With the exception of personalised Cubbies we will endeavour to send out all deliveries within three working days of cleared payment. However at peak times this may be increased to five working days. Personalised Cubbies require agreement of their design template. A template will be emailed within two working days. Once agreement is received personalised Cubbies will be sent out within three working days or five during peak times. Please note that during the current situation with Covid-19 post will not be delivered/collected more than twice a week so this may further increase posting times. Royal Mail is currently experiencing a backlog which it is working to get under control. Please be patient with them. Depending on your purchase it is likely to be a signed for service which is trackable. You will be sent your tracking number which will help you to be aware of where your parcel is.
We want to ensure you are happy with your product which is why we ask you to carefully check your order for spelling and dates as mistakes you make cannot be rectified. We do not accept returns of personalised items in accordance with the Consumer Contracts Regulations 2013 (Consumer Rights Directive). This states personalised items made to the customer’s specifications or clearly personalised are exempt from cancellation of goods regulations.
Of course if the item is faulty or we have made the mistake in your personalisation please do let us know within 14 days of receiving it and we will certainly resolve it. Please ensure you contact us first before attempting to return any faulty item. This will ensure we have agreed a solution which may include the physical return of the item. If so we will of course pay the return fee when we have agreed the return delivery method.
If you are unhappy with the resolution you are able to use the European Online Dispute Resolution platform to try and reach a solution.