ONLINE SHOP FAQs
Q: When will my order be dispatched?
A: Once we have received your order, we get to work right away to make sure it is shipped out nice and quickly. This can usually take 1-2 working days but please allow up to 3-5 working days during busy periods.
Q: Can I change my delivery address?
A: Once we receive your order, we get packing right away so will not always be able to change your delivery address. If you email us at firstname.lastname@example.org, we will do our best to see what we can do.
Q: When will the items on “back order” arrive?
A: We do our absolute best to ensure that our ‘Expected Arrival’ dates are accurate at all times so this should give you a good idea of when to expect these items. All items purchased are charged at the point of checkout. If we experience any delays, we will be in touch as soon as we can with a new expected arrival date and will of course be happy to issue any refunds if you decide the wait is too long.
If your order has a mixture of in stock items and backordered items, we will send your in-stock items in our standard delivery times and the outstanding items will follow as per the expected arrival date.
Q: Can I cancel my order?
A: If you would like to cancel your entire order, under the Distance Selling Regulations, you must inform us within 14 working days of receiving your items. Call us on 01442 861040 or email us at email@example.com. You will then need to return the entire order to us, in the original packaging, at your own expense. We will then issue your refund upon receiving your parcel via the original payment method (please view our returns policy for more information). This does not affect your statutory rights.
Q: My item arrived faulty/damaged – what do I do?
A: On the vary rare occasion, products may get slightly damaged in transit and arrive with you in a less than perfect condition. Email us straight away at firstname.lastname@example.org with photos and a description of the damage and we will either arrange a replacement product to be sent out to you or a refund for the damaged item.
Q: How do I return my items?
A: Please view our returns policy.
Q: Can I exchange my item?
A: Unfortunately, we are currently unable to offer exchanges.
Q: I saw a Limited edition product online and it’s not there now. How do I get my hands on one?
A: Bespoke items such as our cushions are made in limited quantities. Once they are sold, we will be working on new designs to launch. Drop us a line if you saw something you liked that sold and we will see what we can do.
Q: Can you add a personalise gift message to my order?
A: If you send an email to email@example.com (and include your order number, recipients name and message) as soon as you have placed your order, we will arrange for a gift note to be added to your order and we will send you the invoice separately.
Q: How do you look after my personal details?