Shipping FAQ’s

We’re here to help

We understand that sometimes things dont go to plan. However, dont worry we’re here to sort out the problem.

If your item is delayed, lost or damaged then rest assured that we will deal with it for you and make sure you get the item you ordered.

Skip to the section you’re looking for:

  1. Delivery Times

  2. Tracking

  3. Customs Duty

  4. Returns

  5. Late or Lost Orders

Delivery Times.

Please keep in mind that each item is hand crafted to order and usualy takes 3-5 working days to make.

After your order has been carefully hand crafted, the delivery period can vary depending on your location. See below for guidance on delivery times.

Domestic Delivery Times

Estimated delivery times are based on 3 - 5 working days to hand craft your item plus shipping times. So for example items shipped to the uk will take 3-5 days to produce and 3 - 5 days for delivery. meaning the delivery window is 6 - 10 Working Days after placing the order.

United Kingdom: 6-10 business days

International Delivery Times

North America: 9-16 business days

Europe: 7-16 business days

Australia, New Zealand and Oceania: 10-20 business days

Asia Pacific: 10-20 business days


Unfortunately due to issues and lengthy delays at German Customs as a result of Brexit, we are not accepting orders for Germany at this time.

This is not a decision that has been taken likely, as we have some wonderful German customers. However, shipping to Germany over the past few months has seen lengthy delays, upwards of 6 weeks on deliveries and multiple lost items.  

We do not feel it is fair for customers to have to wait that long for their items. This combined with the large volumes of losses, the decision has been made to stop orders to Germany for the present time.

I'm very sorry for the Inconvenience.

We do our best to meet these delivery estimates, but can't guarantee them. Actual delivery time will depend on the delivery method you choose.


Tracking is NOT standard in the UK. For those customers wanting tracking on their items, this is offered as an optional extra at checkout. There are two shipping options:

1/ Standard delivery - Untracked, proof of delivery only (This keeps the cost down for buyers, especially for international customers).

2/ Tracked and signed - Offers Tacking and signature on Delivery for an additional fee at checkout.

Unfortunately, I can not provide tracking details or add tracking to orders after they have been shipped. If you require tracking please make sure you select it at checkout.

Customs and Import taxes

Buyers are responsible for any customs and import taxes that may apply in their home nation. New England Designs are not responsible for payment of any duty or fees owed. Please keep in mind that when ordering outside the UK items can be delayed due to customs, this is outside our control.


If there is an issue with your product or your item has been damaged during shipping we will arrange a replacment of your item for you.

Reutrns must be within the New England Designs Retruns Policy Guidelines for more details and to arange a return click on the link.

Think Your Item is Lost or Late?

Often customers underestimate the time it takes for international deliveries. If you think your item is late or missing; first check the estimated delivery window outlined in the delivery times above. If this has passed and your order has still not arrived then rest assured we will deal with the issue for you and get a replacement sent out stright away.

Please keep in mind that when ordering outside the UK items can be delayed due to customs, this is outside our control.

To record a Late or Missing item once your delivery window has passed, follow the link below to notify us of the issue and we will get right on it!

Lost / Missing Order

If the Estimated delivery window for your order has passed and you wish to report the order as missing.

Follow the link below to report the missing item. This will automatically open an investigation into the lost order with the courier. In the meantime we will arrange a replacement to be sent out should the courier confirm item lost. This process should take 2-3 working days.

*Claims can only be made if the estimated delivery date has passed. Please double check the delivery date before completing a missing order claim.

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