Shipping policy

Processing Times

All orders are processed within 1-2 business days after payment is received.

Bespoke orders will take longer depending on the requirement. Production times will be communicated following detailed discussion after the order has been placed.

Orders are not processed, shipped, or delivered on weekends or public holidays.

 

Shipping Rates & Delivery Timeframe

Rates

UK Domestic: 

£2.5 for standard Royal Mail Tracked 48 delivery (free for orders over £30)

£5 for next day DPD delivery

International (EU):

£15 for standard international delivery (DDU - Delivered Duty Unpaid)

International (rest of the world): 

£25 for standard international delivery (DDU - Delivered Duty Unpaid)

 

Estimated delivery timeframes:

UK Domestic: 2–5 business days

International (EU): 5-10 business days, depending on the destination and carrier.

International (rest of the world): 10 - 20 business days, depending on the destination and carrier.

Please note: delivery delays can occasionally occur due to courier issues, customs, or seasonal demand.

 

Shipment Confirmation & Tracking

Once your order has shipped, you will receive a confirmation email with a tracking number (if applicable).

Tracking numbers may take some time to become active depending on the destination and courier.

 

Customs, Duties & Taxes (International Orders)

TOTEM is not responsible for any customs fees, import duties, or taxes applied to your order.

All fees imposed during or after shipping are the responsibility of the customer.

International parcels may also be held by customs pending duty payment, which can extend delivery times beyond our estimated timeframe.

 

Damages & Lost Packages

We package all orders carefully and insure shipments with our courier to help protect against loss or damage in transit.

Please carefully inspect the package and its content upon receiving, and If the items are damaged, please take photo evidence and get in touch with us at hello@totem-workshop.com as soon as possible with any details and evidence, we will find a satisfactory solution.

If your package is lost, please check with your building management, neighbours or your local delivery office first, and contact us at hello@totem-workshop.com if it's genuinely lost.

 

Address Accuracy

Please ensure your shipping address is correct at checkout. We cannot redirect shipments once they are in transit, and refunds cannot be issued for incorrect addresses provided by the customer. If your address is inputted wrong and you'd like it to be changed, please email as soon as possible and we will try our best to accommodate changes. 

If you have any questions about shipping, please contact us at hello@totem-workshop.com