As a small independent author shop, orders are prepared, packed and dispatched by me personally. Please read the following information before placing your order.

Order Processing: Most in-stock orders will be prepared and dispatched as soon as reasonably possible. As many Cinder Falls products are handmade, hand-finished, individually signed or prepared to order, please allow time for your order to be processed before dispatch. Estimated processing or dispatch information may also be provided within individual product listings. During particularly busy periods, new releases, pre-orders or shop launches, processing times may be longer.

UK Delivery: UK orders will be sent using the delivery service selected or displayed at checkout. Delivery estimates begin after your order has been dispatched, not from the date your order was placed. Any delivery timeframe provided is an estimate unless explicitly stated otherwise. Once your order has been dispatched, delivery times may be affected by postal delays, weekends, bank holidays, adverse weather or other circumstances outside of my control.

Pre-Orders: Products clearly marked as pre-orders are not available for immediate dispatch.

Please check the individual product listing carefully for the relevant release date or estimated dispatch information before ordering. Pre-orders may take approximately 7–14 days to reach you, depending on when stock becomes available, processing requirements and the delivery service. Where possible, I will provide information regarding expected release and dispatch dates within the product listing. Please be aware that release or dispatch dates may occasionally change due to circumstances outside of my control.

Orders Containing Pre-Order & In-Stock Items: If you purchase an in-stock product and a pre-order product within the same order, your items may be dispatched together once the pre-order product becomes available. If you would prefer available items to be dispatched separately, please place separate orders.

International Delivery: International shipping may be available to selected countries. International delivery times vary considerably depending on the destination, postal service and customs processing. Please allow additional time for international orders to arrive. Customers are responsible for ensuring that products ordered from Cinder Falls can legally be imported into their destination country.

Customs, Import Taxes & Fees: International orders may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country or delivery provider. Unless explicitly collected at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the customer. Cinder Falls has no control over charges imposed by another country’s customs authorities and cannot predict how much they may be.

I am not responsible for delays caused by customs processing.

Delivery Addresses: Please ensure that your delivery address is complete and correct before placing your order.

If you notice an error after ordering, please contact me at cinderfallsmerch@gmail.com as soon as possible.

I will make reasonable efforts to correct an address before dispatch, but I cannot guarantee that changes can be made once an order has entered the packing or delivery process.

Additional postage costs may apply where an order needs to be resent because an incorrect or incomplete delivery address was provided.

Delayed Orders: Postal delays can occasionally happen after an order has been dispatched. If your order has not arrived within the expected timeframe, please contact me and I will assist where reasonably possible. Please allow sufficient time for the relevant postal or courier service to consider a parcel delayed or lost before a replacement or other resolution can be arranged.

Lost or Damaged Parcels: If you believe your parcel has been lost in transit, or your order arrives damaged, please contact: cinderfallsmerch@gmail.com

Please include your name, order number and details of the issue. For damaged orders, photographs of the parcel, packaging and affected product may be requested where appropriate so that the issue can be investigated. Your statutory consumer rights are not affected by this policy.

Packaging: Orders are packaged carefully to help protect products during delivery. Some products may also be individually protected before being placed into their shipping packaging. Where an order contains multiple products, items may be packaged together where appropriate.

Contact: For any questions regarding shipping, delivery or an existing order, please contact: cinderfallsmerch@gmail.com