How can we help ?
- What is your return policy for holiday orders?
We offer free returns as standard and have extended our returns policy to 60 days for all orders placed in November and December. Items must be returned with their original packaging with all tags and labels attached. It's important to be aware that we reserve the right to refuse items that do not meet these criteria, and we will notify you via email before sending the product back.
In your order package, you will find a returns form that features a Royal Mail pre-printed returns label. This form provides step-by-step instructions for completing your return.
You should expect your refund within 10 working days after dropping off your package at a Royal Mail Post Office or drop-off point (find your closest location here). Please keep the receipt as proof of drop-off.
For detailed information, please refer to our return policy here.
- How much is shipping and how long does it take?
We provide free standard shipping with Royal Mail for orders above £75.00, and a £4.99 charge applies to orders below this threshold. Additionally, we offer express options through Royal Mail and DPD. All our products, with the exception organic wool, are fulfilled and shipped using standard shipping options. You can typically expect your order to arrive at your door within 1-3 business days from the date of the order. Please note that transit times may vary depending on the specific service and destination.
For more information our delivery options, please refer to our delivery information page.
- Which carriers do you use?
We strive to provide flexibility when it comes to carrier preferences and presently collaborate with three trusted carriers: Royal Mail, DPD and DHL International.
Please note that our organic wool collection is made-to-order and shipped using Parcelforce.
- Do you ship internationally?
We currently provide shipping to the United Kingdom, the European Union, which includes the Republic of Ireland, USA, Australia and New Zealand.
If you need details about delivery & returns, please refer to our dedicated international shipping section. Please be aware that, depending on your country's specific requirements, we may contact you to gather additional information for export purposes. For instance, certain countries mandate the inclusion of your tax number for us to export goods from the UK to you.
We're also looking forward to expanding our shipping services to other regions in the near future. Feel free to get in touch with us, and we'll be happy to explore how we can accommodate your needs.
- Can I place a trade order?
Depending on the size of your order, we may be able to provide a discount for trade orders. For inquiries regarding trade discounts, please don't hesitate to contact us at firstname.lastname@example.org.
- One of the products I am looking at is out of stock
To maintain the high standards we set for our products, we carefully manage our inventory to avoid overproduction, excess waste, and unnecessary strain on natural resources. This means occasionally, our products may be temporarily unavailable.
To be notified when a product becomes available again, use the ‘Notify Me When In Stock’ button. By doing so, you will be among the first customers notified as soon as the product is back in stock. Feel free to contact us at email@example.com, and our team will gladly provide you with the anticipated restock date.