Ordering FAQ

ONLINE
You can order on the internet via credit/debit card using PayPal by simply browsing our catalogue on the PRODUCTS page, adding to your shopping cart and going through PayPal’s easy checkout process.  So once you’ve selected the item, click on “Add to Basket”.  To view what’s in your basket, click on “View Basket” at the top (right) of the screen, where you can then “Proceed to checkout” to complete the payment process.

Is it safe to shop online here? Yes. All transactions on our site are conducted through PayPal – a respectable, trusted and established company that provides secure methods of making payments across the Internet. PayPal uses SSL (Secure Socket Layer) technology to ensure that all transactions are secure. Transactions using Secure Socket Layer are encrypted – that means that anyone trying to intercept this encrypted information is presented with a series of letters and numbers that make no sense and have no bearing on your credit card details.

When you purchase items from us you can be sure that your credit card and personal details are processed securely by PayPal. As a customer, you do not have to register your details with PayPal before purchasing items from us.

Because we use PayPal, we do not receive your credit card or bank account details. All we receive is details of the items you have purchased and your delivery address.

Which credit cards do paypal accept? – PayPal accepts the following credit/debit cards: Visa, MasterCard, Discover, American Express (except corporate cards), Switch/Solo, Visa Electron.


BY PHONE
To order over the phone by debit or credit card, please call us on 07801 732 000. Lines are open 9.30AM to 5.30PM (GMT), Mon-Sat. If there is no answer, please do leave your name and number and we will get back to you as soon as we can to take your order.


DELIVERY CHARGES
All orders are sent by 1st Class Post unless otherwise requested. All P&P prices shown are within the UK so if you are ordering from Europe or Rest of World, please email with the item/s you would like to order and whereabouts you are so that we can calculate the best way of delivering to you.


DELIVERY TIMES
Our scheduled order despatch days are Saturdays. Orders placed up to 6pm on any given Friday will be despatched on the Saturday of that week. Orders placed after 6pm on a Friday will be despatched on the Saturday of the following week (depending on stock).

UK delivery times – Orders should be received within 5-7 days from ordering unless the item is out of stock/needs to be made in which case we will inform you by email. If you would like something in a hurry, just give us a call or email and we’ll see what we can do!

Europe delivery times – Orders are sent using Airmail and should be received 7-10 days after despatch.

Stock levels – We try to ensure that we have sufficient stock levels to meet demand although all items are made by hand or by small businesses.  In some cases it is better/only possible for us to purchase items from our suppliers once we receive an order so there may be a slight delay in despatching your goods as we wait for delivery – we will of course notify you immediately.

Delays – Sometimes there are delays with UK and worldwide delivery systems. These delays are out of our control so if you haven’t received your order within the times mentioned above then please be patient, getting in touch with us by phone or email so that we can see what we can do.


GIFT WRAPPING
We are pleased to offer a free gift wrapping service on all orders. Do let us know when ordering (by phone 07801 732 000 or email) if you would like any of your items gift wrapped!


RETURNS POLICY
We cannot refund/replace merchandise for the following reasons:

Issues of taste – We have made every effort to ensure that products are described and photographed as accurately as possible at the time of going to press, however all are handmade so slight variations may occur between the goods that you receive and those shown on this website. We cannot guarantee uniformity.  Please do get in touch if you have any queries at all – we’re here to help!

Customer error – We cannot be held responsible for items that were purchased in error by a customer. We are happy to exchange or refund any items purchased by mistake at the cost of the customer as long as both the goods and packaging are returned undamaged.

If you receive overtly damaged items from us that has resulted from the delivery process then please contact us as soon as possible, sending us photos of any damage so that we can arrange for a suitable replacement and begin a claim with the postal service.


HELP
Please contact us with any questions you may have about our site, service or stock!