Shipping & Delivery
Shipping & Delivery
Alerts
Shipping is taking longer than normal due to a number of factors please allow for this when ordering.
We use Transglobal to ship our fabric see alerts here
Our Aim
We aim to ship goods that are in stock within four working days. If the goods are not in stock we will contact as soon as is possible to clarify if you wish the goods to go on back order, choose an alternative or require a refund. Any refunds will be given as soon as is possible. Shipping costs for overseas orders will depend on weight and destination. See below for list of approximate shipping rates.
Tracking
In cases where a shipper’s tracking numbers are provided we will pass this information on to you so you can log onto the respective site to see where you order is in the delivery process, and how many packages will be arriving.
UPS DHL DPD TNT Please ensure you are available to take delivery of your package/s, as after the couriers set number of attempts, the fabric will be returned to sender and you will be liable for all costs.
Delivery
We are unable to guarantee the performance of any third parties. Although it is very rare that something does go wrong, if, after a reasonable time your goods have not arrived please contact us.
Please note a contact telephone number is required for shipping purposes. Unfortunately we can NOT deliver to P.O. boxes. An alternative address can be useful in this instance e.g. your work address. NB A signature will also be required upon most deliveries.
Should the Customer, Consignee or Owner of the Goods fail to take delivery at the appointed time and place when and where the company is entitled to deliver, the Company shall be entitled to store the Goods, or any part thereof, at the sole risk of the Customer or Consignee or Owner, whereupon the Company’s liability in respect of the Goods, or that part thereof, stored as aforesaid, shall wholly cease. The Company’s liability, if any, in relation to such storage, shall be governed by these conditions. All costs incurred by the Company as a result of the failure to take delivery shall be deemed as freight earned, and such costs shall, upon demand, be paid by the Customer.
The Company shall be entitled at the expense of the Customer to dispose of or deal with (by sale or otherwise as may be reasonable in all the circumstances):-
after at least 28 days notice in writing to the Customer, or (where the Customer cannot be traced and reasonable efforts have been made to contact any parties who may reasonably be supposed by the Company to have any interest in the Goods) without notice, any Goods which have been held by the Company for 90 days and which cannot be delivered as instructed.
Shipping Charges
UK
Free secure delivery Mainland UK (Orders over £300) (3-7 working days (Mon-Fri) ESTIMATED) * ** ***
Courier Service – Secure Delivery £9.50. (3-7 working days (Mon-Fri) ESTIMATED) * ** ***
Saturday Delivery may be arranged. Please contact us for a quote.
The delivery time is not the transit time, but considers the ordering, picking, cutting, checking and packing time as well. Transit time is normally 24-48 hrs
Courier Service Custom Orders. See below ***
* Depending on the fabric, there may be a small order charge.
** Please allow adequate time for delivery. If the delivery date is crucial please mention this when ordering
*** Estimated Delivery Date. When fabric is ordered an estimated delivery date will be given. Please note that this is not a guaranteed delivery date for your order. For orders under £250 there will be a carriage charge of £9.50.
Delivery charges are specified in the Ordering and Delivery section of the Website. Spruce London will make all reasonable efforts to deliver the goods on time, however any delivery date is an estimate only and time of delivery is not essential to the contract between the parties.
Estimated Delivery Date. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery postal/zip code. Our system calculates this estimated date considering the total amount of time to process your order including: packaging, transit time to the delivery provider, and transit time to the delivery address.
Non UK Addresses
Use the shipping estimator at checkout to see the shipping cost
It is possible to order and pay for shipping online but if you prefer a quote, please email us assistance@sprucelondon.com.
Please note shipping duration to Europe and the USA is variable, eg we use UPS TNT DHL and other reliable couriers which normally takes 3-5 days but this cannot be guaranteed.
Remote Areas: There maybe a surcharge for delivery to remote areas, if costs allow we will not ask for the balance but for small orders we will ask you to pay the excess, of course you have the right to cancel the order, if you know you live in a remote area please ask for a shipping quote before ordering.
Please allow adequate time for delivery, if the delivery date is crucial please mention this when ordering.
