FAQs
Below you will find some of the questions that we are asked the most.
If you are unable to find your answer here, please feel free to get in touch and we will try and help if we can.
Deliveries
How much is delivery?
We offer FREE collection from CF3 2NN.
If you require a delivery, the standard UK rates are as follows:
£ 4.99 – Royal Mail 2nd Class
£ 6.50 – Royal Mail 1st Class
£ 7.99 – Next Working Day Courier*
* Sorry, the Next Working Day courier option is not available for remote Scotland/N. Ireland.
A few items have different postage rates (such as the Santa Letters), shipping is detailed and applied at the product level for such items.
How long will it take for my order to arrive.
The usual delivery times are shown below, but please remember to allow time for your items to be made in addition to the delivery timeframe shown here. The current manufacture times are shown on the individual product pages.
The usual timescales for Royal Mail 2nd Class and 2-3 Day Courier is 2-3 working days.
The usual timescale for Royal Mail 1st Class is 1-2 working days.
The usual timescale for Next Working Day Courier is 1 working day (if dispatched before noon).
** Please be aware that these deliveries are made using external agencies and once your parcel is handed over it is out of control. While we will do everything we can to get them out to you, we regrettably cannot guarantee these timescales, especially at peak times, in bad weather and during/after strikes. Please ensure that you leave plenty of time for the delivery to take place. We always recommend leaving additional time in case of a delay with your delivery. We will make sure that we send your items out so that they should reach you under normal timescales as advertised by the external couriers. We will always try and help in the event of a delivery issue, but regrettably it is impossible for us to guarantee a delivery that we are not physically making ourselves.
Can I add to an existing order?
Yes! Once we have started to make your order we are still happy to add to your order. Only once your order is boxed and a shipping label has been printed will we no longer be able to add to your order.
Who carries out the deliveries?
Unless you live within the immediate area (CF3, CF23, NP10), in most cases the deliveries will be carried out by Royal Mail, or an alternative courier (such as Evri) for courier or orders over 2kg. We are happy to deliver to a private address or a place of work if you prefer, so long as there is someone there to receive and sign for the delivery.
Can I allocate a safe place?
We are only able to set a ‘safe place’ for courier deliveries. Unfortunately this is not an option for Royal Mail deliveries. Please note that orders left in a ‘safe place’ are done so at your own risk. You will receive an email from the courier notifying you of the delivery details and you will have the option to rearrange for another day/time if you will not be in.
If you will not be in and you are not there to accept the delivery orders left behind are at your own risk. If your safe place isn’t obvious, please use What3Words to obtain a specific three-word location for it. We specifically use a courier that uses this location service.
Once you receive the courier delivery notification you can also add a photo of your safe place on the courier’s website so that the courier knows exactly where to deliver your parcel to.
What if it is hard to find my house?
If your property is hard to locate, please use What3Words to obtain a three-word location which will get the courier to within a specific 3-metre-square location anywhere in the UK. We specifically use a courier that uses this location service.
What packaging will my order come in? Will it be sustainable?
We take our impact on the environment very seriously. Where possible we always endeavour to use recycled and recyclable materials, both in manufacture and shipping. You will notice that our bubble wrap will normally have a green timge to it. This is to indicate that it is both recyclable and biodegradable.
On the very rare occassions that we use non-recyclable materials in our packaging, it is only because we have received them in a delivery ourselves and we think it is better to reuse them, rather than just put them straight into recycling or landfill.
Returns & Refunds
What happens if an item arrives damaged?
We do take great care to package our products carefully and damages in transit are extremely rare.
If for any reason an item arrives damaged, please just get in touch and let us know (within 48 hours of receipt) and we will endeavour to send out replacements as soon as possible for you.
Am I able to make an exchange or return an item?
Non-perishable and non-bespoke items (such as Santa Letters) can be returned for refund as long as they are unused and still in brand New condition.
Under the distance selling rules you should notify us of your intent to return within 14 days. They should then be returned to us within 14 days of you notifying us, giving you 28 days to complete any returns. This is inline with your statutory rights.
Unfortunately items that are bespoke, personalised, and/or perishable are not able to returned for refund. This is because they will no longer be at their best and/or cannot be sold on to anyone else. This is inline with your statutory rights.
Obviously in an item arrives damaged, even if it is not elligible for a return under the normal rules, we will do everything we can to get replacements out to you as quickly as possible.
How do I track my order?
You are able to track any current or completed orders through the ‘My Account’ section.
All items are sent with tracking. Courier tracking updates at regular journey from the moment of dispatch. Royal Mail tracking will only appear AFTER the delivery has been completed.
How and when will I be refunded?
If you are due a refund, this will be carried out using the same payment method through which the payment was initially made. As soon as we are aware that you are due a refund we will process this within 2 working hours. Depending on which card issuer is used, funds can sometimes take 3-5 working days to appear back on your card, but we will start the process as soon as possible from our end.
My Account & Orders
What can I do from ‘My Account’?
From within your ‘My Account’ section you are able to
- View current or previous orders
- View and print your invoices
- View any applicable downloads
- Update account addresses, phone numbers and email addresses
- Change your password
How do I reset my account password?
To change your password, go to the ‘My Account’ section of the website and select ‘Account Details’.
On a desktop you can find the ‘My Account’ link near the top right of the screen, just to the left of the shopping trolley icon. On a mobile device you can find the link in the mobile menu (pink shape with three white lines) near the top right of the screen.
If you have forgotten your password and are unable to log in, go to the click on either the ‘My Account’ button or the ‘Sign In / Join’ button, you can click on ‘Lost your password’ and you will have the ability to have a new one sent to you via email.
If you think that your password may have been compromised, please let us know straight away.
How do I use my voucher/coupon/discount code?
If you have a voucher, gift card or promotional code, simply enter the appropriate code into the ‘coupon code’ section of the shopping cart page.
Unfortunately promotional codes or gift card credits cannot be added after an order is completed. They can only be used against new orders. If you are having problems with entering a code, please just get in touch with us before completing your order.
If you have any questions that have not been answered here, please just get in touch using our contact page.