Frequently Asked Questions
When will my order be dispatched?
If you place your order by 3pm (UK time) Monday to Friday, it'll be posted on the same day. If you place your order after 3pm, it'll be posted out on the next available working day. We're not able to post on UK bank holidays or weekends so we'll hang onto your order until the first available working day.
The only exception are personalised orders which need a bit of extra time to prepare for dispatch. If you place your order before 3pm Monday to Friday, we'll be able to post on the following working day. If you place your order after 3pm, it'll be posted out within the next two working days.
When will I receive my order?
If you opt for our free Economy delivery service which is available on all orders being sent within the UK, your order will take around 2-3 days from dispatch to delivery. If you choose to upgrade to a paid postage option, our Standard delivery will take 1-2 days from dispatch and our Express option will arrive the next working day after dispatch. You can read more information about our delivery options here.
Due to Royal Mail staff shortages during the current Coronavirus situation, some deliveries may be delayed. We are continuing to dispatch orders on time. We would greatly appreciate your patience and understanding.
Can I track my order?
If you opt for our free Economy delivery service, the tracking provided will display a confirmation on delivery (or details of how to collect or re-arrange delivery if you weren't available) but will not provide updates as the parcel travels through the postal network. Our Standard and Express delivery options and orders over the value of £30 using the Economy option will have end-to end tracking via the Royal Mail Track & Trace website.
What happens if I'm out during delivery?
We send all our UK orders with Royal Mail who will either leave a card or notify you by email if you're not available when they try to deliver. You can also use the tracking number on your dispatch confirmation email on the Royal Mail Track & Trace website to check the status of your delivery. Following a delivery attempt, you can either collect your order from the location stated on the card/email/tracking website or re-arrange delivery for a suitable day via the Track & Trace website.
We don't require a signature on orders under the value of £100 so your postman may opt to leave your parcel in a safe place at your address instead.
Can I return my order?
Absolutely! We provide free returns on all orders so if you change your mind after purchase, please just let us know by email within 30 days of receipt to email@example.com and we'll send over a pre-paid returns label. Then simply post it back to us and we'll refund your order as soon as it arrives with us.
If your item is faulty or damaged in any way, please let us know by email at firstname.lastname@example.org (including pictures if you can), and tell us whether you'd like a refund or an replacement. We don't usually need damaged or faulty items posting back but we'll let you know if we do.
Do you post internationally?
We certainly do - we base our international shipping rates on the weight of the order so please head to the checkout to calculate the shipping cost to your country.
Do you wholesale?
Unfortunately not - we don't make or distribute any of our products so we're unable to provide a wholesale service.
How can I contact you?
The easiest way to contact us is by email - you can reach us at email@example.com. We can also provide support by phone on 01572 724 585 but please note that we're a small team so you may need to leave a message on our answerphone. We'll always try to get back to you as quickly as possible!