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* | Royal Mail Tracked 24 or 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 |
|---|---|---|
| European Union |
Royal Mail International Tracked |
£7.95 for orders up to £24.99 £9.95 for orders over £25 |
| Rest of Europe |
Royal Mail International Tracked |
£7.95 for orders up to £24.99 £14.95 for orders over £25 |
| Rest of the world | Royal Mail International Tracked |
£7.95 for orders under £20 £10.95 for orders up to £29.99 £17.95 for orders over £30 |
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 allow us to add delivery instructions or a Safeplace at the point of dispatch.
Once your parcel is on its way, Royal Mail will usually email, text, or notify you via the Royal Mail App. From there, you can use their Change Delivery Options service to choose how and where your parcel is delivered. This may include selecting a Safeplace, a preferred neighbour, or an alternative delivery location (these options are not available with our Saturday Delivery service).
If you’d still like us to pass on instructions, please contact us and we can handwrite these on the front of the parcel. In our experience, posties often follow them, but we can’t guarantee this, so we recommend using Royal Mail’s delivery options where possible or leaving a note for your postie if you won’t be in.
Incorrect delivery details
We aim to dispatch orders as quickly as possible, and during quieter periods this can be within just a couple of hours. If you need to amend your delivery address, please contact us as soon as possible after placing your order.
If your order has already been dispatched, we’re unfortunately unable to make any changes. If the address provided is incorrect, or the parcel is refused at the delivery address, it will be returned to us by the postal service. Once it arrives back with us, we’ll contact you to arrange redelivery to an alternative address. Redelivery will be charged, and parcels will be resent using our standard delivery service unless you upgrade to an expedited service.
Please note that we’re unable to estimate how long it may take for a parcel to be returned to us.
If delivery is unsuccessful again, we will cancel the order and issue a refund minus the original delivery fee. Refunds cannot be offered on personalised items, in line with our personalised products policy.
For international deliveries, returned items will be resent and redelivery charges will apply.
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 orderOur Returns 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 always aim to resolve it as quickly and helpfully as possible.
As our products are handmade, there may be slight variations in patterns and colours. This means the item you receive may differ slightly from the photographs, making each piece unique; something we truly celebrate and hope you will too.
We are happy to offer our customers a 90 day return policy (30 days for experience gifts) for any products (excluding personalised items) 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:
- The product has not been used
- All original packaging and labels have been kept in good condition
- The item is suitable for resale at full price
Refunds
- Returns within 28 calendar days of delivery
If you return your item(s) within 28 calendar days of receiving them, we will provide a full refund, including the delivery fee you paid. - Returns after 28 calendar days
If you return your item(s) after 28 calendar days, we will provide a refund for the item(s) only. Delivery charges are non-refundable in this case.
This does not affect your statutory rights.
Additional Charges
- Optional Carbon Offset Contribution
If you chose to add a carbon offset contribution at checkout, this amount will not be refunded as standard, as it is used to support reforestation and conservation initiatives such as restoring degraded land, combating deforestation, and preserving biodiversity worldwide.
However, if you would like this to be refunded, please mention this when contacting our Customer Services team. - Customs Fees
For orders delivered outside the UK, any customs duties, taxes, or import fees are non-refundable, as these charges are applied by local authorities and are outside of our control.
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.