We endeavour to ship most orders received via our online shop within 3 days. Bespoke items and larger pieces are made to order and therefore have a longer lead time, but you will be advised of an approximate lead time upon confirmation of the order.
Lead times are subject to stock availability and there may also be a longer waiting period during busy periods such as the Christmas run up. If an item is out of stock, we will advise you of expected lead times. Please let us know if your order is required for a specific date and we will do our best to accommodate your request.
The expected delivery date can be estimated by adding the lead time and the delivery time. Delivery time is dependent on the delivery method you choose and is calculated in business days. We ship by three different methods:
- Royal Mail Second Class: this is an untracked service and Royal Mail aim to deliver within three days but occasionally it takes longer. If you are not in a hurry for your order, this is the cheapest method for shipping small pieces.
- Royal Mail First Class: this is an untracked service and Royal Mail should deliver within one to two days.
- Courier service: this is a tracked service with UPS on a next day delivery basis which can be a cheaper method for larger items. This service will require a signature. If your order is returned because no one was available to take delivery of it, you will have to pay an additional shipping charge to have the order resent.
- At present, international orders are not accepted but we intend to expand into international orders in the future so check back for updated details.
We understand that sometimes you may want to return items that you have bought from us. If this is the case, please notify us (click on the envelope logo in the top bar) within 7 days of the delivery date with your order number for returns authorization before sending, as unauthorized returns will not be refunded. Upon authorization, you have 14 days to return the product. You must arrange shipment yourself, and returns must be shipped prepaid. All items are returned at the customer’s own risk. We would advise using special delivery as the parcel is not our responsibility until we sign for it. We cannot be held responsible for items that are damaged in transit, so please ensure that you pack the items carefully when you return them. We will be able to refund the value of the purchased product, but not the original shipping costs. Please note a refund is only possible if the item is returned to us in perfect condition. We cannot offer a refund for items that have been damaged, or where giftboxes have been worn or soiled.
In the event of goods arriving damaged or not as ordered, please inform us within 24 hours, and we will replace them (UK Only). In this case, we will ship you a replacement at no charge and credit the cost of your return shipping charges once your return is received. If you don’t wish to receive a replacement item, we will credit your account for the cost of the item. Please include all original packaging.
Bespoke items are excluded from our returns policy.