Packaging
Our standard packaging is, wherever possible, re-cycled cardboard, packages that are fragile or should not be bent will be marked with warnings stickers as appropriate.
Although we do package items for free you will also find some additional packaging options on some products which you can chose to add to your order to help ensure that they arrive in perfect condition; these are new rigid packaging boxes and not recycled packaging.

Postage Holding Fees
In some cases the shopping cart cannot work out the best shipping service for your package. This is most likely to occur if the order is comprised of mixed items such as aerosols and large sheet materials, or if you are overseas and your package weights more than 2KG.
In such cases you may see an option of "Holding Fee - We refund Excess". This means that we will look into the best shipping options for you, then contact you with those prices to arrange delivery, we will then refund any excess postage fees paid by you, or due to us, where applicable.

Import Duties and Taxes:
Import Taxes (outside the UK); Antenociti's Workshop Ltd is not responsible for any charges the customer may have to pay in taxes or customs duty. We suggest customers contact their local customs office to establish what additional charges may be incurred on importation.

Timed Delivery Services
Services that have a timed delivery, such as Special Delivery Next Day, DHL Home 48 and so forth, are timed from their date of dispatch and not from when the order is placed. Please also note that these services are rarely guarenteed and sometimes take longer to deliver.
We do not dispatch items on Tuesdays, Wednesdays, Saturday or Sunday other than by special arrangement.
All orders are expected to be filled and dispatched within 28 days of receipt of order.

Natural Products & Customs Seizure:
Some items we sell are made from, or consist of, natural products that may not be legally imported into certain countries and/or states. We ask that customers check with their local Customs service to ensure that such items are allowed into their country or state before placing an order with us. We endeavour to mark any such items as being potentially at risk however we cannot be held responsible for seizure of such items as it is impossible for us to know the import restrictions of every product for every country.

We would like to draw the customers’ attention in particular to items such as our Ivy Leaves, Leaf Litter and Realistic Reeds, as well as items such as Lichen and other natural products such as Seafoam and Forest in a Box.

Urgent Orders
If your order is urgent, time-sensitive or involves any special arrangements; then you must contact us and arrange dispatch with us before placing your order. Please do not just add a comment to your order as we may not see it for some time!
Please do not place orders with special postal requirements (such as "Leave in the Shed if not in") as we cannot pass these instructions on to the postal service; in all cases please contact us first to arrange any special requirements with us.

Missing Packages
Royal Mail classify a parcel as being missing when it is 15 working days later than the due date. The "due date" is typically regarded as between 3 days after postage for first-class mail, and a working week depending on the class of service: thus usually giving a total of 20 working days, or four weeks, from dispatch.
We cannot make a claim for a missing parcel until that time has passed - Royal Mail will not allow claims made before that time. As such if your parcel is late then please contact us to let us know once the appropriate time period has passed. We will then make a claim for you (which can take up to 6 months to handle by Royal Mail) but rather than have you wait for that long we will send you out a replacement parcel to the value that it was insured for.
Also please note that unless you purchase additional insurance then the maximum value that Royal Mail insure a package to is is £36.00 and that is the maximum that you can be refunded.
The only thing required from you, the customer, is to provide us with a written, signed, statement that the package has not arrived and including the value of the package, your name, address and the date dispatched by us along with the current date (must be a minimum of 20 working days after the dispatch date).
(Please note that you will be required by Royal Mail to sign documentation confimring that a package ahs not been delivered and that false declarations may be reported to the police.)
If your package is late you may be able to claim compensation yourself directly from Royal Mail. This is usually in the form of 12 First Class stamps or a cheque for £5 or £10 depending on the severity of the delay.
You must make any application for delay compensation yourself, although we are happy to provide you with a copy of the dispatch notice that you will require as proof of posting.
You can find more details on the Royal Mail website here

Postage over-charged?
Think you have been over-charged for your Package? Does the Shopping Cart postage seem too high?
We try our utmost to ensure that our postal charges are both reasonable and accurate. However as with any automated systems things can go wrong.
If you believe that you have been overcharged for your package then PLEASE contact us and let us investigate for you.
Similarly if you believe that the postage charges shown by the shopping cart system are too high then drop us an email and ask us to look into your order for you.