Shipping, Delivery, Costs & Returns Information
Shipping, General: We aim to dispatch goods within 2 working days, excluding weekends and UK bank holidays. If there is a delay for any reason, we will notify you as soon as possible so that you can change or cancel your order, if necessary.
If we have periods where we are unable to ship, we will put a notification of the dates this applies, plus notification of the date that shipping will resume, on the home page of our store.
Before you finalise and submit your order please ensure the delivery address is correct, and includes the correct postcode.
Domestic Shipping: We use Royal Mail for either Standard Delivery or 'Tracked' Delivery depending on the service you choose at checkout. For Standard UK delivery please allow up to 5 working days.
- Standard Delivery has NO tracking
- 'Tracked' shipping provides a tracking number and we recommend this option.
If your package is lost when using the 'Tracked' option, we will provide a replacement free of charge.
International Shipping: We use Royal Mail 'Standard' delivery for international packages or International 'Tracked', depending on the service you choose at checkout. We highly recommend selecting the 'Tracked' shipping option for non-UK destinations. Please remember that you are liable for any duties and taxes payable in your country.
- Standard Delivery has NO tracking
- 'Tracked' shipping includes 'tracking' for your parcel and we recommend this option.
Please allow a minimum of 30 days for delivery to all non-UK destinations; please be aware that there are instances of some packages taking up to 8 weeks to arrive due to Customs delays in the receiving country. Please note that all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. This may affect the delivery time to your address, until settlement is complete. All applicable duties, fees and any additional charges are outside of our control; please be aware that you will be responsible for these payments.
Returns Policy: We offer a 14 day returns policy, valid from the date the goods are received. We are confident that you will be pleased with your purchase, but in the unlikely event you are not happy, we are delighted to refund or exchange items as you prefer. Please ensure that you thoroughly check all items on receipt of your order, as faulty or damaged items must be reported within 7 working days of receipt.
For a refund or exchange, please return the item/s in all original packaging/labelling and unmarked and unworn, via a tracked delivery method to the following address:
161 The Grampians
Shepherds’ Bush Road
Please note we are unable to refund or exchange items if they have any signs of wear or marking. Refunds will be made once the items have been received and checked.
If you need to return an item from an international address, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations. For more information on your country’s import policy, please check with your local Customs office.
Faulty Items: We are always very disappointed should our customers ever receive a faulty item. Please note that ‘faulty’ does not include the small variations in materials, colours, patterns, leather etc. which are all part of the handmaking process, from the artisans creating every design as unique. Please ensure that you check all items on receipt of your order, as faulty or damaged items must be reported within 7 working days. Should your purchase be faulty please email us immediately at email@example.com and make us aware of the problem – a photo of the issue is welcome. We are happy to accept unworn/unused goods back within 14 days of receipt, for either exchange or refund of the purchase price of the goods.
We will refund the original purchaser for any return costs of faulty goods and if you decide not to replace the item, the original delivery cost if applicable. To be eligible your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require the receipt or proof of purchase. We are unable to accept the return of any item not in its original condition, either damaged or missing parts/packaging for reasons not due to our own error.
Please ensure all designs are returned in a new and unused condition with the original bags/tags etc. in place. As we cannot be held responsible for non-receipt of returned goods, please ensure you use a 'Tracked' delivery solution to enable us to complete your refund/exchange. Items lost in transit will not be treated as returned.
Please return faulty items via a tracked delivery method to the following address:161 The Grampians
Shepherds’ Bush Road
Missing Delivery: If you contact us to say that you have not received your order, we may ask you to check around your house/garden and/or with neighbours, as your parcel may have been left in a safe place/with a neighbour. With international shipments (outside the UK) we normally allow 30 days before we regard a parcel as lost, due to potential delays created by local Customs import processes. If your shipment still hasn't arrived after 30 days we will gladly send a replacement.
Shipments Returned to us as Undelivered: If your parcel is returned to us for any reason, including but not limited to:
- Attempted - Not Known
- Temporarily Away
- Denied Due to Customs Charges
- Incomplete/Insufficient Address
- Undeliverable as Addressed
- No Mail Receptacle
- Prohibited Import / Denied Entry by Customs
- Refused, etc.
Once the parcel arrives back with us and checked, we will notify you by email that it has been returned and why. We will either issue a refund for the purchase price of the products minus the shipping cost, or, if you request that we send it again you will be responsible for the additional return shipping fees.
Incorrect Address: If the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped.
If you've made an error in the shipping information on your order we cannot be held responsible for any:
- transit delays
- loss of package
- other delivery issues
Exchanges: We can exchange items if they are the wrong size, defective or damaged. If you need to make an exchange for the same item or in a different size, send an email to firstname.lastname@example.org with details of the faulty item or sizing issue as soon as possible (photos welcome) so we can assist you with the best way to solve the issue. If the size you require is not currently available, we need to confirm with you if we can supply it in the time you need, or send an alternative option.
As we cannot be held responsible for non-receipt of returned goods, please ensure you use a 'Tracked' delivery solution. Items lost in transit will not be treated as returned. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Order Amendments & Cancellations: For order amendments and/or cancellations, please see our Terms of Service for more information.