We get asked the same questions quite often, so below are a few FAQ's. If your question isn't here, just drop us a message using the Contact Form. We don't bite :)
Where is my order?!
We usually dispatch every Monday and Thursday via Royal Mail. During busy times, public holidays or school holidays, orders may be dispatched on different days. Orders within the UK usually take 3-5 working days. International orders can (but very rarely) take up to 6 weeks to be delivered. Normally, most international orders are delivered within 2 weeks. If you need your order for a certain date, please just get in touch and we're sure we can work something out.
UK Express Shipping Information
Please be aware that express shipping options coincide with our posting days which are Monday and Thursday. Any orders placed on after 12pm on Thursdays or on Fridays with express 1 day shipping will not be posted until the following Monday. If you require Saturday delivery, please contact us so we can quote for this service.
What is my tracking number?
For standard deliveries, there is no tracking number - sorry! If you upgraded to tracked shipping, and you haven't received a tracking number in your dispatch notification email - we're sorry! Get in touch and we'll look into that for you.
If you'd like to return an item, that's cool. We understand. Please note we don't accept returns on personalised items or phone cases, unless they are faulty or flawed for any reason. If you receive your order and it's damaged, or not up to standard - let us know! We'll do everything we can to make it right. Please note that return postage will not be refunded unless an item arrives damaged.
Please email us, with your order number, and we'll let you know how to make your return. We politely ask that you don't return items to us without contacting us first :)
Will I be charged Customs and/or Import Fees on my order?
Nutmeg and Arlo are based in the UK. Due to the recent changes that have arisen since Brexit - going forward any orders being shipped outside of the UK may be subject to Customs and/or Import Fees and handling charges. These custom fees and charges must be paid by the receiver.
If you are unsure if the fees will apply to your order, please check with your local customs office before purchasing so you are aware of what charges may occur to avoid any nasty surprises. Customs and Import fees vary from country to country, so we cannot give any specific information regarding the charges that may apply.