Got a question about your order, payment, delivery or technical issues? Find answers to commonly asked questions below or contact us and we'll be happy to assist you.
| Order FAQs - Click here
Q: How can I check the status of my order?
Q: Can I send gifts to someone other than myself?
If you would like to send a gift directly to the recipient, you can select ‘Deliver to different address’ option and enter the name and address of the recipient upon Checkout page.
Q: I have made a mistake with my order, can I change / cancel my order?
Please contact us as quickly as possible, if your order has not entered production we will do everything we can to support your request.
Q: Is it possible to fast track my order?
Due to the handcrafted nature of the product you have purchased, we are unable to speed up the process of production, please use the guideline estimated dispatch date provided at the time of purchase as a dispatch indication.
Q: My order has arrived damaged / incorrect. What should I do?
We are very sorry to hear this but please be assured that we will correct this as quickly as possible. Please contact us with just one photograph showing the issue in hand.
Q: How can I pay?
We accept all major Debit and Credit cards as follows: Master Card, Solo, Visa, Visa Debit and Visa Electron.
Why am I having payment problems?
If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you still have no luck, contact us and we’ll be more than happy assist you.
If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and contact us and let us know the problem you’re having.
Q: Can I use more than one voucher code on the same order.
Only one voucher code can be used per transaction.
Q: Why hasn't my gift arrived yet?
All our gifts are dispatched in line with the dispatch times contained on each product page (please note - all dispatch times quoted on our website are estimated).
Once dispatched, our gifts are then delivered straight into the carrier system eg Royal Mail, Interlink Express etc. Once the gifts have been despatched, we are unable to control the delivery process. If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local sorting office if they've tried to deliver it, or check with your neighbours to find out whether the package has been left with them. If you still have not received your item we will do whatever we can to try and rectify any problems caused by the delayed delivery.
Please remember that first class items are not guaranteed next day delivery and depending on the size and amount of gifts you order, may take several days to arrive, particularly during peak periods.
Please also be aware that if you have ordered multiple items with the same delivery option and delivery address, that they may be dispatched together or separately.
Please make sure you allow enough time for your gifts to arrive. It's always better for a gift to arrive 1 day early than 1 day late. It’s also advisable to check the status of your order in by logging in and viewing your order history.
Q: Will I be notified when my order has been dispatched?
Absolutely, the moment your order has been completed, quality checked and shipped – we will notify you by email.
Q: When is my order due to arrive?
Please use our order checker to view when you’re order is likely to be completed and shipped. You are able to check the status of your order using our online order tracker which is available by clicking here. *You will need your order reference number and email address.
Q: Who do you ship orders out with?
We use various shipping partners depending on the item purchased, if you have any concerns regarding the delivery of your parcel, please contact us.
Here are some examples, correct at time of publishing:
|Jute Bags||Royal Mail|
|Chopping boards||Royal Mail|
Q: I have encountered an unexpected technical issue.
If something strange happens or you receive an unexpected error message while you are using the site, we would recommend to delete your cache, history and cookies however if this does not help please make note of the following points and contact us
- Where were you on the site?
- What were you doing immediately before it happened?
- If you received an error message what did the complete text say?
- Do you have a screen shot of what happened?
Your web browser may need updating or upgrading to the latest version. We recommend always keeping your browser up to date to get the best functionality from the site.
Q: I’ve forgotten my username/password!
When registering with us you will have chosen a password - don’t worry if you’ve forgotten it! We can give you a new password at any time - for security reasons, we don't keep a record of passwords but we can email you a new one.
Just click on 'forgotten password' in the Login/Register tab and enter your email address. You should receive an email from us instantly containing a new password and you will be able to login once again - make sure you enter your new password accurately as all passwords are case sensitive.
Once you’ve logged in successfully, you can change your password at any time by clicking on My Account at the top of the screen, then the Account Information, select the change password tick box and Save.
If you cannot remember the email address you registered under or need further help, please contact us.
Q: How do I update my account information?
Once you are happy with an order in your shopping basket, press the checkout button and pay for that order. After making this selection you will be taken to a secure page to enter your credit card details.
All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider.
Our Customer Service team are here to help so if you need any more information, please contact us.
Q: I have not received my order confirmation email.
Please check your spam or Junk folder and move the email to your inbox. Otherwise, please contact our customer care team who will arrange for a copy of this to be resent to you.
Date updated: 12/10/2020