Due to the fragile nature of the products we sell we take great care in the way we package your order. We make sure the item is robustly packaged to withstand the various touch points along the supply chain from the moment your order is placed to the time it arrives at your door. Where necessary depending on parcel size your order will be sent with a specialized Fragile goods handler to ensure your order arrives in perfect condition.
What should I do if my order arrives damaged or defective?
In the unlikely event that your order arrives damaged or defective please do not worry, we will assist you in making sure the matter is rectified in the most suitable way.
If this happens you should:
- Send an email to firstname.lastname@example.org
- Ensure that we have been made aware within 14 days of accepting delivery.
- Please state your order number in subject line of emailWe aim to respond within 24 hours.
- We may request images so to deal with your matter in the most efficient manner please upload images in original email.
How Long does it take for my order to arrive?
As we offer a wide selection of products that are made here in the UK, The delivery time can vary depending on the specific product ordered. The estimated delivery time can be found on the product pages before you order. The below example shows where this information is stated titled Lead Time:
Can I Choose a delivery date and time?
As we use third party courier services it is very difficult to guarantee a time of delivery and unable to offer time slot options. However in some cases dependent on product ordered and delivery location we may be able to accommodate with a day of choice at an additional surcharge. If this is something would like more information on please email us with your requirements to email@example.com
We will always try our best to accommodate.
Will the Courier notify me of the delivery date?
Yes, it is very important to provide your mobile number with your order as the couriers send text notifications before delivery is made. Once your order is placed with us we will provide you with and estimated delivery day that usually has a 1-2 day window. If mobile number is not provided the courier will not be able to contact you before the estimated delivery window.
Do you offer bespoke services?
Yes absolutely. 80% of our range can be manufactured to your requirement. Please email firstname.lastname@example.org. The products that have the below button next to them can be made to your requirement. Simply click on this link:
Can I return my item for an exchange?
Yes, providing you email email@example.com within 14 days of receiving delivery.>
The goods must be returned like new in original packaging.
Exchanges cannot be made on bespoke or custom made products.
Exchanges will incur a collection and re delivery charge that will be quoted once exchange has been requested.
Please do not send any returns back to us on your own accord as they will not be accepted.
We need to arrange and select specific courier to handle the return to avoid damages.
How and when is my refund paid?
Refunds are processed when your order has been successfully received to our returns centre.
The refund will be credited back onto the same payment method as originally purchased with.
Refunds cannot be credited into a different account than originally used.
If I want to return an Item do I have to pay?
If your order arrives damage or defective no.
However if you would like to return for any other reason the return collection charges will be deducted from your refund:
Small item: £6.99
Large Item: £19.99
Bespoke and custom made products cannot be returned