Shipping & Delivery

Delivery options, costs and shipping partners

What is the difference between untracked, economy tracked, fast tracked and express tracked delivery options?

Our fast tracked and express tracked are our fastest delivery options, meaning you’ll receive your order that bit quicker than untracked. At the checkout, we’ll give some delivery estimates for each option to help you choose the best one for you. If you pick a tracked delivery option, you’ll be able to check where your order is on its journey to you with our tracking updates. 

Is my order trackable?

You can track your order, but only when you choose one of our tracked delivery options. To see where your order is you can log on to your Photobox account and check the ‘Where’s my order?’ page. We’ll always send you an email with a tracking link once your package is with the courier (this link can also be found on the ‘Where’s my order?’ page). 

However, if you choose an untracked delivery option, we won’t be able to tell you where your order is once it leaves our factory.

Which shipping companies do you use? 

We use different couriers to send packages, depending on which delivery option you choose:

  • All untracked deliveries are delivered by Royal Mail.
  • Economy tracked and fast tracked orders are delivered by Hermes, Amazon Shipping or DHL.
  • Express tracked orders are delivered by Royal Mail Special Delivery.

For all tracked and express orders, we’ll send you tracking links so you can get updates on where your order is. 

What are the delivery costs? Why are my shipping charges higher when I order multiple items?

We calculate our delivery costs based on what couriers charge to deliver your order. At the checkout, shipping costs are shown separately for each item so you can see the breakdown. 

Our standard delivery cost ranges from £1.99 to £6.95 depending on the size of the product (although some premium products are priced higher). Fast tracked deliveries are generally £2 more, while express prices are around £5 higher than the entry level pricing.

Sometimes we may need to send products from different factories, so we’ll ship them separately to get them to you faster (this means they may have their own delivery charge).

Delivery times

How long will it take to receive my order? 

Every order is custom made and usually takes between 1 and 3 days to create in our factory (depending on the product). Once it’s ready we’ll hand it over to one of our trusty couriers, who usually take 1-2 days to deliver tracked and express orders and 3-5 days to deliver untracked orders. Deliveries to the Scottish Highlands, Northern Ireland, Channel Islands and the Isle of Man will also take an extra 1-2 days to arrive. 

We have factories based in the UK, France, Germany and Spain and sometimes they all play a part in creating your order! If your product is made outside of the UK, it can take an extra 1-2 days to deliver. 

You can find out estimated delivery dates before you order at the checkout. If you’ve already ordered, you can check your estimated delivery date on your Photobox account on the ‘Where’s my order?’ page. We’ll always email you with an updated delivery date once your order has left our factory. 

It’s now past the date I was supposed to receive my order and I still haven’t got it. What is the cause of the delay?

Our factory team and shipping partners work hard together to get your order to you on time, but there may still be rare occasions where your order could be delayed. If this happens, we’ll always do everything we can to make sure we can deliver your order as soon as possible.

If there’s a delay in our factory, we’ll send you a new estimated delivery date in an email as soon as it’s left the factory. You can keep an eye on your estimated delivery date on the ‘Where’s my order?’ page on your Photobox account. 

For tracked and express orders, if there’s a delay with the courier you can click the tracking link we send you by email for more information.

Other delivery issues

What if I am not at home when the order is delivered? 

No problem. Hermes and Amazon will try to deliver 3 times or will leave your order in a safe place if they can. If they still can’t deliver your order then they’ll return it to us and we can arrange another delivery date with you. Royal Mail will try to post your order through your letterbox but if that’s not possible they’ll leave you a card for you to pick it up from your local customer service point. 

I just got an email saying the order has been dispatched but the courier tracking link on the email and order status page does not work or says the item is not with the courier. Has it been lost?

For tracked and express deliveries, you’ll be able to track your order once it is with the courier (this is when we activate the tracking link we sent you via email). Occasionally it may take 1-2 days for your order to reach the courier from our factories and for the tracking link to become active. 

I ordered two different products. The first one has arrived but the second one has not. Has it been lost?

Don’t worry, it’s not lost! If there are multiple items in your order, we sometimes need to manufacture them in different factories and ship them separately so we can get them to you as quickly as possible. We’ll always email you with an estimated delivery date for each item.

Do you deliver internationally? To which countries do you deliver?

Absolutely – we deliver internationally to pretty much every country in the world! Please note that additional delivery and customs charges (if outside the EU) may apply for international orders.

Do you offer a click and collect service?

Unfortunately, we’re unable to offer a click and collect service at the moment. Check back on our website for updates as we are always looking for new ways to improve your delivery experience with us.

Covid-19

For all Coronavirus related delivery questions please visit www.photobox.co.uk/coronavirus-FAQs.