Shipping & Returns
SHIPPING AND RETURNS PROCEDURES
FREE DELIVERY applies to orders over the value of £60 and these orders are usually sent by our courier service, we reserve the right to use another postal service if necessary with our free delivery option. We normally dispatch orders within 2 working days, once an order has left our facility please allow up to 7 working days for standard post in case of postal delays which are beyond our control.
Royal Mail aim to deliver Standard Delivery 2nd Class packages within 3-5 working days after your order has been dispatched, Royal Mail aim to deliver 1st Class packages within 1-2 working days after your order has been dispatched.
Express Delivery is a next day service within the UK, it is available during week days only for orders placed before 12pm. If an order is placed after 12pm the order will not be dispatched until the following day, if an order is placed on thursday after 12pm the order will then arrive monday. If an order is placed on a bank holiday weekend these terms will not apply and delays should be expected, we therefore advise you contact us before placing your order if you need it promptly, see below.
For urgent NEXT DAY orders (subject to stock availability), please contact us by phone on 01271 879443 before 12pm, and we will do our very best to process your order as quickly as possible. If we are unable to do this, we will advise you.
OVERSEAS DELIVERY TIMESCALE:
We ship to the UK mainland using Royal Mail and DPD to a maximum weight of 20kg. European and Worldwide orders are shipped using Royal Mail or DHL and its partners to a maximum weight of 2kg. If your order has a large weight excess we may have to contact you to discuss an updated shipping quotation. Courier to Western Europe is usually 3-5 working days, courier to Eastern Europe is usually 4-7 working days and courier to the Rest of the World is usually 7-10 working days.
EXTENDED CHRISTMAS RETURNS POLICY
During the period 15th October until 24 December we have an extended returns policy to allow for the Christmas period, any items purchased during this period can be exchanged or refunded up until the 31 January using our standard returns procedure and conditions as outlined below.
Our products come with a 30 day no quibble guarantee, apart from our bespoke made service, whereby separate terms and conditions apply below. All items whether returned for an exchange or refund MUST be returned in a re-sellable condition with all their tags and original packaging/box. (PLEASE DO NOT DEFACE THE PACKAGING, SUCH AS BY USING PARCEL TAPE DIRECTLY ON PRODUCT PRESENTATION BOXES/BAGS OR WRITING ON THEM, PLEASE USE A MAILING SACK OR SIMILAR). All exchanges and refunds will take a minimum of 10 working days to action after receipt. If the exchange you require is not in stock and you do not want to wait on back order, then a refund will be given to include the Standard 2nd Class Delivery cost. We will not take responsibility for any returned items lost or damaged in the post, we therefore recommend that all goods are insured in transit. To understand obligations as a merchant in the UK consult “The consumer protection (Distance selling) Regulations 2000” which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm. Your statutory rights are not affected.
PLEASE NOTE: We are aware that returning products right now, given the current climate, could be quite stressful, so any orders placed from the 16th March 2020 will qualify for an extended returns period of 60 days with immediate effect. Our standard return rules above still apply.
BESPOKE MADE ORDERS
Custom orders will require a 20% non refundable deposit on completion of design specifications and before manufacture begins to take place. Due to the nature of the products we work with we ask all customers to make themselves fully aware that our products are natural and that this is taken into consideration when placing an order. Some variation from images or colour swatches may occur and no two products can be identical in appearance or texture.
FREE EXCHANGE – UK ONLY
If you wish to exchange an item for a different size, colour or style of item, you can use our free returns label, please email us at [email protected] with your order number and request a label for your exchange. If you have a high value order, we may decide to arrange a courier collection. If you are returning goods to us please include your order details and request within the return package, failure to provide the neccessary information will result in your return being delayed or unidentifiable. Once your parcel is packaged securely please take it to any UK post office and obtain a proof of posting receipt. It is important that the item is returned in their original packaging/box with all label and swing tags attached. Overseas exchanges may take longer to process and any return postage costs are to be met by the customer.
If you would like to return an item for a refund, due to change of mind, colour, or size and do not require an exchange, please return it with your order details stating a refund is required. It is important that all items are returned in their original packaging/box with all label and swing tags attached, if your order arrived in a shoe box or similar the packaging MUST NOT be defaced. Please remember to get your certificate of posting when returning the item to us and ensure it is adequately insured. The consumer is responsible for the return cost of the order. Once we have received the item back in a sellable condition, then the item will be refunded to the original payment method, along with basic delivery cost of the order (Standard 2nd Class), even if the customer had paid for expedited delivery, i.e. First Class or an Express Delivery.
FAULTY DAMAGED OR INCORRECT ITEM
If an item is being returned due to it being faulty, damaged or incorrect, then you can use our free returns label; please email us at [email protected] with your order number and request a label, we will then email you a freepost label which you will need to print off and secure to the parcel. If you have a high value order we will arrange a courier collection for you. It is important to include your order details and relevant information about your request for either an exchange or refund within the return package, please make sure you obtain a proof of posting receipt from the Post Office. Once the return is received, you will be sent a replacement order or given a refund in full.
If you have any queries with our returns procedure in general, then please call us Monday ~ Friday 9am – 5pm on 01271 879443.
ADDRESS FOR ALL RETURNS
1 LUNDY VIEW
MULLACOTT BUSINESS PARK