Delivery and Returns Policy

​Last updated: 10th October 2025.

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Details of our delivery methods and charges are as follows:

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Delivery Methods

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• Online orders made with us may be shipped in more than one package. This allows us to ship items from different fullfilment sources efficiently and fairly.

• Items of Masonic regalia are dispatched from out trusted supplier by their chosen delivery method, either by Royal Mail or UPS, depending upon the size of your order. This allows us to reduce handling and cost to you.

• Hand made wooden items such as Lodge furniture and gifts are dispatched by us, using Royal Mail First Class.

• Orders for regalia may be held by our supplier and dispatched once entire order is fulfilled, depending on item availability and production time.

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Deliver Charges

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Our delivery charges are based on two delivery profiles, one for regalia and one for wooden items and are designed to be as simple, fair and equitable as possible. If your order contains items from both profiles, charges will be calculated separately and then combined to give you an overall charge.

 

Our charges for regalia items are:

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0 t0 100g - £2.99

100g to 750g - £3.99

750g to 2kg - £5.99

2kg to 10kg -8.99

10kg to 20kg - £12.99

Over 20kg - Free delivery.

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Our charges for wooden items are:

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0 to 2kg - £5.99

2kg to 10kg -8.99

10kg to 20kg - £12.99

Over 20kg - Free delivery.

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Dispatch Timelines

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Most items of regalia (if in stock) - 1-3 working days from our supplier.

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Items such as provincial collar jewels, badges and gauntlets, which require customisation with approppriate province/district and rank, are made to order and therefore require 2-4 weeks for delivery. If ordering provincial regalia for appointment or promotion, please ensure you order well in advance, otherwise we cannot gaurantee that your regalia will arrive in time.

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Hand-made and personalised wooden items (in-house) - 7-14 working days.

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Bespoke wooden itemsmay require a longer lead time.

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Please be aware that at busy times of the year delivery timelines may be longer than those quoted above.

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Delivery Disclaimer

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We are not liable for delays or issues caused by Royal Mail or UPS once items have been dispatched.  These include:

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• Service interuruptions, adverse weather, or transit delays.

• Lost or damaged parcels, unless covered by additional insurance.

• Parcels marked as delivered but not received - these should be followed up with the carrier directly.

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Returns and Refund Policy

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Were committed to customer satisfaction. If something's not quite right, we'll do out best to resolve it quickly.

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Eligibility

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• Standard products which have not been personalised and have not been used, may be returned provided they are in their original condition and packaging within 14 days of receipt for a refund or replacement. 

• Hand made or Personalised Items are made just for you and to order. As such, we cannot accept returns or refunds unless the item arrives damaged or faulty. We also cannot accept returns or offer refunds for personalised items where incorrect details were provided by the customer at the time of order. Please ensure all customisation requests are correct before finalising your purchase.

• Likewise we cannot accept resposibilty for errors in embroidered regalia that reflect specific ranks, provinces/districts if those specifications were provided incorrectly by the customer. All custom embroidery is completed by our supplier exactly as submitted - please double-check your order before confirming.  

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Damaged or Faulty Items

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• If an item should reach you damaged or faulty, please contact us within 48 hours of delivery, providing your order number, a description, and image of the issue. We maintain the right tor refuse a replacement if we deem the item to have been deliberately damaged.

• If your item is confirmed faulty or damaged, we'll offer a replacement or refund, including return postage costs if applicable.

• If returning an item of regalia which is damaged or faulty, please return it to us and we will liase with our supplier to resolve the issue.

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Return Process

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• Email us uponthelevelmasonic supplies@gmail.com with your order details and reason for returning. alternatively you can contact us by telephone on 01493 843455 duting business hours.

• Customer's are responsible for return postage unless the item is faulty or damaged.   ​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​