Frequently Asked Questions
When will my order be dispatched?
For non-personalised orders, if you place your order by 2pm (UK time) Monday to Friday, it'll be posted on the same day. If you place your order after 2pm, 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.
Personalised orders need a bit of extra time to prepare for dispatch. If you place your order before 2pm Monday to Friday, we'll be able to post on the following working day. If you place your order after 2pm, 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 3-4 days from dispatch to delivery. If you choose to upgrade to a paid postage option, our Economy Tracked usually takes 2-3 days from dispatch, Standard Tracked takes 1-2 days from dispatch and our Express Tracked option will arrive the next working day after dispatch. Our Economy Tracked service is also provided free of charge on orders over the value of £29. You can read more information about our delivery options here.
We are dispatching orders every weekday as normal and while the majority of deliveries are taking place within their usual estimates, we are seeing some delays. Your patience is much appreciated during this unusual and challenging time.
Can I track my order?
If you opt for our free Economy delivery service and your order is under the value of £29.00, 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 Economy Tracked (free for orders over the value of £29) Standard Tracked and Express Tracked delivery options 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?
Unfortunately, we're not posting outside of the UK at this time.
Do you wholesale?
Unfortunately not - we don't make or distribute any of our products so we're unable to provide a wholesale service.
Do you provide stock donations for charities?
We donate end of line stock and seconds to Barnardo's in line with the wishes of the real Joyce and Joan.
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 01733 332 634 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!