Delivery & Returns
We now send your packages* via Interlink (Courier). This allows complete confidence that once your item has been created (usually within 24/48hrs) it will be sent for next day delivery** (items dispatched on Friday will be delivered Monday), Don't forget if you leave your email or mobile number with us, Interlink (our courier) will let you know when they are going to deliver to you within an one hour slot and the drivers name on the day of delivery.
You can even choose to have it delivered to a neighbour or even re-arrange delivery to a more suitable day giving you complete flexibility and control.
You asked and we listened! We now offer a Royal Mail option for Scottish Highlands, Islands, ROI and Northern Island. This option is cheaper however will take a little longer 5-7 working days.
*Some items are exempt from our free delivery due to their size. This will be displayed on the product page. Please be aware deliveries are Monday to Friday, items ordered on Friday through to Sunday will be delivered on Tuesday onwards.
Please contact us if you have any queries regarding urgent orders via email - We also recommend you advise us in the "Customer Comments" box on the 2nd page of checkout.
** Although we offer next day delivery (once your item has been made and this service is for UK Mainland only) we unfortunately cannot guarantee this service, sometimes delay can occur and you will be updated if this happens by our courier by text or email depending on what details you supplied us when you purchased. Scottish Highlands / Islands and Ireland are a Two Day Service from dispatch. Please also see (rm*) below.
*** We appreciate the frustration of additional cost for Scottish Highlands / NI and Rep Ireland, please be aware we actually subsidise these costs and make no money on delivery. We try to remain competitive yet offer an excellent service with a reputable company that will delivery your items on time and without damage. Please also see (rm*) below.
**** Items to the EU are sent with Royal Mail, they require a signature in receipt, however we have no conol over the delivery times. If you need an item urgently then please contact us so we can offer you a faster service with our courier.
RM* We now also can send your items by Royal Mail Recorded Delivery as above, this is a cheaper option to those living further afield where the courier costs can be expensive. The offset to this cheaper option is a longer delivery time, as we need to personally take these to a Post Office we offer this service with a 5-7 day delivery timescale if you choose this service you accept the delivery time may be extended and tracking is not as comprehensive as the Courier Service.
Returns / Cancellations
We are confident that you will be happy with your purchase however please see below some common questions and answers.
I’ve change my mind / Can I get a refund or exchange it for someone else?
If you wish to exchange or return an item please do so within 14 days of purchasing it. The item /s need to be in a saleable condition (original packaging and not have been used) and include a copy of your receipt / proof of purchase or your PO number - this will be on your original email when you ordered online, also a note explaining why you are returning the item /s. Return postage and packing are direct costs and we regret that these cannot be refunded, however you will be refunded your initial item /s costs if a refund is requested, if you request an exchange then be aware there will be additional delivery costs. See below how to return item /s to us. If you have requested a refund on a standard non-personalised item, once we have received and checked the returned item, will will credit your account within 7 days. If you have requested an exchange, this will be actioned (stock dependent) within 3 days.
This does not apply to personalised items. Personalised items are made to your specification and as such they cannot be exchanged or refunded due to change of mind / choice.
Has your item developed a fault?
Firstly please contact us, we will always try and resolve any issues by email
If you have a product that has developed a fault, we may ask you take a digital picture of the issue so we can then deal with it immediately (by emailing this to us), or we may ask you to send the item back to us so we can examine it.
Please obtain a proof of postage (Recorded Delivery) and on receipt of the item we will check the fault. If we find the item has no fault or has been damaged through neglect / misuse, the item will be returned to you at your cost.
Once the fault has been established we can either offer you a replacement (like for like) or offer a full refund* for the item this will include the initial cost and delivery of that item and the return delivery costs (based on Royal Mail Recorded Delivery Tariffs) (will will credit your payment method within 7 days of receipt of the said item/s)
*Refunds are only issued if your item develops a fault in the first 6 months. After this point we replace/repair the item. In all instances please contact us first so we can discuss the issue and attempt to rectify it for you. we reserve the right to make the best decision for both you as the customer and us as a business.
Returning your item to us:
Please return your item /s, with a covering note with your name and address, reason why its being returned, if you are requesting a refund or exchange (additional delivery costs may need to be paid if requesting an exchange)
We advise either recorded delivery or obtaining proof of postage as we cannot be held responsible for non-deliveries.
This does not affect your statutory rights under the sale of goods act 1979 and the consumer rights act.