Shipping policy
Last updated: 19 September 2026
This Shipping & Delivery Policy explains how orders placed with Gregory & Black are processed, manufactured, dispatched and delivered.
Please note that many Gregory & Black products are made, personalised, engraved, printed or manufactured specifically to order. Where this applies, processing and production time is separate from delivery time.
Nothing in this policy affects your statutory rights.
Order Processing
Orders for stocked, non-customised products will normally be processed and dispatched as soon as reasonably possible.
Orders placed during weekends, bank holidays or outside our normal working hours may begin processing on the next working day.
Once an order has been dispatched, you will receive confirmation where appropriate.
Custom, Personalised & Made-to-Order Products
Many Gregory & Black products are made, manufactured, engraved, printed or personalised specifically to order. These products require additional processing and production time before they are ready for dispatch.
Processing times for custom orders will vary depending on the nature and complexity of the work, current workshop workload, material availability and whether design or customer approval is required.
Any processing or production timeframe shown on our website should be treated as an estimated lead time unless we have specifically agreed a guaranteed completion date with you.
If you require an order by a particular date, or would like a more accurate estimated completion time before ordering, please contact us at gregoryandblack@gmail.com and we will be happy to provide a current ETA.
Custom processing time is in addition to delivery time. For example, if an order requires five working days to manufacture and is then sent using a one-to-two-working-day delivery service, the total time before delivery may be approximately six to seven working days.
Custom and made-to-order products can include:
- Personalised and engraved products
- UV printed products
- Custom signage and plaques
- 3D printed products
- Bespoke manufactured components
- Custom automotive products
- Special-order products
- Prototypes and development work
- Products requiring customer artwork or design approval
- Other bespoke or made-to-order items
Where customer approval of artwork, dimensions, specifications or a design proof is required, the processing time may not begin until that approval has been received.
We will always aim to complete custom work as efficiently as possible while maintaining the standard of workmanship expected from Gregory & Black.
Delivery Charges
Delivery charges are calculated and displayed during checkout where applicable.
The cost may vary depending on:
- The size and weight of the order
- Delivery destination
- Delivery service selected
- Whether specialist or oversized delivery is required
Any applicable delivery charge will be shown before you complete your online order.
For bespoke projects that cannot be processed through our standard online checkout, delivery charges may instead be included within or added to your quotation.
Delivery Times
Delivery estimates shown on our website normally begin once the order has been dispatched, unless specifically stated otherwise.
For made-to-order, personalised or custom products, any applicable processing or production time must be completed before the delivery timeframe begins.
Delivery times provided by couriers are normally estimates and may occasionally be affected by circumstances outside our reasonable control.
Where no alternative delivery period has been agreed for a consumer order, applicable UK distance-selling rules generally require goods to be delivered without undue delay and normally within 30 days of the contract being made, unless a different delivery period has been agreed.
If we become aware of a significant delay affecting your order, we will endeavour to contact you.
Tracking
Where tracking is available for the delivery service used, tracking information will normally be provided after dispatch.
Tracking information may take some time to become active after a parcel has been collected or accepted by the courier.
Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your delivery details carefully before completing checkout.
If you notice an error, contact us as soon as possible at:
If the order has not yet been dispatched, we will make reasonable efforts to amend the address.
Once an order has been dispatched, we may be unable to change its destination.
Additional reasonable delivery costs resulting from an incorrect or incomplete address supplied by the customer may be charged to the customer where legally permitted.
Failed Delivery & Uncollected Parcels
Where a courier is unable to complete delivery, they may attempt redelivery, leave instructions or direct the parcel to an appropriate collection location.
Customers are responsible for following any reasonable instructions provided by the courier.
If an order is returned to Gregory & Black because delivery could not be completed, we will contact you to arrange the next steps.
Where delivery failed because of an incorrect address supplied by the customer, refusal of delivery or failure to collect the parcel, additional reasonable delivery charges may apply before the order is sent again.
This does not affect your statutory rights.
Damaged Deliveries
Please inspect your order as soon as reasonably possible after receiving it.
If your parcel or product arrives damaged, please contact us as soon as possible at:
Please include your name, order number and photographs of the packaging and damaged product where possible. Please retain the packaging until we have assessed the issue, as it may be required as part of a courier claim.
We will assess the issue and arrange an appropriate remedy where required.
Nothing in this policy limits your statutory rights concerning goods that are damaged, faulty, not as described or otherwise fail to conform to the contract.
Lost Parcels
If your tracking information shows no movement for an unusual period, or your order has not arrived within the expected timeframe, please contact us.
