Policy

Terms & Conditions – Order Processing, Shipping & Returns

​

1. Family-Run Business
   We are a small, family-run business. All orders are processed by our team with care and attention.

2. Processing Times

   • Standard orders are processed without a timeframe

3. Variations in Processing Times

   • Processing times may vary depending on the volume of orders received.

   • During busy periods, times may extend beyond the stated estimates.

   • In quieter periods, processing may be quicker than estimated.

4. Limitations
   As a small team, we do not have the same staffing capacity as larger companies. While we strive to meet the stated times, delays can occasionally occur.

5. Shipping

   • Customers are responsible for checking which courier service they select at checkout, as each courier offers different delivery times.

   • Delivery times quoted by couriers do not include our processing timeframe.

   • We offer a low-cost shipping option, however, please note:

     • This service does not include insurance (we cannot be held liable for lost or misplaced parcels).

     • This service does not include tracking.

   • For added security, we recommend choosing a tracked and insured service.

6. Returns & Refunds

   • Personalised or custom-made items are non-refundable and cannot be returned unless faulty or damaged upon arrival.

   • Non-personalised items may be returned within 3 days of receipt, provided they are unused, in their original condition, and in original packaging.

   • Customers are responsible for the cost of return postage unless the item is faulty or incorrect.

   • Refunds will only be processed once the returned item has been received and inspected.

   • We recommend using a tracked postage service for returns, as we cannot be held responsible for lost return parcels.

7. Customer Acknowledgement
   By placing an order, customers acknowledge and accept that processing, shipping, and returns policies are subject to these Terms & Conditions. Due to the high volume of daily orders (serving over 7,000 customers) and our use of multiple worldwide suppliers, product availability may occasionally vary. In the event that an item you have ordered is temporarily out of stock, we reserve the right to substitute the product with an alternative item of equal or greater value. Any replacement will be as close as reasonably possible in style, function, and quality to the original product selected. This approach ensures that orders can be fulfilled and dispatched without unnecessary delays. By placing an order with us, you acknowledge and accept this substitution policy. If you have any specific requirements or do not wish for substitutions to be made, please contact us prior to placing your order.

8. Gratitude
   We sincerely thank all customers for their patience and support. Every order placed directly supports our family business, and this means a great deal to us.

​

Order Processing & Delivery Terms

Processing Time

As a small, family-run business, all orders are processed personally. While we always aim to prepare and dispatch orders as quickly as possible, we do not operate with a fixed processing timeframe.

By placing an order, you acknowledge and accept that:

• Processing times may vary

• Delays can occasionally occur due to workload and personal circumstances

• We are committed to fulfilling every order with care and attention

We appreciate your patience and understanding.

Dispatch & Courier Collection

Once your order has been prepared, it will be collected by our courier service.

Please note:

• Processing time and courier delivery time are separate

• Once the parcel has been handed to the courier, it is no longer within our direct control

• Delivery timeframes are determined by the courier company

Lost Parcels

If your parcel has not arrived:

• A parcel will only be considered lost after 14 days from the dispatch date

• After this period, we will raise a claim with the courier on your behalf

• Courier investigations can take up to 30 days

Refunds for Lost Items

• No refunds or replacements will be issued until the courier confirms the parcel is lost

• Once confirmed, we will offer a suitable resolution (refund or replacement where applicable)