Please refer to our Terms and Conditions for full details of all of our terms of service.  But the main outlines are detailed below:

Please also note that the shipping rates for many items we sell are weight-based - and that we also account for packaging and packing administrative charges.  Free shipping is at our discretion.

STANDARD DELIVERY

Orders received through the Website for delivery to UK addresses will usually be processed and dispatched within two (2) working days, subject to availability of the Goods.  We generally use Royal Mail services for dispatch - and all delivery costs include postage, packaging, and packing administrative charges.

Goods will be sent to the address given by you in your order.  They will not be dispatched for delivery by us until we have received full payment for the goods, including any applicable taxes and delivery charges, in cleared funds.
Orders will normally be delivered within seven (7) working days of your order being placed (this is approximate, however Royal Mail normally delivers within 2 days). In the event that delivery of your order is delayed due to unforeseen circumstances we shall contact you by e-mail or by telephone to advise you of the revised delivery date for your Goods. You should anticipate a longer delivery period where delivery periods incorporate public holidays, or mail strikes which are out of our control.

Personalised
Personalised or Framed items or those products of a bespoke or special order nature are usually delivered within twenty eight (28) days  of your order being placed.  We normally send these via signed for delivery like Royal Mail Special Delivery or a similar service.

EXPRESS

We offer an express delivery service for orders for delivery within the mainland UK. This option can be selected when you proceed through the checkout stages of the Website.  Express Delivery orders will normally be delivered within 48 hours (or 2 business days, which ever is the longer) if your order is placed on a Monday, Tuesday, Wednesday, Thursday or Friday that is not a public holiday (“a Business Day”), subject to availability of the Goods. Orders not placed on a Business Day will normally be delivered within 48 hours of the next Business Day. This is not applicable to framed or personalised goods.

We do not offer Saturday delivery.

On all Express Services - the cut of time for that day is 11am.  We use Royal Mail special delivery or a similar tracked and signed for courier service.  We cannot offer timed delivery slots.

INTERNATIONAL
We do accept international orders to some destinations and the shipping cost reflect this.   For delivery to addresses outside of the mainland UK delivery charges are calculated by territory.  We ship via International Air Sure or Signed For or an equivalent service.  Their service times vary according to destination but are normally within 14-21 days.  We can send you a tracking number at your request for your item.

The flat fees quoted include packaging, packing and postage and we do have weight and size restrictions.  We cannot offer framed goods internationally.  Postal calculations may be amended subject to final order weight. 

Customers are liable for all local taxes and duties levied, and any non payment and therefore return of goods will be at the customers cost.

If you have any questions prior to placing your goods please phone us or contact us in writing in accordance with Term 21.1 for details prior to placing your order.

Returns Policy
You may return most new, unopened items within 28 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).  Personalised, bespoke, made to order, food goods (including straws), special orders (including cut items) and all non-resaleable items are non refundable due to their nature. They are outside of the distance sellers regulations.
You should expect to receive your refund within 28 days of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Any questions?  Just ASK US or use the HQ Help live chat.