Delivery & Returns
Delivery
Shipping Costs
We aim to dispatch all orders within 1 working day and everything is sent tracked.
Experience gifts are delivered via email and are not charged a delivery fee.
The easiest way to find out how much delivery costs is to add the products you love to your cart and then start the checkout process, where the applicable shipping options will be shown. However, here’s our guide:
| UK | Delivery Service | Delivery Charge |
|---|---|---|
| Standard |
Royal Mail Tracked 48 |
£3.95 or FREE over £30 |
| Next Day* | APC Overnight | Order before 3pm – £4.99 |
| Saturday | Royal Mail Special Delivery | Order before 3pm on Friday – £9.95 |
*Dispatched Monday to Friday, excluding bank holidays.
| International | Delivery Service | Delivery Charge |
|---|---|---|
| Europe |
Royal Mail International Tracked |
Up to £14.95 |
| Rest of the world | Royal Mail International Tracked | Up to £17.95 |
International delivery transit time between 3 – 7 working days, assuming items are not held in customs.
The total will be calculated at checkout.
UK Delivery Exclusions
Unfortunately, our Standard delivery (Royal Mail Tracked 48) takes a little longer to reach certain postcodes – delivery to these areas may take up to 3 working days.
For Next Day and Saturday delivery, the postcodes listed below are not eligible for these services.
| UK | Postcodes applicable | Expected delivery |
|---|---|---|
| Standard | AB36-38, AB54-56, BT, FK18-21, GY, HS, IM, IV, JE, KA27-28, KW1-17, PA20-38, PA41-80, PH19-44, PH49-50, TR21-25, ZE | 3 working days |
| Next Day | AB36-38, AB54-56, BT, FK18-21, GY, HS, IM, IV, JE, KA27-28, KW1-17, PA20-38, PA41-80, PH19-44, PH49-50, ZE | Service not available |
| Saturday | GY, HS2, IM 1-9, 86,87,99, JE 1-4, PA61-75, PA78, KW16-17, PH30, PH41-44, ZE2-3 | Service not available |
Why we use Royal Mail
Royal Mail have announced they are the UK’s greenest delivery company for letters and parcels. They have the lowest emissions per parcel (about half that of their UK competitors)*, and two thirds of their items are delivered on foot** by 81,000 posties walking over a billion steps every single day.
They’re also committed to net zero by 2040; here’s how:
- Reducing the use of domestic air freight and using rail instead
- They have the largest electric fleet of any major UK parcel operator (5,500 vans)
- They’re committed to 100% renewable electricity
- Their target is 50g CO2e per parcel delivered: a 75% reduction on today’s average
- They’re also calling for industry-wide reporting on gCO2e per parcel so customers can make informed choices about their carbon footprints
* Based on average gCO2e emissions per parcel delivered by UK parcel operators, as published by Citizens Advice 2024 Parcels League Table. ** Includes park and loop deliveries.
Delivery instructions
Unfortunately, Royal Mail do not give us an option to add delivery instructions, but if you contact us with the instructions you would like to pass on, we can write it on the front of the parcel. In our experience, they will follow these instructions, but we are unable to guarantee it, so it might be worth leaving your postie a note or letting them know if you won’t be in.
If you have selected Next Working Day, we can pass on delivery instructions to the courier.
Incorrect delivery details
We aim to get your parcels out as soon as possible, so in quieter periods the dispatch time can be as quickly as just a couple of hours. As soon as you know you would like to amend the delivery address, please contact us.
If we have already dispatched your order, unfortunately we will be unable to amend it. If the address is incorrect, or it is refused by the address given, it will be returned to us by the postal service, after which we will contact you for an alternative delivery address and redelivery will be charged. We will only send the parcel via our standard service unless you’ve paid for an expedited service. Unfortunately, we cannot give an estimate as to how long it will take to be returned to us.
If delivery is unsuccessful on the second attempt, we will keep the item(s), cancel your order and refund you minus the delivery fee. If you ordered a personalised item(s), a refund cannot be given as per our policy on personalised products.
For international deliveries/destinations, we will resend the item(s) and redelivery will be charged.
Missed delivery
If you missed your delivery, the courier will usually attempt delivery on the next working day and/or leave a card. If your parcel is left at the courier’s depot for a certain amount of time (usually 30 calendar days), then the item(s) will be sent back to us.
We will contact you once we’ve received your parcel. If you’d like us to post it again, you will have to repay for the delivery. We will only send the parcel via our standard service unless you’ve paid for an expedited service.
Custom Fees
Unfortunately, all orders delivered outside of the UK may be subject to customs fees. We are unable to advise exactly how much this will be for each order. Please contact your local customs services for details.
Customers are responsible for any customs and import taxes that may apply. We cannot be held responsible for delays due to customs.
Track your delivery
All of our orders are sent with a tracked service as standard for that extra peace of mind. You will receive a tracking link in your dispatch email.
Track my orderReturns Policy
We are a Fair Trade company and we want everyone to enjoy our products as much as we enjoy selling them, and as much as our producers enjoy making them! However, if you have any issue with your order, we will aim to solve it as soon as possible.
Please note that as they are handmade products, there will be some variation in their patterns and colours, and the items you receive may look slightly different to our photos. We love the fact that this means you get a unique product, and we hope you do too.
We are happy to offer our customers a 90 day return policy (30 days for experience gifts) for any products (unless personalised) in its original condition with proof of purchase. We’ll exchange or refund it, as long as it meets our terms and conditions explained on this page.
By original condition we mean:
- you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
- you haven’t used the product.
If you return the item(s) within 28 calendar days, we will provide a full refund which includes the delivery fee you paid.
If you return the item(s) after 28 calendar days, we will refund you excluding the delivery fee you paid. This does not affect your statutory rights.
What can’t be returned
These products can only be returned if they’re faulty:
- purchases received over 90 days ago
- products that have been personalised
- items without the original packaging or labels
- items or packaging in poor condition
If you return products which are outside our returns policy or you don’t have proof of purchase, we’re unable to process a refund or exchange.
Returns cost
As we have set a low UK free delivery threshold (unless your item is faulty) we are unable to bear the cost of your return postage.
Proof of postage is vital because if you cannot provide it, and we do not receive the item(s), unfortunately we cannot provide any refunds or exchanges.
If the item is faulty we will pay the return postage costs if we wish for the item(s) to be returned to us.
How to return
To return your order, please complete our easy-to-use online form.
How you’ll be refunded
You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with our electronic gift cards, we’ll add the amount refunded to the same card that was used to make the purchase.
Returning faulty items
If your product develops a manufacturing fault within 90 days of purchase, please complete our online returns form and wait for our reply. Do not just send the item(s) back to us. This is to allow us to discuss your options with you and for us to authorise your free return postage.
Exchanges
We advise that you complete our online returns form and make another order. We will issue your refund as soon as we receive your original order.
Refunds for purchases made with a promotion code
If you bought item(s) with a promotion code, and returned one, some or all of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.