Shipping policy
Delivery Policy (last updated June 2026)
Dispatch Times
Helen Russell Creations is a small independent business and all orders are personally designed, packed and dispatched by Helen (who also works full time for a charity.)
Orders are typically dispatched on Mondays and Thursdays. Please take this schedule into account when placing your order.
While every effort is made to dispatch orders promptly, dispatch times may occasionally vary during busy periods, holiday periods or where products are made to order.
If you require an item urgently, please contact helen@helenrussellcreations.com before placing your order and I will do my best to accommodate your request.
Once your order has been placed, you will receive an order confirmation email. A further email will be sent once your order has been dispatched.
Delivery Methods
Orders are sent using Royal Mail services.
At checkout, customers can choose between available delivery options, including:
- First Class delivery
- Second Class delivery
Delivery times provided by Royal Mail are estimates only and are not guaranteed unless expressly stated by the delivery service selected.
Delivery Times
Following dispatch, most UK orders arrive within a few working days. However, delivery times can occasionally be affected by factors outside our control.
Please allow up to 7 working days from the date of dispatch for delivery within the United Kingdom before reporting a parcel as delayed.
If your order has not arrived after this period, please contact helen@helenrussellcreations.com and I will investigate the matter with you.
Delays Outside Our Control
Occasionally deliveries may be delayed due to circumstances beyond our reasonable control, including but not limited to:
- Adverse weather conditions
- Industrial action
- Transport disruption
- Postal service delays
- Public holidays
- Operational issues affecting delivery providers
Where significant delays occur, I will do my best to keep affected customers informed and discuss alternative arrangements where appropriate.
Nothing in this policy affects your statutory rights as a consumer.
Lost or Missing Parcels
If you believe your parcel has been lost in transit, please contact helen@helenrussellcreations.com as soon as possible.
Where a parcel is confirmed as lost by the delivery provider, an appropriate remedy will be offered in accordance with your statutory rights. Depending on the circumstances, this may include a replacement item or a refund.
Multiple Shipments
In the unlikely event that your order needs to be dispatched in more than one parcel, you will be notified by email and provided with any relevant information.
There will be no additional delivery charge for split shipments where this is necessary.
Exceptional Circumstances
If circumstances arise that significantly affect the reliability of postal services, such as widespread industrial action or major network disruption, Helen Russell Creations may temporarily suspend online orders or delay dispatching orders until services return to an acceptable level.
Where this affects existing orders, customers will be contacted directly to discuss available options, which may include waiting for normal service to resume, arranging an alternative delivery method, or cancelling the order for a full refund where appropriate.
Delivery Address Information
Customers are responsible for ensuring that delivery information is accurate and complete at the time an order is placed.
Helen Russell Creations cannot be responsible for delays or failed deliveries resulting from incorrect or incomplete address information supplied by the customer.
If an order is returned due to an incorrect address, additional postage costs may apply before the order can be resent.
Contact Us
If you have any questions regarding delivery, please contact:
Helen Russell Creations
Email: helen@helenrussellcreations.com
I want every customer to be delighted with their purchase and will always do my best to resolve any delivery issues fairly and promptly.