Shipping Policy

Last updated: September 2026

At Brick You, every custom order is made especially for you. Because your order needs to be designed, approved and produced before it can be shipped, please allow for both production time and shipping time when placing your order.

Order Processing & Production

Once your order and photos have been received, our design team will create your custom design.

You’ll receive a preview by email, usually within 24–48 hours, so you can review your design before it goes into production.

Once your design has been approved, production generally takes around 2 weeks.

Please note that production times are estimates and may be longer during busy periods, sales or peak gifting seasons.

Shipping & Delivery

All orders are shipped with tracking.

Estimated shipping times are displayed at checkout where available. Please remember that shipping times begin after your order has completed production and has been dispatched, not from the date your order was placed.

Most orders arrive within approximately 2–3 weeks from ordering, however this is an estimate and not a guaranteed delivery date.

Once your parcel has been handed to the shipping carrier, delivery times can be affected by factors outside our control, including postal delays, customs processing, severe weather and peak holiday periods.

Tracking Your Order

Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking information.

Tracking information can sometimes take a few days to update after dispatch. A temporary lack of tracking updates does not necessarily mean your parcel has been lost.

Lost Parcels

We want to make sure you receive the custom order you paid for.

If your parcel appears to have been lost in transit, please contact us so we can investigate the shipment with the carrier.

If the carrier confirms the parcel has been lost, or we reasonably determine that it has been lost in transit, we will remake and reship your order at no additional cost to you.

Because each Brick You order is custom-made, replacement orders will need to go through production again before being shipped.

Incorrect or Incomplete Shipping Addresses

Please carefully check your shipping address before completing your order.

If you notice an error in your address, contact us as soon as possible. We’ll do our best to update it before your order ships.

If an order has already been shipped to the address provided at checkout, we may not be able to redirect or recover the parcel. Additional costs associated with reshipping an order due to an incorrect or incomplete address provided by the customer may be the customer's responsibility.

Returned to Sender

If your parcel is returned to us or our shipping partner because of an incorrect or incomplete address, failure to collect the parcel, or unsuccessful delivery attempts, please contact us.

We’ll work with you to arrange redelivery. Additional shipping charges may apply where the return was caused by an incorrect address, failure to collect, or another circumstance within the customer's control.

Delivered but Not Received

If your tracking shows your parcel as delivered but you cannot locate it, please check around your property and with other members of your household, neighbours, building reception or other safe delivery locations.

If you still cannot locate the parcel, contact us as soon as possible and we’ll help you investigate the delivery with the carrier.

Damaged Orders

If your order arrives damaged, please contact us as soon as possible and include photos of the parcel, packaging and damaged items.

We’ll review the issue and arrange an appropriate solution, which may include replacement parts, a remake, replacement or refund depending on the circumstances and your rights under applicable consumer law.

Customs, Duties & Import Taxes

International orders may be subject to customs duties, taxes, import fees or other charges imposed by the destination country.

Where these charges are not collected at checkout, they may be payable by the recipient. Brick You does not control customs processing or charges imposed by local authorities.

Customs processing may also cause delivery delays that are outside our control.

Shipping Delays

Delivery dates and shipping timeframes provided by Brick You or the shipping carrier are estimates unless expressly stated otherwise.

If your order is delayed, please contact us and we’ll do our best to help track it down and resolve any issues.

Your Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable consumer protection laws that cannot legally be excluded or restricted.

Need Help With Your Order?

If you have any questions about shipping, tracking or a delivery, please contact Brick You Customer Support through the contact details provided on our website.

Please include your order number so we can assist you as quickly as possible.