Taxes
Please note that if your delivery address is outside the UK you are responsible for import duties and taxes, which are levied once a shipment reaches your country.
Customers are also liable for meeting any additional charges for customs clearance. Please be aware that customs policies vary widely from country to country.
We recommend you contact your local customs office for further information.
Please be aware that overseas shipments may be subject to cross-border inspections by customs authorities.
USA IMPORT TAX
Tax ID Number: Enter this information if you have a tax ID number as it may help in clearing your shipment through customs (we have only been asked for this once so ignore if you do not know or do not have one)
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- For companies, the tax ID is the identification number such as GST/RFC/VAT/IN/EIN/EORI, or as locally required.
BELOW ARE GUIDES TO HOW MUCH DUTY YOU WILL PAY (PLEASE NOTE THIS IS A GUIDE)
IMPORT DUTY USA (NOT LOCAL TAX) SEE BELOW WE USE 5111110000 FOR WOVERN FABRIC UNDER 300 GM M2 AND 5111190000 FOR OVER 300GM M2 THE PREFIX IS 5111.
EU TAX & Import Duty
Please note that if your delivery address is outside the UK you are responsible for import duties and taxes, which are levied once a shipment reaches your country.
Customers are also liable for meeting any additional charges for customs clearance. Please be aware that customs policies vary widely from country to country.
We recommend you contact your local customs office for further information.
Please be aware that overseas shipments may be subject to cross-border inspections by customs authorities.
Business Customers will also need to supply Spruce with their EORI number and VAT number Read More
RESOURCES
PORTUGAL CUSTOMS SERVICES https://mydhl.express.dhl/pt/en/ship/customs-services.html
US SURCHARGES https://mydhl.express.dhl/us/en/ship/surcharges.html#/exceptional_activities
CANADA CUSTOMS SERVICES https://mydhl.express.dhl/ca/en/ship/customs-services.html
EU CUSTOMS AND TAXATION TAXATION AND THE CUSTOMS UNION
Returns and Refunds
If, for any reason, you are dissatisfied with your purchase, please return them in an unused condition and in the original packaging within 14 days of delivery for a full refund of the cost of your goods.
Custom made/bespoke items, including fabric are excluded from the returns policy (except for when a genuine defect has been identified) cannot cannot be exchanged or refunded.
Please, therefore, always fully inspect fabric on its arrival and also prior to using it.
Fabric samples are available on request.
Due to the nature of our business, each cut length of fabric is a custom-produced item. For this reason we cannot accept returns on the basis that you either do not like the product or you deem it unsuitable for your use. Please note that agreeing to these Terms and Conditions you are agreeing that the fabric that you are ordering constitutes “personalised goods” and, as such, is excluded from the 7 day return guarantee of the Distance Selling Regulations. We therefore strongly urge you to request a sample before placing you fabric order.
All requests for returns for damaged faulty or incorrect fabric must be made within 7 days of receipt.
Any fabric which is returned to us for a refund must be sent back in the same condition as received by you.
All returns must be approved by us in writing or by email before the fabric is sent back. No claims whatsoever can be entertained or returns or exchanges made once the material has been cut, creased, marked or treated in any way. Please, therefore, always fully inspect fabric on its arrival and also prior to using it.
Please note that once ordered, fabric cannot be exchanged or refunded, fabric samples are available on request. Your statutory rights to refund or exchange of course still apply if goods are faulty, or not as described.
All requests for returns for damaged faulty or incorrect fabric must be made within 7 days of receipt and any fabric which is returned to us for a refund must be sent back in the same condition as received by you.
No claims whatsoever can be entertained or returns or exchanges made once the material has been cut, creased, marked or treated in any way.
All returns must be approved by us in writing or by email before the fabric is sent back.
Cashmere goods. Once a cashmere product has been opened it cannot be resold as new, therefore a 30% restocking fee will be applied if a product is returned as unwanted.
We will refund the price of the item to the purchaser or exchange the product once it is received by us.
A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.
This does not affect your statutory rights as a consumer. It is the customer’s responsibility to ensure the safe return of goods.