Shipping Policy

Calton Brown Ltd, Company No. 17230415. Registered office: 75 Shelton Street, Covent Garden, London WC2H 9JQ. Effective 13 October 2026. Orders are governed by the version of this policy in force on the day the order was placed.

At a glance

This table is a summary. The full terms are below and prevail.

1. About this policy

1.1 This policy applies to every order placed at caltonbrown.com. In it, “we”, “us” and “our” mean Calton Brown Ltd. “You” means the person who placed the order. “Working Day” means Monday to Friday, excluding public holidays in England.

1.2 It should be read with our Refunds, Returns and Cancellations policy, Terms of Sale, Terms of Service and Privacy Policy. If any other page, email or message appears to say something different, this policy governs, except that nothing in it limits any right you have by law as a consumer.

2. Where we deliver

2.1 We deliver to the following countries: Austria, Bahrain, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, the Netherlands, New Zealand, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, the United Arab Emirates, the United Kingdom and the United States.

2.2 If your country is not listed, checkout will not offer a delivery option and we cannot deliver there. We add destinations from time to time and this list is kept current.

2.3 We do not deliver to addresses in countries or regions that are subject to trade sanctions or embargoes that apply to us, whether or not they appear above.

2.4 Freight forwarders and reshippers. We do not deliver to freight forwarding, parcel consolidation, mail drop or reshipping addresses. This protects both of us against fraud and against goods leaving the markets we serve. If we identify an order that is going to such an address, we may cancel it and refund it in full. If a parcel is delivered to a forwarder at your request, delivery is treated as complete when the forwarder receives it, and we cannot accept claims for what happens afterwards.

3. Order processing

3.1 We aim to dispatch every order within 2 Working Days of your payment being confirmed. Orders placed on a weekend or public holiday are processed on the next Working Day.

3.2 You will receive an order confirmation email when you pay and a dispatch email with tracking details when your order leaves us. If you do not receive these, please check your spam folder and then email orders@caltonbrown.com.

3.3 Processing may take longer during sales, product launches, public holidays, or where we need to complete checks on an order. We will tell you if we expect an order to be delayed beyond 5 Working Days.

3.4 Orders in more than one parcel. An order may be dispatched in more than one parcel, on different days or by different services. You will not pay anything extra for delivery and each parcel will have its own tracking. Duties and import taxes, where they apply, may be charged separately on each parcel.

3.5 Changes before dispatch. To change a delivery address or cancel an order, email orders@caltonbrown.com straight away with your order number. We can change an address only if the order has not been handed to the carrier. Once dispatched, we cannot guarantee a change. See sections 5 and 6 of this policy and our Refunds, Returns and Cancellations policy.

4. Delivery options and times

4.1 Checkout shows the delivery options available for your address, with the price and the estimated delivery window for each. The checkout figures are the ones that apply to your order.

4.2 There are two services.

• Standard. Our standard international tracked service.
• Express. A faster tracked service, for a flat price per country shown at checkout.

4.3 Delivery windows are estimates, counted from the day of dispatch, and exclude weekends and public holidays in the country of delivery. They are not guaranteed times. Delays at customs, severe weather, industrial action, public holidays and carrier disruption can affect them.

4.4 Free Standard delivery. Where your order total is at or above the free delivery threshold shown at checkout for your country, Standard delivery is free. Free delivery does not cover duties and import taxes, which remain payable by you where they apply, as set out in section 7. The threshold is calculated on the value of goods after any discount codes and excluding delivery. If an order falls below the threshold after a partial return or cancellation, the standard delivery charge is deducted from the refund, as set out in our Refunds, Returns and Cancellations policy.

4.5 Carriers and fulfilment. Orders are prepared by our fulfilment partner and delivered by DHL Express or another carrier of comparable standing that we select for your destination. We choose the carrier. We cannot accept requests to use a particular courier.

4.6 If we do not deliver on time. If we do not deliver your order within the time we stated at checkout or, where none was given, within 30 days of the order, you may tell us and cancel the order for a full refund, in line with your rights under the Consumer Rights Act 2015.

5. Delivery addresses

5.1 You are responsible for giving a complete and accurate delivery address, a working telephone number and email address. Please check them before paying. We deliver to the address on the order and to nowhere else.

5.2 We cannot deliver to PO Boxes, and delivery to hotels, workplaces and residential buildings with reception is made on the basis that someone there will sign for it.

5.3 If a parcel is returned to us because the address was incorrect or incomplete, we will contact you. Reshipping is at your cost, and where you choose to cancel the order, the refund follows section 11 of our Refunds, Returns and Cancellations policy.

5.4 Billing and delivery address. For security, we may ask you to confirm identity or payment details before dispatching an order, particularly where the delivery address differs from the billing address, or the order is of high value. We may hold an order until we have done so.

6. Delivery, signature and risk

6.1 Delivery. The carrier will attempt delivery to the address on your order. For most destinations a signature is required. We may also require a signature on any order. If nobody is available, the carrier will leave a notice, make a further attempt or hold the parcel at a service point, in line with its own rules.

