Twelo Customer Support

The delivery options for each product are listed on the relevant product pages. Each product is sent to you directly by the small business that created, designed or selected it – our Twelo Shops. They choose their delivery options from the Delivery Guide (below).

Delivery guide

* Multiple small products of the same size from the same Twelo Shop won’t necessarily increase the delivery cost. Please check the total cost on the checkout page.

Please note that personalised, bespoke and made-to-order products can take up to 30 days to make and be despatched. This will be shown on the product page (approx ETM) *estimated time to make

Our Twelo Shops choose whether to offer Tracked Express, Saturday or International delivery options.

Always check the relevant product page for accurate delivery information. By purchasing an item you agree to the stated delivery date. In the event of any change you’ll be notified of a revised delivery date by email.

Delivery times

Unless you’re having a product specially made, delivery is normally within 5 working days, and often much sooner.

The Twelo Shop will include details of delivery times on the relevant product page and will let you know when they aim to dispatch your products once you’ve placed the order.

If you want more information about delivery for a product that you’ve already ordered, please contact the Twelo Shop by using the contact link on your order confirmation email. If you require further assistance please get in touch with us – we’ll be happy to assist.

On occasion, unavoidable factors can delay a parcel (for example, bad weather, global events or postal strikes). If this happens the Twelo Shop will contact you and, where possible and appropriate, will agree a revised delivery date with you. Once your order has been dispatched, the Twelo Shop will be in touch again to let you know when to expect delivery.

Delivery and promotions

If you take advantage of a promotional code, the reduction is applied only to the price of the product and not the delivery cost. Any free delivery offers refer to standard UK delivery only.

UK delivery of standard products

Most standard orders to the UK are delivered for £4.50 or less, some will be free. The delivery cost is based on the product’s size and weight.

If a product will be delivered free of charge this is clearly displayed on the product page.

UK delivery of non-standard products

A non-standard product is something that’s considered to be fragile, perishable, high value, large, heavy, or something that has exceptional delivery requirements. For these products, the above costs won’t apply – you’ll find the delivery cost on the product page and these are specified by the Twelo Shop selling the item.

UK tracked express delivery

If you need something quickly, many Twelo Shops offer Tracked Express Delivery to UK destinations. The product will be delivered the next working day after it has been dispatched. Check with the Twelo Shop about the delivery cut off times,

International delivery

International delivery is not available at this time as Twelo is operational only in the UK. We plan to offer a full international service very soon. Please keep an eye on our blog for updates!

If you want to check timing or costs of delivery, please contact the Twelo Shop; they'll be happy to help.