Webstore FAQs

Where’s my order?
Most orders are dispatched within two working days of ordering. We use Royal Mail and Parcel Force services. You should get an email from our web store when your order has been sent. These frequently go to spam folders, so do please check there if you don’t get a notification.

If you have any queries please email contact@handiwork.games and we’ll happily look into it for you.

Where is my free PDF?

The free PDFs that accompany some purchases are sent manually from DrivethruRPG during working hours, UK time, Monday to Friday. We sometimes manage to send some over the weekend, but we feel it’s important for our teams to rest. Thank you for your patience when waiting for your free PDF. We appreciate your understanding and very much appreciate your excitement to get that sweet free PDF goodness!

Where is my order sent from?
We endeavour to hold stock in the UK and in the US. Right now due to staff health issues we are not holding as much stock in the US as previously. We’re working on fixing that, but for now most orders, unless they are just a BEOWULF core book, will be sent from the UK.

Can I Track my Parcel?
Most services we use within the UK are tracked, and the Royal Mail should send tracking information to you – very small parcels are sent first class, which are not tracked.

When ordering from further afield, tracked services are very expensive. The economy services we use to send items from the UK to the US, for example, costs around £12. The tracked equivalent is £25.
As of March 2023 we do offer these more expensive services as an option at check out. It’s entirely up to you if you’d like to pay the premium for a tracked service.
As of April 2023 we’ve started using a more reasonably priced tracked service into the EU, which is great news!

I’m in the EU. Will I have to pay import duty?
We currently do not send parcels from the UK Duty Paid – so you may be charged tax by your own government to bring in goods from the UK to your country. Sadly, we don’t have any control over how much that costs, nor handling fees. We follow all the requisite procedures to send goods to EU countries.

Please note that in some countries your postal service does not reliably contact you to say there is a parcel waiting for you to pay duty. Germany in particular of late falls into this category. We especially recommend the new tracked option for all EU orders.

How will my order be packed?
Everything is packed by hand, by us at Handiwork HQ, or for selected items, from Handiwork US.
We wrap items in bubble wrap, and sometimes recycled paper to hold them together. We then use a padded envelope or recycled cardboard book wrap, depending on which is most suitable. Larger orders are packed into cardboard boxes.
We use recycled card packaging, and we recycle as much bubble wrap as we can. Sometimes your book or game might come wrapped in reused bubble wrap. We of course make sure that it’s completely clean, and fit for purpose. But sometimes the wrap may look “pre-loved”. We do this as purely for sustainability reasons.
Sometimes we do not have pre-used packaging available, and so use new.