Shipping Policy

Thank you for ordering from Sentient.Art. We want your order to arrive safely, clearly tracked, and with as little stress as possible.

This Shipping Policy explains how we process, ship and support orders placed through our website.

1. Where We Are Based

Sentient.Art is based at:

Unit A2 Knowle Village Business Park
Mayles Lane
Fareham
Hampshire
PO17 5DY
United Kingdom

For shipping questions, please contact us at:

hello@sentient.art

2. Order Processing Times

Orders are processed Monday to Friday, excluding public holidays.

Please allow up to 2 business days for your order to be processed before it is shipped.

Each order may be checked, prepared and packed before dispatch. Processing time is separate from delivery time.

Orders placed on weekends or public holidays will usually begin processing on the next business day.

3. Delivery Estimates

Estimated delivery times shown at checkout or in this policy are estimates only and are not guaranteed unless we clearly state otherwise.

Delivery times may vary due to factors outside our control, including:

• Carrier delays
• Customs processing
• Incorrect or incomplete address details
• Weather disruption
• Peak season volume
• Local delivery disruption
• Strikes or industrial action
• Public holidays
• Other circumstances outside our reasonable control

If your order is time-sensitive, please contact us before placing your order and we will do our best to advise.

4. Countries We Ship To

We ship to the United Kingdom and most international destinations.

If we are unable to ship to your location because of carrier restrictions, service limitations, sanctions, customs rules or other practical issues, we will contact you as soon as possible.

5. Estimated Shipping Times

Delivery estimates may vary depending on the product, shipping method, destination and fulfilment location.

Typical estimated delivery times are:

Destination	Estimated Delivery Time
United Kingdom	3–7 business days
United States	6–14 business days
Canada	7–14 business days
Germany	7–14 business days
France	7–14 business days
Ireland	7–14 business days
Italy	7–14 business days
Portugal	7–14 business days
Denmark	7–14 business days
Sweden	10–14 business days
Switzerland	10–14 business days
United Arab Emirates	8–14 business days
Australia	8–14 business days
Mexico	7–14 business days
Other international destinations	9–21 business days

The delivery estimate shown at checkout should be treated as the most relevant estimate for your order.

6. Tracking

Once your order has been shipped, you will receive a tracking number by email where tracking is available.

Please allow 24–48 hours after dispatch for tracking to become active and begin updating.

Tracking updates are provided by the shipping carrier. Sometimes tracking may pause while a parcel is moving between facilities, crossing borders, or awaiting local scanning.

7. Shipping Address Accuracy

Please check your delivery details carefully before placing your order.

It is your responsibility to provide a complete and accurate shipping address, including:

• Full name
• House name or number
• Street
• Town or city
• County, state or region where applicable
• Postcode or ZIP code
• Country
• Phone number if requested for delivery

If any information is missing or incorrect, we may need to contact you for clarification, which may delay dispatch.

If you notice an address error after placing your order, please contact us as soon as possible at hello@sentient.art.

If the order has already been processed or shipped, we may not be able to update the address.

8. Customs, Duties and Import Charges

International orders may be subject to customs checks, import duties, taxes, tariffs, brokerage fees or other charges when they arrive in the destination country.

These charges are set by local authorities and may vary by country. They are usually the responsibility of the recipient unless we clearly state otherwise at checkout.

Customs processing may also delay delivery.

For UK customers receiving goods from outside the UK, GOV.UK explains that goods sent from abroad may be subject to VAT, customs duty and handling charges depending on the value and circumstances of the shipment. (GOV.UK)

If you are unsure whether import charges may apply in your country, we recommend checking with your local customs authority before placing your order.

9. Fulfilment Locations

Our studio is based in the United Kingdom.

Some products may be fulfilled directly from our studio, while others may be shipped from a trusted fulfilment partner, print partner, supplier or international fulfilment location.

Where possible, we choose fulfilment options that help your order arrive safely and efficiently.

Delivery times may vary depending on where your order is fulfilled from and where it is being delivered.

10. Shipping to Multiple Addresses

Each order can only be shipped to one delivery address.

If you would like to send items to multiple addresses, please place a separate order for each address.

11. PO Boxes and Military Addresses

We may be able to ship to PO Boxes, BFPO addresses, APO/FPO addresses or similar military and forwarding addresses where supported by the carrier.

Please note that deliveries to these addresses may take longer and may have limited tracking.

If you are unsure whether we can deliver to your address, please contact us before ordering.

12. Failed Delivery Attempts and Collection Points

Depending on your location and carrier, your order may be delivered by your local postal service or a local courier.

If you are not available to receive delivery, the carrier may:

• Leave a delivery notice
• Attempt redelivery
• Leave the parcel in a safe place
• Deliver to a neighbour
• Hold the parcel at a local pickup point

Please follow the carrier’s instructions promptly.

If a parcel is not collected within the carrier’s required timeframe and is returned to us, we may offer to reship it. Additional shipping charges may apply.

13. Delayed Packages

If your shipment appears delayed or tracking has not updated for an extended period, please contact us at hello@sentient.art.

We will help investigate with the carrier where possible.

A delay does not automatically qualify for a refund, but we will always try to help find a fair and practical solution.

14. Lost Packages

If the carrier confirms that your package has been lost in transit, we will offer a suitable resolution, such as a replacement or refund.

Before an order can be treated as lost, we may need to allow the carrier enough time to complete an investigation.

15. Delivered but Not Received

If tracking shows that your order has been delivered but you have not received it, please first check:

• Household members
• Neighbours
• Building reception or concierge
• Mail room
• Safe place locations
• Local pickup points
• The shipping carrier

Please then contact the carrier to report the issue.

We are not responsible for packages that are lost or stolen after confirmed delivery to the shipping address provided at checkout, but we will do our best to assist you with the carrier investigation.

16. Damaged Parcels

If your order arrives damaged, please contact us within 7 days of delivery at hello@sentient.art.

Please include:

• Your order number
• A short description of the issue
• Clear photos of the damaged item
• Clear photos of the packaging

Please keep the packaging until the issue is resolved, as the carrier may require evidence.

Damaged, defective or incomplete orders are handled in accordance with our Refund Policy.

17. Order Cut-Off Time

Orders are processed Monday to Friday.

Our order processing cut-off time is 5:00 PM UK time.

Orders placed after this time will usually begin processing on the next business day.

Processing time is separate from shipping time.

18. Public Holidays and Peak Periods

Orders may take longer to process or deliver during busy periods, including Christmas, Black Friday, bank holidays, public holidays and major promotional events.

We recommend ordering early during peak periods, especially if your order is intended for a specific date or event.

19. Special Event Delivery Guarantees

From time to time, we may offer a Special Event Delivery Guarantee for certain occasions, such as Christmas, Father’s Day, Mother’s Day or Valentine’s Day.

This guarantee only applies where it is clearly displayed on the relevant product page, at checkout, or in your purchase confirmation at the time you place your order.

Special Event Delivery Guarantees are handled in accordance with our Refund Policy.

20. Customer Support

If you have a question about shipping, tracking, delivery or your order, please contact us:

Email: hello@sentient.art

Address:
Sentient.Art
Unit A2 Knowle Village Business Park
Mayles Lane
Fareham
Hampshire
PO17 5DY
United Kingdom

We aim to respond as quickly as possible during normal business hours, Monday to Friday, excluding public holidays.

Thank you for choosing Sentient.Art. We are honoured to be part of your creative journey.