Frequently Asked Questions
DO YOU OFFER FREE DELIVERY?
Yes, we do! Free Standard Delivery to UK Mainland when you spend over £44.
DO YOU SHIP INTERNATIONALLY?
Yes we do! We ship to most countries using Royal Mail International Tracked & Signed, and shipping cost is calculated at checkout.
HOW DO I MAKE AN ORDER?
Click on the product you like and add to cart. Follow the checkout process and your items will be on their way to you soon.
WHAT ABOUT ORDER CONFIRMATIONS?
You’ll get one emailed to you automatically after you’ve placed an order. It will include a summary of your items and how much you paid. All orders within the UK are tracked, so you'll also receive a tracking number for you to follow your parcel the whole way.
IT'S A GIFT...WHAT ABOUT INVOICES?
Don't worry, we don't include any invoices in the shipment, you'll get a invoice emailed to you when you purchase and that's it!
WHEN WILL MY ORDER BE PROCESSED?
All orders we get before 5pm will be processed on the same day and sent to Royal Mail the following day.
WHAT ARE YOUR SHIPPING OPTIONS?
Depending on what country you are in, we have standard and sometimes express shipping.
Please Note: For international shipments outside of the UK, Royal Mail is experiencing some delays due to the current health situation, we appreciate your patience if your box is a bit delayed!
HOW LONG DOES SHIPPING USUALLY TAKE?
For orders placed before 12 noon:
Royal Mail Tracked 24 - 2-3 business days
Royal Mail Tracked 48 - 3-5 business days
DPD next day - 1 business day
Please note these time frames apply to UK mainland only, offshore UK and international locations shipping can take a little longer. Full tracking information will be provided once we have packed your order if you have selected a tracked service.
Covid-19 Shipping Info
We’re doing everything needed for your orders and our team to be safe! All orders we get are sent to Royal Mail or DPD (depending who you choose) within 24hrs. Because of the health situations, Royal Mail are experiencing delays for international shipping (outside the UK), thanks so much for your patience during this time.
WHAT ABOUT DUTIES AND CUSTOMS FEES?
Some countries charge import duties or other quite random fees. We don’t have control over this and have no idea what the government will or won’t decide to charge ¯\_(ツ)_/¯ We understand how annoying this is (as shoppers, we hate this too).
SPEAKING OF WHICH, WHERE IS MY STUFF COMING FROM?
Your items will be shipped out of London (United Kingdom).
HOW ABOUT SHIPPING CONFIRMATION?
As soon as we’ve shipped out your items, you’ll get an email with all the info. For items shipped within the UK, you'll get a confirmation email when we've ship out your items.
WHAT ABOUT RETURNS?
We accept them!
Our objective is making you happy and we believe in our products and want you to be 100% satisfied as well.
Returning for a full refund is super simple; if you need to send something back you have 28 days from the date you received your order to return it for a full refund.
Please email us at email@example.com to get details and a shipping label. Please keep proof of postage.
Please make sure your items are returned new, unused and with all tags still attached. Returns that don't meet our policy, unfortunately may not be accepted and could be sent back to you. (Please read our terms & conditions regarding this.)
I RECEIVED A FAULTY ITEM, WHAT DO I DO?
This is so awkward. We’re really embarrassed. Please contact us immediately at firstname.lastname@example.org and let us know what the problem is and we’ll work to fix it for you.
HOW CAN I PAY?
You can pay with with all major credit or debit cards including Visa, Mastercard, American Express, as well as PayPal.
MY QUESTION IS NOT HERE! WHAT NOW?
You’re good at coming up with questions! Please email us at email@example.com and we’ll do our best to answer it. Our Postal address is: The Design Cottage, Rossway Park Estate, Berkhamstead, HP4 3TZ