UK Mainland Orders

Orders using standard delivery options (Royal Mail 1st and 2nd Class) will usually be dispatched within 48 hours of the order being placed. You will receive an email from us letting you know your order has been dispatched.

Please be aware that at certain times of year there can be seasonal delays to the postal service, and these are outside of our control.

Orders placed after 1pm on Friday will be dispatched on the following Monday.  Orders placed after 1pm on a Bank Holiday Friday will be dispatched and processed on the first working day after the Bank Holiday.

Next Day Delivery

Next Day Delivery Orders will be sent via Royal Mail Special Delivery and will require a Signature.

Next day delivery orders must be placed before 10am. Any orders placed after 10am will not be guaranteed to reach you by the next working day. Any next day delivery orders placed on a Friday will not be dispatched until Monday.

European Orders

We are currently unable to deliver outside the UK Mainland.

Returns & Refunds

This does not affect your statutory rights as a consumer.

We are always happy to see the customer’s point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. The same philosophy underpins our website policies on returns and refunds.

We wish to be as fair and generous as it is possible to be, within some limits established to protect ourselves against online fraud or unscrupulous characters.

We do everything we can do to ensure we send you your items in perfect condition by the date you require them.

However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense.

Please use our Get In Touch form to get in touch regarding any issues

Damaged goods – please inform us within 14 days

Please contact us by email within 14 days of receipt of your order.

Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.

You will be required to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If the request is made to return the damaged goods to us, this will be at our expense.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Incorrect or missing goods – please inform us within 14 days

Please contact us by email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.

If you have been sent the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), you will be required to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Goods not as described – please inform us within 14 days

Please note: Handmade items may differ slightly from the images shown.

Please contact us by email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement.

We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If the request is made to return the damaged goods to us, this will be at our expense.

We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.

Dissatisfaction caused by customer error or decision

If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details:

Incorrect details – please inform us immediately

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However we seek to process all orders in the shortest possible time frame so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and re deliveries.

Unwanted or mis-ordered goods – please inform us within 14 days

Please contact us by email within 14 days of receipt of your order.

Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing, and that’s OK, as we all make mistakes every now and then!

Please get in touch and explain clearly which items you don’t want, and whether or not you’d like something else instead. You will be asked to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely as you will only be eligible for a refund or exchange once we have received the goods and confirmed they are in re-saleable condition.

Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value. Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged by one of our team.

Mis-entered delivery details

If you have entered delivery details incorrectly, we will help you arrange redelivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.

Refunds

All refunds will be credited to your original form of payment and the funds should appear on your bank statement within 3-5 working days.

Returning Goods

If you wish to return goods to us, or if you are asked to do so by us, the information we require is:

• Your name and order number.

• Written confirmation of the items you have returned.

• Written confirmation of the reason for your return.

• Written request for either refund or replacement as appropriate.

• Please also tell us whether or not you have already contacted us regarding this return.

• If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

Proof of breakages

The Little Gift Cottage Ltd reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

Please use our Get In Touch form to get in touch for any issues