Shipping policy

Shipping Policy

UK Delivery - FREE

We use Royal Mail to send out your packages with and all items will be trackable. 

Standard Tracked = £FREE, 2-4 working days after dispatch 

Please note, the above aims are given by Royal Mail and in some instances they may be exceeded. We cannot be held responsible for any delays caused by Royal Mail as they are completely out of our control. We know it can be frustrating to wait longer than expected, but if you have not yet received your parcel please allow up to 7 working days from the expected delivery date before reaching out to us.

What should I do if my order has not arrived?

If your order still hasn't arrived within 7 working days of the dispatch date then please drop us an email at hello@thegentryco.com

As the customer, it is your responsibility to make sure your delivery address is complete and accurate to ensure it can be correctly delivered.
If your tracking number is showing that your order has been delivered but you haven't received it you will need to raise a complaint/delivery dispute with Royal Mail to get a reference number before we can arrange for a replacement to be sent.

Lost, Stolen or Damaged Parcels

Once your order leaves our hands it is under the responsibility of the courier to deliver it. We therefore cannot be held responsible for any lost or stolen parcels. If you live somewhere that might be deemed hard to find please include clear delivery instructions when placing your order. If for some reason your order arrives damaged, or it doesn’t arrive at all, you can raise a claim with Royal Mail here. For any assistance please feel free to email us at hello@thegentryco.com


International Shipping 

For more information please see Royal Mail International Incident Bulletin.

For international orders, delivery will vary depending on where you are in the World. Orders will be sent using Royal Mail International Tracked so you can keep an eye on its progress from us, all the way to your door. Please allow up to 48 hours for your tracking link to update after dispatch. You can track your order here, or follow the link in your dispatch email.

Please note: Shipping to Dubai/UAE is only possible with a PO Box. 

For some countries, such as Portugal, we will need your Identification Number (NIF) so we can successfully process your shipping label. To avoid delays, please email this to us once you have placed your order or add it to the notes section.  

For EU countries, there is a delivery aim of 5-7 working days. 

For remaining worldwide countries, the delivery aim is 7-14 working days.

If your order doesn’t arrive within this timeframe, please allow 15-20 working days before contacting us to allow for any delays that may have occurred. Any delays caused via carrier and/or customs are sadly out of our control.

Unfortunately, for those countries incurring a customs charge, we are not yet able to cover this. You will need to clear it before your items arrive, otherwise they will be sent back to us. Due to Brexit, this may now include any customers based within the EU.

International Costs and Zones:

EUROPE = £10GBP

WORLD ZONE 1 = £15GBP

All countries not covered by Europe, World Zone 2, and the United States of America. 

LOST, STOLEN, OR DAMAGED PARCELS

Once your order leaves our hands it is under the responsibility of the courier to deliver it. We therefore cannot be held responsible for any lost or stolen parcels. If you live somewhere that might be deemed hard to find please include clear delivery instructions when placing your order. If for some reason your order arrives damaged, or it doesn’t arrive at all, you can raise a claim with Royal Mail here. For any assistance please feel free to email us at info@barclondon.com