Welcome to Dollond & Co.

We are a London-based business offering personalised gifts, nautical instruments and collectable items to customers around the world.

We want your international shopping experience to be as smooth as possible. Please read the information below about shipping, customs charges, delivery times and returns.

International Shipping Options

We offer tracked international delivery through Royal Mail and DHL Express.

Delivery Service	Estimated Delivery	Price
Royal Mail International Tracked	3–10 working days	£15
DHL Express International	1–5 working days	£45
Standard shipping on orders over £200	3–10 working days	FREE

Delivery estimates begin after dispatch, not when the order is placed.

All delivery times are estimates and may vary depending on your location, customs processing and local courier services.

The shipping options and prices confirmed at checkout apply to your order.

Production & Personalised Orders

Many of our products are personalised or engraved in our London workshop.

In-stock items are normally dispatched within one working day.
Personalised or custom-made items may require additional production time.
Where a mock-up is required, production begins once you approve the design.
We will send your tracking information once your order has been dispatched.

Please remember that production time and delivery time are separate.

If you need your order for a birthday, wedding, anniversary or another important occasion, please contact us as soon as possible so we can discuss the delivery options.

Customs Duties & Import Taxes

Important information for international customers

Orders shipped outside the United Kingdom may be subject to additional customs duties, import VAT, local taxes or courier clearance fees.

These charges are determined by the destination country's customs authorities and are not controlled by Dollond London.

Unless your order clearly states that duties and taxes are included or prepaid, the recipient is responsible for paying any applicable import charges.

Please note:

Customs charges are separate from our shipping fees.
The amount varies depending on the destination, product value and local regulations.
Your local customs authority or delivery company may contact you directly for payment.
Some orders may not incur additional charges, depending on the destination and applicable rules.

Where duties have already been paid at checkout or prepaid through an agreed delivery service, this will be confirmed in your order information.

We recommend checking your country's import rules before placing an order.

Customs Clearance & Possible Delays

International parcels must pass through customs in the destination country.

Most parcels clear customs without major delays. However, some may be selected for additional inspection or processing.

Customs clearance can occasionally take several days or, in some cases, a few weeks.

Unfortunately, we cannot speed up customs inspections or guarantee when an individual parcel will be released.

During busy periods, such as Christmas and other public holidays, additional delays may occur.

A parcel being held in customs does not necessarily mean it is lost.

If your parcel is delayed, please contact us and we will be happy to help investigate with the delivery company.

Tracking Your Order

All international orders are dispatched using a tracked delivery service.

Once your order has been dispatched, you will receive tracking information by email.

Tracking may take up to 24 hours to update after the shipping label has been created.

Sometimes tracking may remain unchanged while a parcel is travelling between countries or awaiting customs processing.

If you have any concerns about your tracking, please contact our customer service team.

Refused Deliveries & Uncollected Parcels

If a recipient refuses delivery, does not pay applicable customs charges, fails to provide requested customs information or does not collect a parcel, the delivery company may return it to us.

Returned international parcels may result in additional costs, including original postage, return postage, customs charges or courier handling fees.

Once the parcel has been returned, we will assess any refund due.

Where permitted by applicable law, actual reasonable costs incurred as a result of a refused or uncollected delivery may be deducted from the refund.

These deductions do not apply where the issue was caused by our error or where the goods are faulty, incorrect or damaged.

Please contact us before refusing a delivery so we can discuss the available options.

International Returns & Refunds

We offer a 14-day return or exchange policy for eligible personalised and non-personalised products, subject to our Returns Policy.

Please contact us within 14 days of receiving your order if you wish to request a return.

For change-of-mind returns, customers are normally responsible for return postage.

Before returning an international parcel:

Contact us for return instructions.
Use a tracked delivery service.
Securely package the item.
Clearly mark customs documentation as "Returned Goods".
Include your order information.

If an incorrectly declared return results in customs or courier charges to us, actual unrecoverable charges may be deducted from the refund where legally permitted.

If an item arrives faulty, damaged or incorrect, please contact us so we can arrange an appropriate solution.

Nothing on this page affects your statutory consumer rights.

Frequently Asked Questions

1. Will I have to pay customs charges?

Yes. Your country may charge import duties, VAT, local taxes or clearance fees.

Unless these have been included or prepaid as part of your order, they are the recipient's responsibility.

2. Why wasn't customs tax included in my order total?

International import charges are not always collected at checkout.

Depending on the destination and shipping arrangement, the local customs authority or courier may calculate and request payment when your parcel arrives.

3. How much will customs charge me?

We cannot confirm an exact amount because each country has different import rules.

The amount may depend on the declared product value, product classification and local tax regulations.

We recommend checking with your local customs authority.

4. Can Dollond & Co. pay customs charges in advance?

For certain destinations and courier services, we may be able to arrange shipping with duties prepaid.

This must be agreed and confirmed before dispatch. Additional charges may apply.

Please contact us if you would like to discuss this option.

5. Can you mark my purchase as a gift to avoid customs charges?

Unfortunately, no. We must declare the parcel accurately and cannot mark a commercial purchase as a gift or declare an artificially reduced value to avoid import charges.

6. How long does international delivery take?

Standard international shipping is estimated at 3–10 working days after dispatch.

DHL Express normally takes approximately 1–5 working days after dispatch.

These estimates exclude production time and may be affected by customs processing.

7. My parcel is stuck in customs. What should I do?

Please check your tracking information and any messages from the courier.

Customs may require additional information or payment before releasing the parcel.

If the delay continues, contact us with your order number and we will help investigate.

8. Can I upgrade my order to DHL Express?

Yes, if the order has not yet been dispatched and DHL service is available for your destination.

Please contact us as soon as possible. Additional delivery charges may apply.

9. What happens if I refuse to pay customs charges?

The parcel may be held, returned or otherwise dealt with by the carrier or customs authority.

A return may result in additional postage or customs-related costs. Any refund will be handled according to our Returns Policy and applicable consumer law.

10. What if my parcel is lost?

If your parcel is significantly delayed or appears lost, please contact us.

We will investigate with the courier and arrange an appropriate resolution, including a replacement or refund where required.

11. What if my item arrives damaged?

Please contact us as soon as possible with your order number and photographs of the item and packaging.

We will review the issue and help arrange a replacement, repair or refund as appropriate.

12. Can I cancel my order if I need it by a particular date?

Please contact us immediately.

If your order has not been dispatched and personalisation or production has not started, we will try to accommodate your request.

Cancellation rights may differ for personalised and non-personalised goods. Please see our Returns Policy for details.

13. Do you ship to the USA, Canada and Europe?

Yes, we offer delivery to many international destinations, including the USA, Canada and European countries.

Available shipping methods will be displayed at checkout.

14. Who should I contact if I have a question?

Our team is always happy to help.

Email: info@dollondco.com

WhatsApp: +44 7407 480919

Please include your order number so we can assist you more quickly.