Shipping Policy
Last updated: 21 July 2026
Make It Terrain Ltd is based in the United Kingdom and ships orders worldwide.
This policy explains our usual dispatch process, delivery arrangements and what to do if an order is delayed, lost or damaged.
Order Processing and Dispatch
We aim to dispatch standard orders within three working days of receiving payment.
Working days are Monday to Friday, excluding UK bank holidays.
The three-working-day period is a dispatch estimate. It refers to the time before your order is handed to the postal or courier service and does not include the carrier’s delivery time.
Large Orders
Large orders may require additional printing, preparation, quality checking or packaging and may take longer than three working days to dispatch.
Where an order is likely to take significantly longer than usual, we will contact you using the email address provided with the order and give you an estimated dispatch date.
Placing multiple items in one order may extend the processing time, particularly where the order requires several separate production runs or multiple parcels.
Bespoke Commissions
Bespoke commissions, custom gaming boards and specially requested products do not follow the standard three-working-day dispatch target.
The estimated production and delivery arrangements for a commission will be discussed and agreed separately as part of the quotation or commission process.
Commission timescales may change where:
The design or specification changes
Additional work is requested
We are waiting for customer approval
Specialist materials or components are delayed
Circumstances outside our reasonable control affect production
We will keep you informed of any significant change to the expected completion or dispatch date.
Shipping Costs
Shipping costs are calculated according to:
The delivery destination
The size and weight of the order
The number of parcels required
The available postal or courier services
The applicable shipping charge will normally be displayed during checkout before payment is completed.
Very large, unusually shaped or heavy orders may require a separate delivery quotation. We will contact you before dispatch if this applies.
We will not charge an additional shipping amount without your agreement.
UK Delivery
UK orders are sent using an appropriate postal or courier service based on the size, weight and value of the order.
Any delivery estimate provided at checkout or by the carrier begins after the order has been dispatched.
Tracking information will be provided where the selected delivery service includes tracking.
Delivery estimates are not guaranteed and may be affected by circumstances outside our control.
International Delivery
We ship worldwide where suitable postal or courier services are available.
International delivery times vary depending on:
The destination country
The selected carrier
Local postal services
Customs clearance
The size and value of the parcel
Some large terrain sets or commissions may not be suitable for standard international shipping. Where necessary, we will contact you to discuss specialist delivery arrangements and costs.
Customs, Import VAT and Duties
Orders delivered outside the United Kingdom may be subject to import VAT, customs duties, brokerage charges, handling fees or other local taxes.
Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
Make It Terrain Ltd does not control the amount charged by overseas customs authorities, postal operators or couriers.
Customers are responsible for checking any import rules and potential charges that apply in their country before placing an order.
We will accurately declare the contents and value of international parcels. We cannot declare a commercial order as a gift or provide an artificially reduced customs value.
Orders Containing Multiple Products
Where an order contains multiple products, we will normally dispatch the order once everything is ready.
We may divide an order into separate parcels where:
The items cannot be safely packed together
Different parcel sizes or services are required
Splitting the order will reduce the risk of damage
Part of the order is ready substantially earlier
You will not be charged additional shipping costs merely because we decide to divide an order into multiple parcels.
Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address.
Please contact us as soon as possible if you notice an error in your address. We cannot guarantee that an address can be changed once an order has been dispatched.
We are not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.
Where a parcel is returned to us because the address was incorrect, incomplete or inaccessible, an additional shipping charge may be required before the parcel can be sent again.
Tracking Information
Where tracking is available, the details will normally be sent to the email address provided with the order.
Tracking information may take some time to update after the carrier receives the parcel.
Carrier tracking pages, delivery estimates and status updates are managed by the carrier and are outside our direct control.
Delayed Orders
Postal and courier delays can occur because of:
Adverse weather
Customs processing
Industrial action
Peak delivery periods
Transport disruption
Local delivery problems
Events outside our reasonable control
Please contact us at info@makeitterrain.co.uk if your order has not arrived within the expected delivery period.
We will review the tracking information and, where appropriate, contact the carrier to investigate.
A carrier may require a parcel to remain undelivered for a specified period before formally classifying it as lost.
Lost Parcels
Where we arranged the delivery, we remain responsible for the order until it has been delivered to you, or to another person or location you nominated.
If a parcel is confirmed as lost, we will provide an appropriate replacement or refund.
We will handle any claim with the postal or courier service. Customers should not need to pursue the carrier directly for an order we arranged.
Damaged Parcels
We package our products carefully, but damage can occasionally occur during delivery.
Please inspect your order after it arrives. If anything is damaged, contact info@makeitterrain.co.uk as soon as reasonably possible and provide:
Your order number
A description of the damage
Photographs of the damaged product
Photographs of the internal packaging
Photographs of the outside of the parcel
A photograph of the shipping label
Please keep the damaged product and packaging while we investigate, as the carrier may require evidence for a claim.
Depending on the circumstances, we may provide a repair, replacement, refund or another appropriate solution.
Contacting us promptly helps us make a carrier claim but does not limit your statutory rights.
Safe Places, Neighbours and Collection Points
Where you instruct the carrier to leave a parcel in a safe place, with a neighbour or at another nominated location, delivery to that location may be treated as completed delivery.
Customers are responsible for collecting parcels from collection points before the carrier’s deadline.
Where an uncollected parcel is returned to us, an additional shipping charge may be required before it can be sent again.
Failed or Refused International Deliveries
Where an international parcel is refused, left uncollected or returned because customs charges were not paid, we will contact you after the parcel is returned to us.
Any refund will be considered in accordance with our Returns Policy and applicable consumer law.
Original shipping charges, return shipping charges, customs fees or other direct costs incurred may be deducted from a refund where legally permitted.
Cancellations and Returns
Cancellations, returns and refunds are covered by our separate Returns Policy.
Bespoke, personalised and made-to-specification products may be subject to different cancellation and return rules.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
Contact Us
For questions about shipping or an existing order, contact:
Make It Terrain Ltd
24 Merryman Drive
Crowthorne
United Kingdom
RG45 6TW
Email: info@makeitterrain.co.uk
Website: www.makeitterrain.co.uk