An estimated delivery date is specified for every Volume reward. We will send backers of successful campaigns regular updates on the project’s progress, including its production and printing schedule, and likely shipping date. We’ll be doing all we can to keep to our estimated delivery date, but in the event that publication might be delayed, we’ll immediately inform you via email and the campaign’s update page.
When production approaches completion, just before books are shipped, we will notify you to ensure the delivery address listed on your account page is correct.
All our books and products are currently shipped from the United Kingdom. Standard delivery times for Volume projects are:
UK: 4 to 6 working days
Europe (Western): 5 to 9 working days
Europe (Central and Eastern): 5 to 13 working days
International: 8 to 13 working days
You will receive an automatic confirmation of your pledge. We are currently unable, however, to send a confirmation of dispatch.
Domestic orders are shipped via Royal Mail. Orders to Europe and Worldwide are shipped using a range of services, which enables us to offer you the most competitive prices. This does mean that your package may be routed through another country and labelled as such.
Please be aware that shipments have been temporarily suspended to the following countries: Belarus, Russia, and Ukraine.
Custom charges for EU customers
If you’re in the EU you are now liable to pay all extra import duties. If you are waiting for a parcel, please be aware that you may now have some customs charges to pay before it is released.
Duties and Taxes
Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Volume, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Volume. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
High-value items, such as limited editions, may be sent by courier. If a courier service is available, this will be noted in your cart and during the checkout process.
All our books are shrinkwrapped and packed in secure card-wrap mailers. Prints are tissue-wrapped and packed in thick cardboard tubes.
Lost or delayed orders
If your order hasn’t arrived within our advised shipping times, please contact us at email@example.com and we will investigate the matter. We aim to answer all order queries within 24 hours during the working week (Monday to Friday, 9:30am to 5:30pm); weekend enquiries will be answered on the following Monday.
Returns and damages
We accept all returns requested within 14 days of your pledge arriving. In such cases, we just ask that the item is returned in its original condition. If you’d like to return a product, please get in touch at firstname.lastname@example.org to arrange this. All refunds exclude postage costs.
If your item has arrived damaged, please get in touch at email@example.com so we can arrange a replacement. Please also provide a description of the damage or photographs, which will also help us to avoid similar damage in the future.