Shipping & Delivery Policy

Last updated: September 2026

The Kobold Guild is an independent UK-based creative studio offering digital downloads, custom artwork and selected physical products.

This policy explains how our digital and physical products are processed and delivered. For information about cancellations, returns and refunds, please see our Return & Refund Policy.

Digital Downloads

Digital products such as TTRPG books, downloadable maps, PDFs and other ready-made digital files are available to customers worldwide.

Digital products are delivered electronically through Shopify. Depending on the product and your account settings, your download may be:

• sent to the email address used when placing your order;
• made available through your customer/member account; or
• provided through a download link after checkout.

Most digital products should become available shortly after your payment has been successfully processed.

Please allow up to 24 hours for your digital purchase to appear.

If your download has not arrived after 24 hours, please:

1. Check your email spam or junk folder.
2. Check that the email address attached to your order is correct.
3. Log into your customer account, where applicable, and check your purchases.
4. Contact us at hello@thekoboldguild.com with your order number.

We will be happy to help locate or restore access to your purchase.

Custom Digital Artwork

Custom digital artwork and commissioned pieces are created individually for each customer and are not instant downloads.

Our average processing time for a custom commission is approximately:

14 working days

unless a different turnaround time is stated on the product page or agreed with you as part of your commission.

Processing time begins once we have received the information reasonably required to begin your commission.

If we need additional references, information or approval from you, delays in receiving these may extend the completion date.

Larger or more complicated commissions may also require additional time. Any substantially different estimated turnaround will normally be communicated before or during the ordering process.

Once completed, your final digital artwork will be delivered electronically using the email address associated with your order or another agreed digital delivery method.

Physical Products Produced by The Kobold Guild

Physical products produced and dispatched directly by The Kobold Guild are currently available for delivery within the United Kingdom only.

We do not currently offer international shipping for these products.

Processing Time

Please allow approximately:

3-4 working days

for your physical order to be prepared before dispatch.

Working days do not normally include weekends or UK bank holidays.

Processing time is separate from the time your parcel spends with the postal or courier service.

During particularly busy periods, product launches or holidays, processing may occasionally take a little longer. Where we expect a significant delay, we will aim to let you know.

Shipping Costs

Our standard UK shipping options are:

Available shipping methods will be shown during checkout.

Choosing Express Shipping speeds up the delivery method after dispatch. It does not normally shorten the 3-4 working day processing period unless the product page specifically states otherwise.

Delivery Estimates

Any delivery dates or times shown on our website or during checkout are estimates unless we have expressly agreed a specific guaranteed delivery date with you.

Once your order has been dispatched, delivery may occasionally be affected by circumstances outside our reasonable control, such as postal disruption, severe weather or carrier delays.

Your statutory rights regarding delayed or undelivered orders are not affected by this policy.

Delivery Addresses

Please check your delivery address carefully before completing your order.

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error after ordering, contact hello@thekoboldguild.com as soon as possible.

If your order has not yet been dispatched, we will do our best to update the address.

Once a parcel has been dispatched, we may not be able to redirect it.

If an order is returned to us because an incorrect or incomplete address was provided, please contact us. Where appropriate and permitted by law, additional postage may be required before we can send the order again.

Lost or Missing Orders

If your physical order has not arrived within the expected delivery period, please contact us at hello@thekoboldguild.com

Please include:

• your name;
• order number; and
• delivery address.

We will investigate the delivery with the relevant postal or courier service where appropriate.

Please do not assume that you must resolve a lost parcel directly with the courier. Your order was placed with The Kobold Guild, so you can contact us for assistance.

Damaged or Incorrect Orders

If a physical product arrives damaged, faulty or you receive the wrong item, please contact us as soon as reasonably possible at:

hello@thekoboldguild.com

Please include your order number and photographs of the item and packaging where possible. Photographs help us identify what happened and resolve manufacturing or delivery issues more quickly.

Please see our Return & Refund Policy for further information about faulty, damaged or incorrect products.

Customs and International Delivery

Our ready-made digital products are available worldwide.

Physical products produced and shipped directly by The Kobold Guild are currently restricted to customers within the United Kingdom.

If international physical delivery becomes available in the future, applicable shipping charges, taxes, customs duties or import charges will be explained during checkout or in the relevant product information where possible.

Contact

For questions about shipping, delivery or a missing order, please contact:

The Kobold Guild
hello@thekoboldguild.com
www.thekoboldguild.com