Shipping policy

Shipping Policy

We pack every order with care in Bristol and get it moving as quickly as we can — especially important since we're shipping living moss.

Processing Time

Orders are dispatched within 1-3 days of purchase. Orders placed after 2pm GMT may be dispatched the next working day.

UK Delivery

All domestic UK orders are sent via Royal Mail, typically arriving within 2 business days of dispatch. We retain proof of postage for every order and are happy to provide this on request.

International Delivery

Orders outside the UK are sent via Royal Mail International Standard Service, typically arriving within 10-14 business days, though international delivery times can vary.

Customs & Import Charges

Any customs duties, taxes, or import charges applied by your local postal service are the buyer's responsibility. We're not able to predict these charges in advance, as they're set by your country's customs authority.

Delayed or Lost Parcels

Most parcels arrive within the estimated timeframe, but occasional delays do happen — particularly with international shipments or during customs processing. If your parcel hasn't arrived, please get in touch and we'll look into it together. We don't consider a parcel officially lost until 30 days have passed since dispatch, at which point we'll sort a replacement or refund.

Questions About Your Order?

Email us at hello@themossfairy.com and we'll get back to you as soon as we can.