Order Collection, Deliveries, Returns & Refunds

Collect your order for free

Here’s how:

• web shop orders – choose “Collect your order from us for free” in the shipping options when checking out
• custom orders – tell us you want to collect it before we send you your invoice

We will then let you know when your order is ready and agree a collection time with you. 

Deliveries

How long deliveries take

We make all of our items by hand ourselves and we manufacture many items to order.  We aim to complete the manufacture and arrange shipping for most items within 2 working days of receiving payment for your order.  Please note that personalised, customised and painted items may take longer.  If your order is a mix of items, we will not send you anything until all items are ready unless you specifically tell us to.  We may make an additional charge for sending one order as separate deliveries.

If you have any questions about how long your order will take to manufacture or dispatch please contact us.

Express deliveries

It may be possible to arrange “Before 9am”, “Before 10am”, Before noon” and “Next Day” deliveries.  Next day delivery is only available if items are in stock.  Depending on our workload and the time of day you place your order it is not always possible to arrange express delivery.  There will be a surcharge for using these delivery services which we will inform you of once we have determined that we can fulfil your requirements.  Please contact us to request these.

For Highlands, islands, and Northern Ireland, we’ll use the fastest delivery service available.  Please note that Next Day Delivery is not available to these locations.

Where we deliver to

We routinely deliver to all parts of Great Britain including the Scottish Highlands & Islands and the Isle of Wight.  We can send most weights of package to most areas.

Due to courier weight restrictions we are unable to ship single packages over 20kg to some remote locations.  If your order is made up of multiple items it may be possible to ship these separately.  There may be a surcharge for this which we will inform you of once we have determined that we can fulfil your requirements.  Please contact us to discuss your delivery options.

We can also usually arrange delivery of most items to customers in Northern Ireland, the Isle of Man, the Channel Islands, Europe and the rest of the world.  Alternatively some of our non-GB customers either collect their orders in person or ask us to send their orders to a GB address for forwarding by friends, family, or a freight forwarder.  If you are outside of Great Britain and wish to buy something from us please contact us to check we can deliver to you before ordering anything or making a payment.

How much delivery costs

Delivery cost is calculated using the total value of your order, your delivery address, and your order’s weight and size.  To make sure you get the best value delivery available we select the most suitable service for each delivery from a range of couriers.

What delivery services we use

Lightweight deliveries are usually sent via Royal Mail.  All other deliveries are sent via other couriers or pallet freight providers.  We personally select the best delivery service for every order according to your needs.

What delivery insurances apply

All orders sent by Royal Mail are untracked so will be at the customer’s own risk.

Our couriers and pallet freight providers provide suitable levels of insurance to protect your delivery.  If there are additional costs for this we will let you know in writing before we book your delivery.

Returns

We hope you’re thrilled with your items but in case you’re not you can cancel your order up to 14 calendar days after the day on which you receive your items.  Please note that we cannot not accept cancellations or returns for items that are bespoke, custom, made-to-order or personalised.

To cancel your order, please use the cancellation form provided at the end of our terms and conditions for the sale of goods online to consumers, or you can write to us or email us giving all the details required on this form.

You return the items to us at your own cost and risk.

Un-delivered items returned by couriers

If you are not able to receive your delivery for any reason and the courier returns it to us we reserve the right to charge you all incurred shipping fees in full.  We will take the items back into stock and credit your account with the value of your order minus a restocking charge, the full shipping fee that we paid to send you your items, and any fees the courier charges us to return your items to us.  Please note that we cannot offer refunds on undelivered bespoke, custom, made-to-order or personalised items.

If, after your items have been returned to us, you still wish to receive them you can re-arrange delivery with us which will be at your own cost in full.

Refunds

We will issue a refund within 14 days of receiving the items from you, or evidence from you that you have sent the items back, minus deductions for restocking charges, the balance of shipping fees incurred by us, and any deductions for loss in the value of the items if the loss is the result of unnecessary handling by you.

More information

For more information on deliveries, cancellations and returns please see our terms and conditions for the sale of goods online to consumers.

Changes to these terms

We may revise these terms at any time by amending this page.

Please check this page from time to time to take notice of any changes we make, as they are applicable to your deliveries.

This page was last updated on 14th September 2023.  It is due for review in January 2024.

Contact us

If you wish to contact us you can find our details on our website.

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