MAILING GUIDE: LONDON AND UK COLLECTIONS

London Orders

We provide a 2-hour window for complimentary collections and returns within our London zones, you can select the date and window of time that suits you via our booking page. Please can you can place your items in a bag with your name and address on it to ensure its clearly labelled.  

Rest of UK Orders – DHL Collection

If you are anywhere in the UK, we can arrange an overnight courier for you, you can select the date suists you via our booking page. After you have placed your items in a sturdy box or sealed 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 are anywhere in the UK or Europe, we can arrange an 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 this will incur additional costs.