We will investigate the shipment with the relevant delivery provider.
Where goods purchased by a consumer are being delivered using a carrier arranged by Gregory & Black, responsibility for the goods generally remains with us until the customer, or another person identified by the customer, takes physical possession of them.
If a parcel is confirmed as lost, we will deal with the matter in accordance with your applicable consumer rights.
Split Deliveries
Where an order contains multiple products, we may occasionally dispatch items separately.
This may occur because of product availability, different manufacturing times, parcel size or other practical considerations.
Where appropriate, separate tracking information may be provided.
Unless otherwise stated or agreed, you will not be charged additional delivery fees solely because Gregory & Black chooses to split an order into multiple shipments.
Large, Heavy & Oversized Products
Some Gregory & Black products may require specialist delivery because of their dimensions, weight or value.
Where specialist delivery arrangements or additional charges are required, these will be communicated before the relevant order is completed or included as part of a bespoke quotation.
Customers may be required to ensure suitable access and assistance for particularly large or heavy products where this has been agreed in advance.
Please contact us before ordering if you are unsure whether a product can be delivered to your location.
Collection
Where collection is offered, customers will be notified when their order is ready.
Please do not travel to collect a made-to-order or custom product until we have confirmed that it is ready for collection.
Collection is from:
Gregory & Black
Rock Farm
Wheatley Hill
DH6 3NL
United Kingdom
Customers may be asked to provide their order confirmation or other reasonable proof of purchase when collecting an order.
International Delivery
Where international delivery is offered, delivery times and charges will vary depending on the destination.
International customers may be responsible for import duties, customs charges, taxes or other fees imposed by their destination country where applicable.
International orders may also be subject to customs processing or delays outside Gregory & Black's reasonable control.
Customers should ensure that products they order can lawfully be imported into and used within their destination country.
Any mandatory consumer rights applicable to an international customer remain unaffected.
Changes & Cancellations
If you need to change or cancel an order, contact us as soon as possible.
For standard products that have not yet been dispatched, we will try to accommodate your request where possible.
Custom, personalised and made-to-order products may enter production shortly after an order is accepted.
Once design work, production, engraving, printing, personalisation, manufacturing or modification has begun, cancellation or alteration may not be possible.
Custom-made and clearly personalised goods are generally excluded from the standard change-of-mind cancellation right applicable to eligible online purchases. This does not affect your statutory rights if goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
Please see our Refund & Returns Policy and Terms of Service for further information.
Customer Approvals & Processing Delays
Some bespoke orders require customer approval before we can continue production.
This may include approval of:
- Artwork
- CAD drawings
- Engraving layouts
- Wording and spelling
- Dimensions
- Colours
- Designs
- Materials
- Product specifications
Where approval is required, the customer is responsible for responding within a reasonable timeframe.
A delay in receiving customer approval or required information may result in a corresponding delay to the estimated completion and delivery date.
Production will not necessarily begin until all information and approvals required to complete the work have been received.
Delays Outside Our Control
Occasionally, production or delivery may be affected by events outside our reasonable control.
This may include severe weather, courier disruption, transport disruption, power or equipment failures, material shortages, supplier delays or other exceptional circumstances that we could not reasonably prevent.
Where we become aware of a significant problem, we will take reasonable steps to minimise its effect and keep affected customers informed where appropriate.
Nothing in this section removes any statutory rights you may have where an order is substantially delayed or not delivered.
Bespoke Project Delivery
Large or particularly complex bespoke projects may have delivery or collection arrangements agreed individually with the customer.
Where a separate quotation, project specification or written agreement contains specific delivery arrangements, those arrangements will apply to that project alongside this general policy.
We recommend discussing any fixed deadline, event date, installation date or other time-sensitive requirement with us before placing a bespoke order.
Where a date is particularly important, please ensure this is communicated to us and specifically agreed before work begins.
Returns
Delivery and shipping arrangements for returned products are covered by our separate Refund & Returns Policy.
For eligible change-of-mind returns under our voluntary returns policy, the customer is normally responsible for return shipping costs.
Different arrangements may apply where goods are faulty, damaged, incorrect or otherwise subject to statutory consumer rights.
Please contact us before returning an item.
Contact Us
If you have any questions about processing times, production, delivery, collection or an existing order, please contact:
Gregory & Black
Rock Farm
Wheatley Hill
DH6 3NL
United Kingdom
Email: gregoryandblack@gmail.com
For custom and bespoke orders, customers are welcome to contact us before ordering for a more accurate current ETA based on the work required and our current workshop schedule.