The Legal Bits
FAQs
Your questions answered..
Returns
Do you accept returns?
Yes, returns are accepted if returned within __ days of receiving your order. All returned products must be in their original condition, including labelling. If not, we will not be able to offer you a refund/exchange.
What other information do I need to include with my return?
All returns MUST come back with a copy of your order number, your full name and if applicable your company name. Your order number can be found on your email order confirmation or on the physical delivery note enclosed with your order.
How do I return my item?
Email [email protected] to notify us of your return and pop in the post to Unit 23, Malmesbury Road, Kingsditch Trading Estate, Cheltenham, GL51 9PL.
If you are returning larger quantities of goods from a wholesale order, it is advised these are returned via Courier. Please inform us of the tracking number and courier service you intend to use.
How will I be refunded?
You will be refunded via the method of payment used to place the order as soon as the returned goods have arrived with us. Please note we are unable to refund shipping and handling unless there is an error or fault with your item.
Shipping
I just placed my order, when will I receive it?
We aim to dispatch all orders within 24 – 48 hours. If this was a retail order, this will be sent first class via Royal Mail. Please note we are unable to provide tracking information for retail orders.
How will my order be shipped?
For UK retail deliveries under £100, we use first class Royal Mail. For retail orders over £100 we use DPD local courier.
For UK Mainland wholesale orders under £0 - £100, we use first class Royal Mail. UK Mainland wholesale orders £300 or over will be shipped via DPD local courier.
How much is shipping?
For retail customers, delivery is free of charge.
For wholesale orders £0 - £100 delivery is £5.50. Orders between £100 - £300 delivery is £8.50. Orders over £300 are carriage paid.
Please note these prices are for UK mainland orders only. Please take a look at out delivery information page for more information on international delivery costs and delivery times.
What are my payment options?
For retail customers, we accept payment via PayPal, debit or credit card or ApplePay.
For wholesale customers, you can pay for your order at checkout using PayPal or debit or credit card. If you want to pay via BACS at a later date then select the BACS option at checkout.
You can also use the BACS option if you’d like to pay via card over the phone – just pop in the notes to let us know.
I’ve forgotten my password
If you’ve forgotten your password, simply go to login to your account as normal and select ‘forgotten password’. A link will then be emailed to you to reset it. Alternatively feel free to contact us via phone or email and we will be more than happy to reset this for you.
Wholesale FAQ's
What is carriage paid?
Orders £300 or above are carriage paid. Please see above for other delivery costs.
What’s your minimum order?
There isn’t one! Never has been, never will be.
How will my order be shipped?
For UK Mainland wholesale orders under £0 - £100, we use first class Royal Mail. UK Mainland wholesale orders £300 or over will be shipped via DPD local courier.
When will I know my order is on its way?
You will receive a one hour delivery slot via either text or email the day your order is due for delivery. We will notify you the day before this is due to be dispatched via email.
Can I place orders online for delivery at a later date?
Of course! If you place an order online but don’t want it until a later date just select ‘BACS’ at checkout. This means you can check out your order without paying for it (We don’t require payment until the day or so before dispatch). Simply write in the order notes when you think you’d like to receive it and in the mean time we’ll box it up for you. It’s advised to use this method if placing orders with large quantities for busy times of year.
Do I have to use your website to place orders?
If you’d rather place your order by sending us an email or phoning us at the office then that’s no problem! We’ll be happy to take your order this way and then we’ll send you over an order confirmation and arrange payment as necessary. We can even take payment over the phone for you.
Can I have a 30-day payment terms account?
If you’d like a 30-day account then email [email protected] and we can send you over a credit application form. If successful, you’ll then be able to operate on 30-day payment terms and use this option at checkout when placing orders. Please note that you must have placed at least two orders with us before you can be eligible to apply for a 30-day account.
I have multiple stores, is this a problem?
Not at all! You can store all of your delivery addresses in your online account and even have separate billing addresses. Just ensure to select which address you’d like delivery for at checkout.
How many of each character do I have to buy?
Our standard hangings all come in pack sizes of 6. Our bigger items can vary.
Can I mix and match?
For some products, we offer a ‘variety pack’ – this means you can get an assortment of the colours or styles available. This option will be available to you on eligible products on the drop-down bar.
Can I sell your products on my website?
Of course! You can sell our products any which way you’d like, including on your website. This however excludes Amazon, eBay, Notonthehighstreet, Etsy or any third-party platforms.
Do you offer bespoke?
We can do bespoke designs for a minimum order quantity of 100. We charge a £30 sampling fee. Email Adele at [email protected] with some images, an approximate dimension, how many you’d like and any other information you think we may need and we will get back to you. Please note sample lead times can vary at busier times of year.
Can I get samples of products?
Yes, we can send samples. We do charge for samples; however, they are free of cost if returned within 30 days with correct labels still attached.
