Shipping policy

Delivery Services:

As standard, the following services are used for delivery:

  • For deliveries within the UK, I use the Royal Mail Second Class service. At checkout, there is an option to upgrade to the Royal Mail First Class service. 
  • For deliveries outside of the UK, I use the Royal Mail International Standard service. 

Custom pet portraits are shipped using the following services:

  • For deliveries within the UK, I use the Royal Mail Signed For Second Class service.
  • For deliveries outside of the UK, I use the Royal Mail International Signed and Tracked service. 

Where necessary, a different delivery provider and/or service may be used. This may be determined by, but not limited to, delivery costs, timescales and service availability. In the event that a different delivery provider and/or service has to be used, The Little Mouse’s House will endeavour to choose a provider and/or service which is closest in delivery time and cost to the service chosen by the customer when making the order. The choice of delivery provider and service will be at the discretion of The Little Mouse’s House.

Please note that delivery providers are a third party. Your personal information, such as, but not limited to, your name, address and contact details, will be shared with the delivery provider for the purposes of:

• Delivering your order;

• Keeping you informed regarding the status of your delivery;

• Future correspondence with the delivery provider regarding the status of your delivery, for example, if making a claim for a lost or damaged parcel.

Once your details are passed to the delivery provider, the delivery provider becomes the data handler for your data. By submitting an order, you consent to your personal information being shared with the delivery provider for the purposes of delivering your order, providing you with necessary updates regarding your order, and future correspondence regarding your order. Please refer to the delivery provider’s policies for details regarding how they use your data.

Free Local Delivery:
Delivery addresses with the following postcodes qualify for free local delivery. (Minimum order price: £40.) If your order qualifies for free local delivery, I will be in touch after receiving your order to arrange the best time to deliver. By making an order, you consent to me using your contact details to contact you to arrange delivery.

Postcodes: HU1, HU2, HU3, HU4, HU5, HU6, HU7, HU8, HU9, HU10, HU11, HU12, HU13, HU14, HU15, HU16, HU17, HU20

Timescales for Dispatch:

  • The Little Mouse’s House aims to dispatch non-custom items within two working days of receiving your order. However, this is a guideline and The Little Mouse’s House cannot guarantee this timeline for dispatch.
  • Turnaround times for custom orders and wholesale orders will vary dependent upon the order. Please get in touch before making an order if you would like an estimated turnaround and dispatch time.
  • Dispatch timelines are subject to change, and will be dependent on, but not limited to, order volumes, working hours, access to supplies and access to working equipment.

Wholesale Orders:

  • Due to the larger quantities involved, wholesale orders will require additional processing time. As a guideline, wholesale orders are typically dispatched within 5–7 working days. However, this is not a guaranteed timeframe and turnaround times may vary depending on order size, current order volumes, material availability, and access to working equipment. If you require a more specific turnaround time, please get in touch prior to placing your order. Please note that turnaround times are estimates only, may be subject to change, and are not guaranteed.

Delays, Losses and Damages:

  • The Little Mouse’s House cannot be held responsible for any delays or losses once the order has been handed to the delivery provider. 
  • If your order has not been delivered within 14 working days of your order, please contact The Little Mouse’s House so that they can contact the delivery provider for an update. 
  • In the event that your order arrives damaged, please email The Little Mouse’s House (littlemouseshouse@outlook.com) immediately with photographs of the unopened packaging. The Little Mouse’s House will then contact the delivery provider and aim to work on a resolution. 

Delivery to Countries of the European Union and Members of the EEA:

Due to the fact that The Little Mouse’s House is a small, independent business based in England, we do not have an RP (Responsible Person) based in an EU country. As a result, we unfortunately cannot dispatch orders to countries of the European Economic Area (EEA). This includes countries of the European Union, Iceland, Liechtenstein, Norway and Northern Ireland.

Shop settings currently disallow orders from these countries. If an order is accidentally received from one of these countries, your order will be cancelled and a refund will be actioned. Sorry for any inconvenience that this may cause. 

International Customs & Duties:
Orders are dispatched from England.

• Orders being shipped to the USA:

The Little Mouse's House will use a PDDP (Postal Delivered Duties Paid) service to post your order. This means that all customs duties and import taxes are paid in advance, within the shipping charge at checkout. 

• Orders being shipped to other international destinations:

If you are ordering to a country outside of England, Scotland or Wales, your parcel may be subject to customs duties, taxes or import fees set by your country. These charges are not included in the item or shipping price and are the responsibility of the buyer. Unfortunately, I have no control over these fees or delays that may be caused by customs processing. Before making your order, we recommend checking with your local customs office if you are unsure about potential charges.