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Shipping Policy

Last Updated: 20 December 2025

1. Introduction

This Shipping Policy explains how physical products purchased from Mountains to Dust ("we", "us", "our", or "the business") are produced, shipped, and delivered.

This policy applies only to physical merchandise. Digital products are delivered electronically and are not subject to shipping.

Mountains to Dust is a UK-based business operating online at www.mountainstodust.com.

2. Made to Order Fulfilment

Mountains to Dust operates using a Made-to-Order model. This means:

  • Products are made to order after purchase

  • We do not hold physical inventory

  • Orders are fulfilled and shipped by third-party production partners

  • Items may ship separately if produced at different facilities

  • Production time is included in total delivery estimates

3. Processing & Production Times

3.1 Order Processing

  • Orders are submitted to production within 1–2 business days after payment confirmation

  • You will receive an order confirmation email after purchase

  • A shipping confirmation email with tracking details is sent once your order ships

3.2 Production Time Estimates

Production times vary by product type:

  • Apparel: 2–5 business days

  • Printed materials (journals, workbooks): 3–7 business days

  • Accessories: 2–5 business days

Production times may increase during peak seasons or promotional periods.

4. Shipping Timeframes

Shipping times begin after production is complete.

United Kingdom

  • Estimated delivery: 5–10 business days

International Orders

  • Europe: 7–15 business days

  • North America: 10–20 business days

  • Rest of World: 15–21 business days

Total delivery time = Processing + Production + Shipping

These are estimates, not guarantees.

5. Shipping Costs

All shipping is free.

6. Shipping Destinations

We ship to most countries worldwide. Availability is confirmed at checkout.

We do not ship to:

  • Certain P.O. Boxes

  • Some military APO/FPO addresses

  • Countries or regions restricted by carriers or international regulations

7. Tracking

  • Tracking information is provided once your order ships

  • Tracking may take 24–48 hours to activate

  • International tracking updates may be limited

  • Delays in tracking updates do not necessarily indicate a lost shipment

8. Customs, Duties & International Fees

For international orders:

  • Customers are responsible for all customs duties, taxes, and import fees

  • These charges are set by local authorities and are outside our control

  • We cannot estimate or prepay customs fees

  • Refused deliveries due to customs charges are not eligible for refunds, except where you're exercising your 14-day cancellation right under UK Consumer Contracts Regulations 2013 (our direct costs may apply)

9. Delivery Issues

9.1 Delays

Delivery estimates are not guaranteed. Delays may occur due to:

  • Customs processing

  • Carrier disruptions

  • Peak seasons or holidays

If your order is significantly delayed beyond the estimated timeframe, contact us at support@mountainstodust.com.

9.2 Incorrect Address

Customers are responsible for providing accurate shipping information. We are not liable for orders delivered to incorrect addresses provided at checkout.

10. Lost, Stolen, or Damaged Packages

  • Lost in transit: We will work with the carrier to investigate and resolve

  • Marked delivered but missing: We are not responsible for theft after confirmed delivery

  • Damaged items: Please contact us as soon as possible, and ideally within 48 hours, with photos of the damage

Resolutions may include replacement or refund at our discretion and subject to carrier claims. This does not affect your statutory rights under UK law.

11. Cancellations & Order Changes

Because products are made to order:

  • Orders can only be cancelled or changed before production begins

  • Once production starts, cancellations and changes are not possible

12. Force Majeure

Mountains to Dust is not liable for delays or failures caused by events beyond reasonable control, including but not limited to natural disasters, pandemics, labour disputes, government actions, or carrier disruptions.

We will communicate any such delays transparently and work with you to find reasonable solutions where possible.

13. Bulk & Wholesale Orders

For bulk orders (15+ units) or wholesale inquiries:

  • Contact support@mountainstodust.com before placing your order

  • Bulk orders may qualify for:

    • Volume discounts

    • Custom packaging options

    • Consolidated shipping arrangements

    • Flexible delivery schedules

  • Lead times differ from standard retail orders

  • Custom terms may be arranged for regular wholesale partners

Please include: quantity needed, product details, delivery location, and timeline requirements.

14. Business Liability Clarification

Mountains to Dust operates as a business entity. All purchases, communications, and transactions are conducted with the business, not with any individual associated with it.

Nothing in this policy limits your statutory rights under applicable UK or international consumer protection laws.

15. Policy Updates

We reserve the right to update this Shipping Policy at any time. Changes will be posted on this page with an updated revision date.

16. Contact

For shipping questions or concerns:
Email: support@mountainstodust.com​

Response time: We aim to respond within 3-7 business days (7-14 days during peak periods). For urgent matters (lost packages, significant delays), please include "URGENT" in your email subject line. Please include your order number and relevant details for faster assistance.

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