How do I place an order?
You can place your order at any time through our website, either by registering your details or checking out as a guest. Alternatively, if you have any questions about an item, or if you prefer to speak to someone, you can call us on 01989 561931, Monday-Friday, 9am-5pm.
What payment methods do you accept?
Payments can be made online through our secure system, with any major credit or debit card, except American Express. You must be over 18 years of age, and the owner of the payment card. Unfortunately, we do not accept payment by PayPal.
When will my payment card be charged?
Your total order value will be charged on completing checkout.
What if an item is on back order?
Your total order value will be charged on completing checkout, including products which are out of stock and on order. When an item is due to be available within a few days, then your order will be despatched complete as soon as this arrives. If an item will take longer to come back into stock, then we will contact you to advise. We can either part despatch your order and follow on the remaining item when it is available again, or we can refund you for the outstanding item, and advise you when it is back in stock.
What delivery options are there?
Our mail orders are despatched with our courier DHL on a next day service; standard delivery is £8.50 for parcels up to 20kg. Deliveries to the Scottish Highlands, remote and offshore addresses will incur additional charges, so please call us for a quotation to these areas. For larger items we can arrange a special delivery either on a pallet or with a haulier. Please contact us if you would like a quotation for this option, and to arrange a convenient day for the delivery. If you wish to order small items from our website (less than 2kg, and under £20), we can post this to you with Royal Mail as a first-class parcel; please call us if you prefer this option, and we will take your order over the telephone. Unfortunately, we are unable to deliver internationally.
How long will delivery take?
We aim to despatch our mail orders within 2-3 working days of ordering, on a next day service, subject to availability. Where items are out of stock, but due to be available within a few days, we will despatch your order as soon as these arrive; if the items will take longer to come back into stock, we will contact you to advise. For large items requiring special delivery with a haulier, we will arrange this on the next available date; this may take longer than our standard courier delivery. Lead times for items made to order will be advised upon ordering.
Can I change the details of my order once it has been placed?
Providing your order hasn’t yet been despatched, you can change the delivery details, or add or remove items from the order, by calling us on 01989 561931 during office hours. If your order has already been sent out, then it can no longer be amended. Made to order items/ cut fabrics sold by the metre cannot be changed or cancelled once the order has been placed.
Can I order an item as a gift?
If you would like to order an item as a gift, then please place your order online, entering a message in the ‘notes about your order’ box, and we will include this on a delivery note with the order, which will not display any prices.
I have received a faulty or incorrect item; what should I do?
Please ensure you check all goods on receipt of your delivery, and notify us of any breakages, defects or discrepancies within 24 hours. We will then be happy to replace the item. We regret we are unable to replace any items if we are not notified within this time. Some of our products are antique or handmade, and are unique in design, size, finish, shape, colour, or texture and therefore may vary from the pictures you see on our website.
How do I return an item?
We have every confidence in our products; however, if you are in any way dissatisfied with your online purchase you may return it to us at your cost within 14 days, for a refund of the items and the original delivery costs, or for a replacement. We cannot refund return delivery costs. The item must be unused, in the same condition as it was delivered, and packed in its original packaging. We suggest goods are returned by registered post, as we cannot refund items lost during return transit or not in a fully saleable condition. We regret that gift vouchers, items being made bespoke or to your specification, or fabric that has been cut to order, cannot be cancelled or returned.
When will my return be processed?
We aim to process all online refunds within 14 working days after receiving your return, using the same method originally used by you to pay for your purchase. The funds may take time to arrive in your account, depending on which bank you use.
Can I bring my dog/ lamb/ cat/ pony? Do you have a tearoom? Do you have a loo?
We are sorry, no. we love dogs and all kinds of pets but our store cat lily doesn't - so please don't bring your furry friends (unless they are guide or assistance dogs). the old tearoom and loos - permanently closed a couple of years ago, but you can find heaps of both two minutes away in ross-on-wye.