Shipping policy
SHIPPING POLICY
Last updated: March 2025
PROCESSING & DISPATCH
All orders are generally dispatched promptly. Our frames are made to order, so please allow processing time before
dispatch.
DELIVERY TIMEFRAMES
┌───────────────────────────┬──────────────────────────────────┬─────────────────────────────┐
│ Region │ Standard Delivery │ Peak Season (1 Dec – 5 Jan) │
├───────────────────────────┼──────────────────────────────────┼─────────────────────────────┤
│ Australia & Rest of World │ Within 14 calendar days of order │ Up to 18 calendar days │
├───────────────────────────┼──────────────────────────────────┼─────────────────────────────┤
│ United Kingdom & EU │ Within 14 calendar days of order │ Up to 18 calendar days │
├───────────────────────────┼──────────────────────────────────┼─────────────────────────────┤
│ United States │ Within 14 calendar days of order │ Up to 16 calendar days │
└───────────────────────────┴──────────────────────────────────┴─────────────────────────────┘
Remote, regional, or international destinations may experience additional delays due to customs processing.
These delivery targets are best-effort service levels, not guaranteed deadlines. Severe carrier disruption, weather,
strikes, customs delays, and force majeure events are outside our control, but we will always work to resolve issues
as quickly as possible.
UK & EU DELIVERY DETAILS
Orders shipped within the UK and EU are fulfilled from our UK facility using trusted courier partners including DPD
and Parcelforce.
Once your parcel is collected by the courier:
- It is scanned into their tracking system.
- On the morning of delivery, you will receive an email, SMS, or both confirming your delivery window.
Typical delivery windows:
- DPD: 1-hour delivery window
- Parcelforce: 2-hour delivery window
Both couriers offer flexible delivery options if you will not be home:
- Leave with a neighbour
- Leave in a nominated safe place
- Collect from a pickup shop (DPD)
- Rebook delivery for another day
Important: Please ensure you provide a valid mobile number at checkout. Email-only notifications can land in spam/junk
folders and be missed.
MISSED DELIVERIES (UK & EU)
It is your responsibility to respond to delivery notifications and ensure someone is available to accept the parcel,
or to select an alternative delivery option.
- DPD typically attempts delivery twice. If unsuccessful and no instructions are received, the parcel may be routed to
a collection point or returned.
- Parcelforce may take undelivered parcels to the nearest Post Office, though this does not always happen.
If a parcel is returned to us because delivery was missed and no collection was made, redelivery charges may apply:
┌──────────────────┬───────────────┬───────────────────────┐
│ Fee │ DPD (typical) │ Parcelforce (typical) │
├──────────────────┼───────────────┼───────────────────────┤
│ Relabel │ £12.50 + VAT │ £6.75 + VAT │
├──────────────────┼───────────────┼───────────────────────┤
│ Return to sender │ £7.94 + VAT │ £5.50 + VAT │
├──────────────────┼───────────────┼───────────────────────┤
│ Resend │ £7.94 + VAT │ £5.50 + VAT │
├──────────────────┼───────────────┼───────────────────────┤
│ Total │ £28.38 + VAT │ £17.75 + VAT │
└──────────────────┴───────────────┴───────────────────────┘
These fees are subject to change by the courier. We reserve the right to pass these charges on before redelivery, as
they are caused by missed delivery rather than a fault on our part.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective, or incorrect, please contact us immediately at
admin@marathondisplayframes.store with photos of:
- The product
- The packaging (including any visible courier damage)
- The shipping label
We will resolve the issue at our cost:
- Australia & Rest of World: Repair, replace, or credit.
- UK & EU: Repair, replace, or credit, including redelivery at no additional charge.
- USA: Replace or credit, including shipping the replacement to you.
UK HOLIDAY CLOSURE
Our UK production facility is closed 22 December through 2 January. No dispatches occur during this period. The
cut-off for guaranteed pre-Christmas dispatch is typically around 14 December.
CONTACT
For shipping enquiries, contact us at:
admin@marathondisplayframes.store