6.2 Uncollected parcels. Parcels not collected within the carrier’s holding period are returned to us. See section 11 of our Refunds, Returns and Cancellations policy.

6.3 Leaving a parcel in a safe place. If you ask the carrier to leave your parcel in a safe place, or with a neighbour, you do so at your own risk. We cannot accept a claim that a parcel was not received where you have authorised it to be left unattended and it has been recorded as delivered.

6.4 Risk and ownership. For consumers, the goods remain at our risk until they are delivered to you or to a person you have nominated, other than the carrier. Ownership of the goods passes to you when we receive full payment.

6.5 Damaged on delivery. Please inspect parcels on arrival. If a parcel looks damaged, note it with the carrier where you can, keep the packaging and photograph it, and then email returns@caltonbrown.com. See section 9 of our Refunds, Returns and Cancellations policy.

6.6 Tracking and delivered but not received. Tracking shows the carrier’s records. If tracking shows your parcel as delivered and you have not received it, follow section 12 of our Refunds, Returns and Cancellations policy.

7. Duties, import taxes and customs (Delivered Duty Unpaid)

7.1 How it works. Your order is shipped to you from outside most destination countries, so the parcel crosses a customs border. Customs duties, import VAT or sales tax, and carrier clearance fees may be charged by your country’s customs authority or by the carrier. They are set by those authorities, not by us, and depend on factors such as the country of origin of the products, the value of the order, local VAT and sales tax rates, and local import duties. They are not included in the price of the goods or in our delivery charge. This is known as Delivered Duty Unpaid. Our Customs, Duties & Taxes page answers common questions.

7.2 Your responsibility. You are the importer of the goods and are responsible for paying any duties, taxes and fees charged on your parcel. The carrier or customs will tell you how and when to pay, which may be before the parcel is released or on delivery. We cannot calculate these charges in advance and we cannot pay them on your behalf. We recommend checking your local customs authority’s rules before you order. Checkout shows a reminder of this.

7.3 Customs information. Where customs in your country requires information from the recipient, such as an identification number, tax number or contact details, we or the carrier will ask you for it. Please reply promptly. Delay or failure to provide accurate information may hold your parcel at customs.

7.4 Refused or unpaid parcels. If you refuse a parcel, or it is held and not collected because charges were not paid, the parcel may be returned to us or abandoned by the carrier. We treat the order as cancelled and refund it as set out in section 11 of our Refunds, Returns and Cancellations policy.

7.5 Customs clearance. Customs clearance and any inspection by the authorities are outside our control and the carrier’s, as are any delays that result.

7.6 Accurate declarations. We declare the true value and description of every parcel, as the law requires. We cannot mark orders as gifts, declare a lower value, or alter paperwork for any reason.

7.7 VAT. Calton Brown Ltd is not currently registered for VAT, so our prices do not include VAT, and we do not add UK VAT to your order. Any import VAT or sales tax applied by your destination country is charged separately, as described above.

7.8 Returns. We do not collect duties or import taxes, so we do not refund them. Where the law of your country lets you reclaim duties or import taxes on goods you return, you may claim them from your customs authority. How this works on a return or cancellation is set out in section 8.8 of our Refunds, Returns and Cancellations policy.

8. Restrictions and unusual orders

8.1 We may limit the quantity of any item per order or per customer, and may decline orders that we reasonably believe are intended for resale.

8.2 We may delay, hold or cancel an order, and refund it in full, if we reasonably suspect fraud, if we cannot verify the order, or if delivery is not permitted by law or by the carrier.

8.3 Some countries restrict the import of certain materials or goods. You are responsible for checking whether goods may be imported into the country you are ordering from. We will cancel and refund any order that cannot lawfully be delivered.

9. Lost, delayed or stolen parcels

9.1 If your tracking has not updated for 5 Working Days, or your parcel is later than the estimate at checkout, email orders@caltonbrown.com with your order number. We will investigate with the carrier. Please allow us a reasonable time to do so.

9.2 If the carrier confirms that your parcel has been lost, we will reship or refund it at your choice, within 14 days of confirmation. For delivered but not received claims, section 12 of our Refunds, Returns and Cancellations policy applies.

9.3 We may decline repeated claims by the same customer, address or payment method where the pattern suggests misuse.

10. Holidays and events outside our control

We are not responsible for delays caused by events outside our reasonable control, including severe weather, strikes, customs action, carrier disruption, pandemics, war and acts of government. We will tell you where we become aware that your order is affected, and you may cancel for a full refund if the delay is long. Nothing in this section affects your statutory rights.

11. Your legal rights

Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, the EU Consumer Rights Directive, the South African Consumer Protection Act, or the Electronic Communications and Transactions Act, as they apply to you.

12. Contact

We aim to reply within 2 Working Days.

13. Changes to this policy

We may update this policy from time to time. The version in force on the date you place your order applies to that order. The date of the current version appears at the top of this page.