Shipping policy
We handcraft every Martelo & Mo tray in our Hertford workshop. As many of our trays are made to order, please allow time for us to carefully make and finish your piece before dispatch.
Dispatch & Lead Times
As many of our trays are handcrafted to order, dispatch times vary depending on the item and order quantity:
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In-stock items: dispatched within 1–2 working days
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Made-to-order items: dispatched within 3–5 working days
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Bespoke and custom orders: typically dispatched within 1–2 weeks
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Large quantity orders: typically dispatched within 1–4 weeks, depending on the quantity and specification
If you need your order by a specific date, please contact us before ordering. Where possible, we’ll always do our best to accommodate tighter deadlines.
For orders containing multiple items, we will normally dispatch the complete order together unless otherwise arranged.
Please note that these are estimated lead times and may occasionally vary during particularly busy periods.
UK Delivery
UK orders are shipped using a tracked courier service, normally DHL.
Delivery charges, where applicable, are calculated at checkout based on your order and delivery address.
Once your order has been dispatched, you will receive tracking information by email or text so you can follow your delivery.
If you have a specific delivery deadline, please contact us before placing your order.
Express Orders
If you require your tray urgently, please contact us before ordering.
As our trays are handcrafted and many are made to order, express production and delivery will depend on workshop capacity and the product ordered. Where possible, we’ll be happy to help.
International Delivery
We ship Martelo & Mo trays internationally using DHL Express.
International delivery normally takes approximately 3–5 working days from dispatch, depending on the destination and customs clearance.
Shipping charges are calculated at checkout where available. If your destination is not available at checkout, please contact us, and we can provide a delivery quote.
For international orders, please ensure you provide a valid email address and telephone number, as DHL or your local customs authority may need to contact you regarding the shipment.
Customs, Duties & Import Taxes
Orders delivered outside the UK may be subject to local customs duties, import taxes, handling fees or other charges imposed by the destination country.
These charges are not included in the product or shipping price and are the responsibility of the customer.
We are unable to predict the amount that may be charged, so we recommend checking your country’s import requirements before placing an order.
DHL or your local customs authority may contact you directly if payment or additional information is required before your order can be delivered.
Tracking Your Order
Once your order has been dispatched, we will send you tracking details using the contact information supplied when you placed your order.
Please check that your delivery address, email address and telephone number are correct before completing your purchase.
Once an order has been dispatched, we may not be able to change the delivery address.
Failed or Returned Deliveries
Customers are responsible for providing a complete and accurate delivery address and for accepting their delivery.
If a parcel is returned to us because of an incorrect or incomplete address, repeated failed delivery attempts, unpaid customs charges or failure to provide information requested by the courier or customs authorities, additional delivery charges may apply.
Where an international shipment is returned to us because customs duties or import charges have not been paid, any costs charged to us for the return shipment or customs clearance may be deducted from any applicable refund.
Damaged Parcels
We carefully package every tray before it leaves our workshop.
If your order arrives damaged, please contact us as soon as possible and include photographs of:
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the damaged item
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the outer packaging
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the shipping label
Please keep all original packaging while we investigate the issue with the courier.
Bespoke Orders
Bespoke and custom-sized trays are made especially for you.
Production times for bespoke orders will be confirmed when ordering and may differ from our standard lead time.
Please note that bespoke and personalised items are non-returnable and non-refundable. Please see our Returns Policy for further information.
Contact Us
If you have a delivery deadline, require an international shipping quote or have any questions about your order, please contact us at:
We’re always happy to help.
