MAILING GUIDE: INTERNATIONAL ORDERS

If you are anywhere in Europe or the rest of the world, we can arrange a collection for you using DHL. We will cover shipping costs up to £20 and we would need to pass along carriage fees for the cost of shipment that exceeds this value. 

Please send your items in any sturdy box and take care it is sufficiently padded and sealed. If you have light-coloured items, please take care they aren’t touching anything of a darker colour. This includes fabric, printed packing material or ink from paper. Please do check your bags for valuables prior to packing. Please try to keep your dust bags at home.

When your items are ready to be returned, you will be sent a link to choose a preferred return date and as per the collection, DHL will text on the morning of the delivery with a 1-hour delivery window.

DHL Collection

If you live outside the UK, we can arrange a courier for you. After you have placed your items in a package and wrapped it securely, you can either take the parcel to any DHL drop point or we can arrange to have it collected from you. You will be sent a label the day before your chosen collection or drop-off date.

DHL will collect during business hours (9am-5pm) and text you on the morning of the collection with a 1-hour collection window. When your items are ready to be returned, you will be sent a link to choose a preferred return date and as per the collection, DHL will text on the morning of the delivery with a 1-hour delivery window.

Please send your items in any sturdy box and take care it is sufficiently padded and sealed. If you have light-coloured items, ensure they aren’t touching anything of a darker colour including printed packing material or ink from paper please do check your bags for valuables prior to packing. Please try to keep your dust bags at home.

When your items are ready to be returned, you will be sent a link to choose a preferred return date and as per the collection, DHL will text on the morning of the delivery with a 1-hour delivery window.

DHL Drop off point

If you live outside the UK we can arrange a courier for you. After you have placed your items in the package, we will send you the label required to attach to your parcel and you can drop it at your local DHL point. 

Receipt of confirmation

When your items arrive in our atelier we will send a confirmation of receipt so that you know they arrived safely, this will be an email with photographs of your items.

Your items will then be put through a physical assessment process where we will reconcile what you’ve asked us to do / voiced complaint about and what we think is needed. We will revert by email with a quote detailing our approach, cost and turnaround expectations. In the email you can query/accept or decline any part of the quote.

Insurance

All of your items are trackable and confirmed at each stage of their journey. However, if the worse were to happen, we have appropriate goods in transit insurance in place. 

The Restory is not responsible for any packages that may be lost or damaged in transit. If you do require insurance please inform us or take out necessary insurance on any valuable high value items, which you chose to send in as this will incur additional costs.

Details of collection

Collections are complimentary if you are in the UK. If you are anywhere in Europe or the rest of the world, we can arrange a courier for you and we cover shipping costs up to £20 where we would need to pass along carriage fees for the cost of shipment should it exceed this value. You will be sent the appropriate label to attach to the parcel before the collection.

Legislation

Be aware of legislation on exotics, CITIES or rules around counterfeit. It is your responsibility to ensure you adhere to the laws in the country that you are in or having the item returned to. The Restory does not take any responsibility if the item is retained by customs or destroyed due to laws entering the country where you have failed to provide the correct documentation, it is counterfeit or the laws are against the animal skin entering that country.