Our Shipping Policy

Please check individual listings for processing times but in general we aim to dispatch in stock items within 3 days and personalised/made to order items 5-7 days. I will always keep you up to date with timings and will always accommodate a faster turnaround if I can.

Most items are sent first class using Royal Mail, higher value items are sent Royal Mail first class signed for. Royal Mail first class delivery aim is the next working day. All our postal packaging is eco friendly and plastic free.

If your order is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible. In this case you will be responsible for the cost of re-shipping the package.

Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days. In both these instances, a refund will be issued for the value of the items ordered only.

If your order is damaged in transit, please contact me immediately with photos so we can discuss how to rectify the problem.

If your order is lost in transit I will issue a replacement or refund. However, I am bound by the conditions of Royal Mail’s policy regarding lost packages. Royal Mail do not consider a package lost until 10 working days after delivery window.

Our Refund and Returns Policy

Under UK law, you have the right to terminate the contract and return the item even if the item is not faulty in any way. You have the right to do this up to 14 days after receipt of the items.

If you wish to return an order, please contact me within 14 days and let me know that you wish to return. You then have 14 days in which to return the item to me at your own cost. I recommend you obtain proof of postage.

Provided your item is received in an as new and resaleable condition you will receive a full refund for the cost of the item. 

Please note that I am unable to offer a refund/return on bespoke and personalised items

Our Exchange and Cancellation Policy

If you wish to exchange an order, please do get in touch so I can make sure I have a suitable alternative in stock for you. The postage costs will be your responsibility.

If you change your mind about your order before I have dispatched it, please do contact me by email to request a cancellation. I aim to dispatch in stock items within 1-3 working days, so please do let me know as soon as possible. Please note I do not accept cancellations on personalised/bespoke orders unless cancelled within 2 hours.

I regret that I am unable to offer exchanges on products that are bespoke or personalised in any way. These items are exempt from these conditions under UK law.

Our Privacy Policy

Privacy Policy little doris

Please see The British Craft House's Shipping policy