Postage, Delivery & Returns
We calculate postage to the UK based on the value of the package, and for shipping to the rest of the World using either a fixed price or weight based calculation.
Guides for UK standard postage are as follows
Orders Up to £10.00 £1.90
Orders from £10.01 to £100.00 £3.90
Orders over £100.01 Free
In-stock items are generally dispatched within 24-48 hours, excluding weekends and holidays. If an item has a longer lead time or is a Special Order then details of the estimated dispatch time will usually be noted on the actual product page.
Sometimes, as we have stock facilities in more than one location, items from a single order may be dispatched in more than one parcel. We will never charge you more than the overall postage charge originally indicated with your order.
Items from our 'Custom Print' collections are printed to order whether personalised or not, and we therefore ask that you allow time for printing. Individual print time varies per item and we try and give you a guide to the expected production time on each page. If you have any queries please get in touch. We're happy to help if we can.
Items on in-house card payment orders are held for 5 days pending payment after which they will be returned to stock.
We realise that shopping by post can be difficult. We offer a 30 day refund or exchange policy on most products with just a few exceptions which are explained below. After this time we cannot guarantee to be able to accept back your purchase for either exchange or refund as products undergo continual development, and we may be unable to put the item back into stock. The only exception to that is over Christmas where any purchases made after 10th November may be returned any time up until 31st January of the following year.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Where you have changed your mind or an item does not fit we do ask that you cover the cost to return the item to us but if you are exchanging to another size and are UK based, we cover the cost of returning the exchange to you (see below under 'Exchanges' for more information)
Within our policy we regret that we cannot extend our returns policy to include any personalised or Made to Order items, so please check spellings or sizing carefully. General size charts are available as a link on most products. Where the sizing for an item varies to our normal guidelines, details will be shown on the individual product.
Once your return is received and checked, we will send you an email to notify you that we have received your returned item and explain how the refund process will work, as it may vary depending on the original method of payment. Although we process returns within 48 hours, and most refunds are immediate, they can take up to 28 days to appear on your account depending on the provider.
Where you require a change of size and the size you require is available, we do offer an exchange service.
In this case you need to package the item up taking care to ensure that the original packaging is kept intact - i.e. please put shoe boxes inside an outer packaging.
Please enclose as much information as you can regarding the original purchase and also the item you wish to exchange to.
Although we do ask for you to cover the cost of returning the item to us, we do allow for one exchange free of additional postage charges (UK only - exchange p&p to all other destinations is, we regret, chargeable). The only time we may have to ask for any other additional payment is if you are changing from a Non VATable size to a VATable one.
If you need help, please email us - firstname.lastname@example.org or ring on 01476 572303 Monday to Thursday from 9.00 - 4.30 and Friday from 9.00 - 3.00
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Contact details for Returns & Exchanges
If you need to return and item for exchange or refund, send us an email at email@example.com and send your item to: The Cove, Brewery Hill, Grantham NG31 6DW.