Shipping policy
Shipping Policy
1. Order Processing Time
All orders are processed and shipped between 18-30 September 2025. Please note that order processing time is separate from the shipping time.
2. Shipping Methods and Delivery Timeframes
Due to the nature of our mooncakes, we offer a specialised, time-sensitive shipping service to ensure freshness.
Royal Mail Tracked 24 Shipping: We aim to deliver your order within [2-4 business days] from the moment it is shipped. Subject to service provider.
Cost: Shipping costs are calculated at checkout based on your delivery address and the weight of your order.
Delivery Tracking: Once the manufacturer dispatch the order. We will try to send an email with a tracking number once your order has shipped. This allows you to monitor the progress of your delivery.
Important Note: We cannot be held responsible for deliveries that are delayed due to a customer providing an incorrect address. We are also not liable for packages that are stolen or left unattended after delivery. Please ensure you are available to receive your delivery or arrange for it to be received on your behalf.
3. Packaging and Freshness
To maintain the quality during transit, we use insulated packaging. This ensures the mooncakes remain at a safe position.
4. Shipping Restrictions
Delivery Locations: We currently ship to all addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland). Please note that some remote areas, such as the Scottish Highlands and Islands, may have slightly longer delivery times.
5. Returns and Cancellations
Due to the nature of our products, all sales are final. We cannot accept returns or exchanges for food items. This is in accordance with UK consumer protection laws. If you need to cancel an order, please contact us immediately at uk.store@dustykid.net within 2 hours of placing the order. Cancellations are not final until confirmed via email by Dustykid. Once an order has been processed for shipping, it cannot be canceled.
6. Damaged or Lost Packages
In the rare event that your order arrives damaged or is lost in transit, please contact us at uk.store@dustykid.net within [e.g., 24 hours] of the expected delivery time. Please include your order number and clear photos of the damaged items and packaging. We will investigate the issue and work with you to find a satisfactory resolution, which may include a replacement (if stock available) or a refund. We cannot guarantee the replacement will be delivered on expected timeframe.
7. Contact Us
If you have any questions about our shipping policy, please do not hesitate to contact us at uk.store@dustykid.net or through our contact page on the website.