FREQUENTLY ASKED QUESTIONS...
Got a question? This page is where we try to answer some common questions that are not covered elsewhere on the site; you’ll also find lots of other information in the other sections on the ABOUT menu (e.g. there's lots of information about the dispatch, distribution and delivery of orders on our Postage & Packaging page). If you can't find the answer to your particular question do just get in touch to ask us directly.
Can I cancel or modify my order?
Once an order has been dispatched it cannot be cancelled or changed (but of course you can return part or all of the order). If your order has not dispatched and you want to cancel all or part of the order just get in touch asap - make sure to quote your order number when you do so. If you want to add to an order already placed, you can simply place a second order and type 'ADD TO [#ORDER NUMBER]' in the notes and we will reimburse any overspend on postage. If you want to make any other changes to orders (swapping items, adding personalisation, or whatever it might be...) - then again, get in touch and we'll get things sorted!
What happens if there is a problem with my order?
If you're not happy with your order please tell us asap so that we can try to set things right for you. In terms of returns, refunds and replacements, most situations fall into one of two categories...
1. If there is a fault... please let us know asap! It is very important to us that your order arrives with you complete, in excellent condition and in a timely manner. If for any reason your order arrives damaged, incomplete or you are in some other way dissatisfied, please get in touch asap so that we can resolve the matter for you swiftly. Depending on what has happened, what the items are, and how you want the matter resolved, we can either replace items or provide the appropriate refund or credit note. If we require you to return faulty item(s) we will provide you with a prepaid postage label to return the item(s) in their original packaging.
2. If you just changed your mind... then you are free to return any/all items back to us without explanation as long as you do so within 30 days for a full refund (less p&p). You are responsible for returning the items in a saleable condition at your own cost; you will find more details about returns on your packing slip or in our terms and conditions linked at the bottom of the page.
Please note, refunds are not available for bespoke/personalised items, though they can be replaced if they arrive faulty.
What do you do with our data?
There are three ways in which this website collects data - here's a little info about each:
1. Cookies - you'll get a pop up message when you arrive on the site asking which cookies you consent to. Some cookies collate general information such as which site a visitor was referred from, whether they browse on a phone or desktop, or how many pages they view - this kind of data is used in aggregate to understand how users as a whole engage with the site, so that we can improve the service we offer. Other cookies will remember a customer by their IP address so that, for example, you don't lose the content of your basket between browsing sessions.
2. Email Address - if sign up to a mailing lists, we store your email until you choose to unsubscribe.
3. Sales Data - when making a purchase the data you input (name, address, email) is stored on our system (on the Shopify Platform) so we can fulfil your order and to protect your rights to a refund. Payment data is handled by the payment service you select at checkout (e.g. Shopify Pay or PayPal) and it is stored only as long as is necessary to complete your purchase transaction.
Do you have a list of terms and conditions?
Yes we do. You will find the main points covered in a hopefully easy-to-digest form on this page, but the full list is linked at the bottom left of the footer of each page.
Have you got another question you think we should have answered here?
Let us know below, and if you want us to get back to you with an answer asap then leave a name and email too...
- choosing a selection results in a full page refresh