Last updated: October 2026

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1. Physical moulds

For orders placed through the standard website checkout, Mouldhaus currently ships physical moulds to England, Scotland and Wales.

Physical moulds are also available to selected international destinations through the Mouldhaus International Orders service. International orders are handled separately by enquiry and invoice rather than through the standard website checkout. Current destinations and country-specific information are available on the International Orders page.

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I do not currently ship physical products to Northern Ireland, the European Union or the European Economic Area.

Orders are sent using Royal Mail or another suitable courier or postal service according to the size, weight, value and destination of the parcel.

For standard UK website orders, available delivery options and charges are shown at checkout. For international orders, shipping costs are calculated individually and included in the final quote before an invoice is issued.

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2. Processing times

Standard physical mould orders are normally prepared and dispatched within 2–3 working days, unless a different processing time is stated on the product page.

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Some products are made to order and may require additional production time. Custom moulds and other custom products have their own lead times, which will be confirmed before the order is accepted.

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For international orders, the estimated production and dispatch time will be confirmed as part of your order quote. Processing time begins once payment has been received and is separate from the estimated delivery time.

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Working days are Monday to Friday, excluding UK bank holidays.

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3. Delivery

Delivery estimates are provided as a guide and are not guaranteed delivery dates.

UK orders are sent using the delivery service selected at checkout. Tracking information will be provided where the selected service includes tracking.

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Mouldhaus currently offers direct website checkout for physical silicone mould orders to the USA and Canada.

Orders to Australia and New Zealand are handled separately through the International Orders enquiry and invoice service.

International shipping charges for the USA and Canada are calculated using weight-based shipping rates at checkout. These rates include an allowance for postage and, for USA orders, applicable import duties and handling charges.

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International orders are sent using a tracked international service where available. Tracking details will be provided after dispatch.

International delivery times can vary and may be affected by customs processing, destination-country postal services, border procedures, local delivery networks or other circumstances outside Mouldhaus's control.

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You are responsible for providing complete and accurate delivery and contact information. International carriers and customs processes may require additional information, including your email address and telephone number.

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4. International customs, duties & taxes

All international orders are declared accurately for customs purposes using the actual contents and purchase value of the order. Commercial orders cannot be marked as gifts or declared at a lower value.

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For orders to the USA, applicable import duties and handling charges may be calculated and included in your final quote where the parcel is sent using a Postal Delivery Duties Paid (PDDP) service.

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For other international destinations, including Canada, Australia and New Zealand, any import duties, taxes, customs charges or local handling or clearance fees imposed by the destination country are the responsibility of the recipient unless expressly stated otherwise in your final quote or invoice.

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Mouldhaus cannot guarantee or control customs processing times or charges imposed by customs authorities, postal operators or other authorities in the destination country.

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Please see the International Orders page for current country-specific shipping information.

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5. Missing, delayed or damaged orders

If your order has not arrived within the expected delivery period, please check the tracking information first and then contact me at kirsty@mouldhaus.com with your order number.

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For international orders, please allow for possible customs or local postal delays before reporting a parcel as missing.

If an item arrives damaged, incorrect or faulty, please contact me as soon as reasonably possible with your order number and clear photographs of the item and packaging so I can investigate.

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Where appropriate, I may need to raise an enquiry or claim with Royal Mail or the relevant carrier before a missing or damaged parcel can be resolved.

If a parcel is returned to Mouldhaus because the delivery information supplied was incorrect or incomplete, delivery was not collected, or delivery could not be completed for reasons attributable to the recipient, additional postage charges may apply if the order is sent again.

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Nothing in this section affects your statutory rights where goods are faulty, damaged or not as described.

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Guernsey
We ship physical Mouldhaus products to Guernsey using the Royal Mail service shown at checkout. Processing time is shown on the product page or in our Shipping Policy; Royal Mail delivery times are estimates.

Royal Mail treats the Channel Islands as outside the UK mainland and requires customs information for parcels sent there. We will provide an accurate description and value of the goods and complete the required customs information.

Prices are shown in GBP. Mouldhaus is not VAT-registered and does not add UK VAT. If any import tax or carrier handling charge is assessed on delivery, it is payable by the recipient.

Guernsey has approved a 3% GST for introduction in 2029, so review the tax wording before then; the detailed arrangements may affect what you need to collect or tell customers.

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6. STL files & digital products

STL files and other digital products are supplied electronically and are not physically shipped.

Digital products are available for download after payment in accordance with the information provided on the relevant product page and your order confirmation.

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STL downloads are available to customers worldwide except customers located in Northern Ireland, the European Union and the European Economic Area. I do not currently supply digital products to those territories.

If you experience a genuine problem accessing a digital purchase, please contact kirsty@mouldhaus.com.

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7. Changes to shipping availability

Shipping destinations, carriers and delivery services may change from time to time due to carrier availability, customs requirements, regulatory changes or other circumstances.

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Mouldhaus may temporarily suspend or withdraw shipping to a particular destination where I am unable to provide a suitable or reliable delivery service.

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The destinations and shipping options available at the time you place your order or receive your international quote will apply to that order.