Shipping, Refunds and Returns
Order Timescales
My products are custom made and as such, will be dispatched within 1 to 3 weeks from the time of placing your order (the latter as many of my products are made with specialist fabrics ordered from overseas). In the unlikely event your order will take longer, I will advise as soon as this is known.
Shipping & Delivery
Shipping – UK Destinations
Mainland UK: All of my products offer free shipping to mainland UK. Your order will be sent by a standard tracked courier service and you will be provided tracking details. Standard services will arrive within 2 to 5 working days from the date of dispatch. If you require a faster service, e.g Next Day or Timed, please contact me so I can advise details and costs.
Non-Mainland UK & Highlands: As couriers charge me more to deliver to the Highlands, Northern Ireland, the Channel Islands and other non-mainland UK locations, there will be an additional chargeable cost. Please contact me for a bespoke shipping quote.
Please also see ‘Shipping – All Destinations’ below.
Shipping – EU Destinations
Shipping: If you are ordering from an EU location, it will incur additional shipping cost (although this can be surprisingly minimal for many countries). Please contact me for a bespoke quote.
Post Brexit Levies & Taxes: Sadly, since Brexit, orders over a certain value will incur additional levies and duties payable upon arrival at their destination. Happily, however, I can advise this additional cost once you let me know what products you would like to order. You then have the choice to pay charges upfront and avoid any nasty surprises. (My courier broker service manages this facility; I simply pass this payment over upon booking your shipment in.) In other words, you won’t be required to pay any additional costs when your order arrives.
Unfortunately, there have been issues at some country borders causing disruption to services, which could potentially mean delays to your order getting through. I will advise as and when I become aware of any such disruption. Sadly, this is out of my control.
Please also see ‘Shipping – All Destinations’ below.
Shipping – All Other Countries
From Guam to Pakistan, the US to Australia amongst many other destinations. I’m happy to provide a bespoke shipping quote for any international address, please contact me. However, unfortunately the costs can be prohibitive for sending larger or heavier items to some further flung destinations. I will advise if this is the case for you.
Australia: I use a combination of Royal Mail and Australia Post as the most economical option for sending small orders. This has sidestepped the elevated costs of using far more expensive couriers. However, you need to be aware that as a result of stringent checks and Covid impact, there have been significant delays at Australia’s border control. Unfortunately, as a result of this, some packages have taken weeks to arrive. If a potentially long wait is an issue for you, I can advise of a courier alternative.
Please also see ‘Shipping – All Destinations’ below.
Shipping – All Destinations
Packaging & Handling: Please note that I pack as well as I can to reduce the risk of damage. Regardless of the care I take with packaging, occasionally rough handling sadly does happen. If this is the case, and your order has arrived damaged, please see the information outlined in ‘Damaged & Faulty Products’ below.
Disruption to Shipping Services: One thing’s for sure, the world’s crazy right now with Brexit, Covid, border issues and logistics challenges. I do my best to stay abreast of potential issues and if any occur that may impact your order delivery, I will advise as and when I become aware.
Refunds & Returns
Listed Product Orders – UK
All of my products are custom made to order. However, I do appreciate that sometimes circumstances, needs or minds change. I therefore offer returns for orders of my standard products, i.e. those that you can order directly from the website with standard drop-down selections chosen at the point of order (if applicable). If this is the case, please let me know of your decision to return your order within 14 days of receiving it.
You will need to organise and pay for the return of your order, using a tracked and signed for courier service, dispatching within an additional 14 days of letting me know of your decision to return. Once I’ve received your order in as sent condition, I will refund in full.
You will need to carefully pack your item in order to limit the possibility of damage. If your returned item is damaged due to poor packaging or care, I will sadly be unable to offer a refund. If your returned item is damaged by courier mishandling you will need to seek compensation from them. It is advised therefore, that if you have concerns about potential damage, you pay for shipping insurance at the time of booking.
Listed Product Orders – Overseas
The terms and conditions for refunds and returns of my standard products ordered (i.e. those ordered directly from this website) are the same for non-Mainland UK and overseas customers as outlined in ‘Listed Product Orders – UK’. However, any additional costs you may have paid for shipping to your destination is unable to be refunded, including pre-payment of import taxes and levies for EU customers, if applicable.
Bespoke Orders
If you have ordered a standard product (i.e an item ordered directly from this website) but asked for a change of size, type and or aspect of finish, e.g trim, lining or fabric, this is then classified as a bespoke product. Bespoke products are items that have been made to your specific requirements outside of the standard offering. Unfortunately, I am unable to refund or receive returns for bespoke orders (unless of course your order has arrived faulty, damaged or unfit for purpose).
Damaged & Faulty Products
As a result of careful order packing, thankfully damage to goods while in transit is rare. However, if your item is delivered by courier in a damaged box, I advise that you check whether the product inside is fully intact before receiving and signing for it. If your item is damaged, then please refuse to take the delivery. Do contact me at the earliest opportunity to advise me of any issue, providing evidential photographs if requested and I will do my best to resolve it in a way that is most satisfactory for you.
In the case of products that are faulty or believed to be unfit for purpose (not including items that have been ordered in customer error e.g. specifying a shade size, lining or type outside of requirements), please contact me at the earliest opportunity describing your issue and sending photographic evidence when requested. I will do my best to resolve your issue to your satisfaction.
Your statutory rights are of course respectfully upheld.
Need help?
If you’ve read through the information above but still have questions, you’re welcome to contact me.