Delivery & Returns

Delivery

Shipping Costs

We aim to dispatch all orders within 1 working day and everything is sent tracked. 

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:

For UK orders:

• Standard (2 – 5 working days) via Royal Mail – £1.95 or £3.95 depending on the items in your order. Orders over £20 qualify for free standard delivery.
• Next Working Day via DPD: Order before 3pm – £6.95
• Saturday via Royal Mail: Order before 3pm on Friday – £9.95

For international orders:

Europe: £7.95, £9.95, or £14.95 depending on the items in your order.

Rest of the world: £7.95, £10.95 or £17.95 depending on the items in your order.

Royal Mail aim to deliver internationally within 7 working days, but it can take up to 14 working days.

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 90,000 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: 4,000 vans, growing to 5,500 by spring
• They’re committed to 100% renewable electricity
• Their target is 50gCO2e 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

* When measured in terms of the CO2e emissions per parcel reported by the UK parcel delivery companies who currently publicly report these statistics. ** Includes park and loop deliveries.

Delivery instructions

Unfortunately, Royal Mail do not give us an option to add a delivery note, 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 a DPD service for your order (Next Working Day) we can pass on delivery instructions to the courier.

Changing 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 does not exist, or it is refused by the address given, it will be returned to us by the postal service, after which we will contact you. Unfortunately, we cannot give an estimate as to how long it will take to be returned to us.

Custom Fees

Unfortunately, all orders delivered outside of the UK are now subject to customs fees. We are unable to advise exactly how much this will be for each order.

Customers are responsible for any customs and import taxes that may apply. We are not 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.

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 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 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 lables in good condition and the product can be resold at full price.
• you haven’t used the product.

Buying online means that you are also covered by the Consumer Contracts Regulations (previously the Distance Selling Regulations) and are entitled to 14 days to send the goods back for a full refund if you are unhappy with them. More detailed information about your this and your consumer rights can be found on the Which? website.

How to return

To return your order, please complete our easy-to-use online form. 

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.

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. 

Returns cost

As we have set a low UK free delivery threshold (orders over £20), we are unable to bear the cost of your return postage.

If your item is faulty, we will discuss your options and offer to pay for the return postage. 

Second class postage is fine, but we ask that you retain proof of 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.