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FAQ's

Postage Rates to USA and 'Rest of the World' - July 2020 

As of 1st July 2020, Royal Mail will be introducing a 'Temporary Air Carrier Supplement', which as we understand it will apply to all parcel sent via Royal Mail to the United States, and all other non-EU countries.  In effect this will mean an increase in shipping charges to all non-EU destinations.

As we understand it, this will increase prices of parcels to the USA by £4.46 per kilo, and  to all other non-EU destinations by £3.92 per kilo.

We are looking into ways of trying to absorb some of this cost to pass onto our customers, however as the information available from Royal Mail is as-yet unclear, we are unsure of if, or how this might be possible. Prices for shipping will increase as of 1st July, but we are unsure exactly by how much at the moment.

We also hope that the supplement will live up to it's name of 'Temporary', however this remains to be seen.

More information can be found here:

https://www.royalmail.com/prices2020   

Why hasn’t my order been shipped?

 All items in an order must be available before the package is shipped. If there are items on pre-order then the order will be held until all items can ship together.

Adding products to an existing order 

If you wish to add an item or items to an existing order that has not been shipped (i.e. containing preorder titles), please contact us at sales@seventhstoreyprojects.com - we will then be able to arrange to invoice you for your additional purchase and combine to your existing order with reduced/no extra postage charges as applicable.  There is no facility to automatically add products to an existing order at present.    

 Why hasn’t my order arrived? 

Please double check that the address given during purchase is correct. Consider contacting your local post office to check if the item is waiting for you there, there are occasions where no card is left upon failed delivery attempts. If this is not the case then please contact us via our “Contact Us” page.

 How long will it take for my order to be dispatched? 

All orders are sent out within 1-2 working days once all items have come into stock. 

How long does shipping take? 

Average delivery times for standard / tracked and signed shipping;
United Kingdom – Between 1 to 3 working days
Europe – Between 4 to 6 working days
Rest of World – Between 6 to working 10 days 

Average delivery time for courier shipping;
United Kingdom – 1-2 working days
Europe – Between 2 to 4 working days
Rest of World – Between 3 to 7 working days 

How does my order qualify for reduced rate shipping (UK only)?

All orders over £50 (not including shipping charges) qualify for free standard 2nd Class shipping within the UK.  If you require recorded/registered shipping £1 will be added to your order.  We apologise that reduced rates are not available to non UK destinations at present.

Has my item been returned? 

If your package is returned to us, we shall get in contact with you upon its arrival to confirm your address and process a redelivery. 

Can you provide a tracking number? 

We are only able to provide tracking numbers on orders sent via tracked and signed or recorded delivery options, once standard shipping packages have left the building we are unable to trace the whereabouts further. 

My package has still not arrived. 

Items sent via Royal Mail are only considered as lost once a 28-day period has passed from the shipping date, if this is the case then please get in contact so that we can look into the issue further.