ALL THE USEFUL (BUT DULL) STUFF YOU NEED TO KNOW!
How much does shipping cost?
For all UK orders that total under £40, there is a standard shipping fee of £3.00. Orders totalling over £40 are shipped free of charge!
What are your international shipping rates?
This largely depends upon where you live! It's impossible to quote a 'one size fits all' price, as the cost of sending one candlestick is obviously going to be much cheaper than a pair of concrete pots. We are happy to give an individual quote for shipping if you live outside the UK - all you need to do is to send us a message (detailing the items you'd like to buy and the country you would like us to ship to) using the 'Contact Us' form, and we will get back to you within 24 hours.
Please note that from 1st January 2021, any orders posted to EU countries may have import duties and associated fees imposed. These are the responsibility of the customer and any such fees will have to be paid directly by them to the appropriate authorities.
How quickly do you post out orders?
Under normal circumstances, we post within two working days from receiving your order. There may be occasions – fire, flood, plague of locusts, etc – that might delay your order by a day, but this will be a very rare occurrence. If there is going to be a delay we will contact you as soon as possible.
How are my items going to arrive?
The vast majority of orders will be posted using Royal Mail (so if you are not at home all day it may be worth thinking about having your goods delivered to your place of work or a local friend or family member). All parcels are tracked at the point of delivery, but they are not signed for.
If you’ve gone wild and made a huge order of heavy items, this will be beyond the weight limit for Royal Mail and we will post using a courier (almost certainly Hermes). One order may arrive in more than one parcel.
Either way you will receive a tracking number once your order has been despatched.
How quickly will my items arrive?
Royal Mail estimate delivery times to be 2-3 working days from despatch; Hermes is usually a day or so longer. International orders will obviously take longer.
What if I want to return goods?
We have a ‘no quibble’ policy whereby you can return goods to us for any reason within 30 days of receipt.
There will be a handy Packing Note in your parcel with instructions. We deal with returns on an individual basis, as some items can be returned using Royal Mail, and others are too large/heavy and will need to be returned using a courier. We therefore ask that you contact us (either using the 'Contact Us' form or mailing us at firstname.lastname@example.org) detailing your order number, which goods you wish to return, and whether you require a refund or a replacement. If we have replacement goods in stock we can then take them off sale and put them to one side for you ready for despatch once the original goods have arrived.
'Change of mind' returns are at your own expense; we will cover costs in the case of wrong item sent or damaged goods (upon receipt of a photo of the damage).
If you are an international customer, please contact us first if you wish to return goods as the processes are different depending on where you live.
Once the goods have been received here we will credit your account with the appropriate refund.
If you have any other questions not covered by the above, please contact us and we will be glad to help!