Delivery & Returns
General Delivery
CHRISTMAS ORDER BOOKS ARE NOW CLOSED
Orders placed before Midnight on Monday 16th December will be dispatched by 18th December and sent via the post service selected at checkout.
Orders placed after this will not be processed until we return to work in January.
Each item is handmade to order, from our workshop in Sussex, please allow 3 to 10 working days for us to make and dispatch your item/s. Should you need an item sooner, please contact us before placing your order and we will accommodate this when possible. Please see banner on our website for dispatch times/last order dates during special occasions such as Mother's Day/Father's Day etc
Delivery options:
Postage costs are calculated at checkout based on size/weight.
Standard dispatch is up to 10 working days (Mon-Fri) from the date of your order.
Parcels
All parcels are sent via Royal Mail using a tracked service (a choice of either Tracked 48 or Tracked 24 is available at checkout).
Tracked 48 - £3.99
Standard dispatch + 2-3 days delivery (Fully tracked service)
Tracked 24 - £5.65
Standard dispatch + 1 day delivery (Fully tracked service)
Large Letters
To keep postage costs as low as possible, for all 'letter box' size orders, you can select 1st or 2nd class as well as the tracked options at checkout.
2nd Class - £1.95
Standard dispatch + 2-3 days for delivery (This is an untracked service)
1st Class - £2.55
Standard dispatch + 1-2 days for delivery (This is an untracked service)
Tracked 48 - £3.75
Standard dispatch + 2-3 days for delivery (Fully tracked service)
Tracked 24 - £4.45
Standard dispatch + 1 day for delivery (Fully tracked service)
Orders over £50
Free postage on orders over £50, sent via Royal Mail Tracked 48.
You will receive a dispatch email from us once your order has been sent, this will include your Royal Mail reference link. For 1st or 2nd class, this will show dispatch confirmation only. For tracked 24 or 48 full tracking is available via the link in your dispatch email and tracking updates will be provided by Royal Mail via Email/Text.
If you can’t find your emails from us, please always check your spam/junk folder, and add us to your safe senders to make sure we always appear in your inbox.
If your parcel is over the maximum Royal Mail size allowance, then your order will be shipped by Parcelforce 48 or DPD.
We do not currently offer delivery outside of the UK.
By purchasing from us you agree to the procedures/protocols of Royal Mails delivery terms.
Occasionally there are delays with Royal Mail, which are beyond our control. Royal Mail terms state to allow 7 working days past the due date for late parcels to arrive. Once this time period has passed, if your parcel has not arrived, please contact us and we will be able to send you a replacement and open a case with Royal Mail for a lost parcel.
You must let us know of a missing parcel within 14 days of your dispatch email being sent. It is important to let us know as soon as possible, so that we can try to track it down with Royal Mail before they send it back to us. Once it has been returned to us by Royal Mail a re-delivery fee will be due in order to post it again, this is simply to cover what Royal Mail charge us, we do not add any processing/admin fees to this.
Returns
Personalised items are made to order and therefore are non-refundable and non-returnable.
Non-personalised items can be returned to us for a full refund. Please note that we are unable to offer free returns and the return postage is the responsibility of the customer. Please contact us within 14 days of receiving your order for us to send a returns form. Items must be returned to us in an undamaged and unused state, within 30 days of receiving your order for a full refund.
