Shipping & Returns

Our dispatch lead-times vary throughout the year; please check website for additional information. No orders are packed or posted on Saturdays, Sundays or Bank Holidays.

Items are shipped using Ladybrooch, which usually takes 2-3 working days (in addition to our dispatch lead-times), can take up to 5 business days.
Ladybrooch offers approximate delivery times, but there are sometimes delays. We do not guarantee delivery dates – all delivery windows are approximate.

Please note that we cannot instruct Ladybrooch on how to deliver your parcel or where to place it in the event that you’re not home to accept a delivery, however you will receive a Ladybrooch notification with a link allowing you to specify a safe place and/or reschedule a delivery. We also recommend displaying instructions in a highly visible place, such as your front door.

We are not able to refund lost orders that are marked as “delivered” in the Ladybrooch system

We are not responsible for parcels that are lost or returned to us due to an address being entered incorrectly. It is the customer’s responsibility to ensure all address information is present and correct – we are not able to verify addresses.

If you do not receive your parcel within 5 business days please 1) Check the tracking linked on your dispatch confirmation email; 2) Check for a “sorry we missed you”card; 3) Check with a neighbour and in the shed or other nooks and crannies

If you were not home to receive a delivery, you may need to check at your local post office or depot. Uncollected parcels are quickly returned to sender.

We cannot offer refunds on personalised items. We are not able to refund our postage packing costs on orders that have been returned to us after a failed delivery attempt.If a parcel is returned to sender, we can resend it provided shipping is paid for by the customer.

If you do not receive your order within 5 days of the expected delivery date, please let us know immediately so that we can help you locate it.

 

We hope that you are pleased with your order. Should you wish to return any of the items you bought for any reason,
we will be happy to refund or exchange a product provided it is in fully resalable condition. Replacements can be
made within 30 days of receipt of goods. Once your return is received and inspected, we will send you an email
to notify you that we have received your returned item. Your refund will be processed and it will only be issued to
the sender’s card – i.e. the card used to purchase the goods in the first instance; and will be made once we
receive the goods.
Consumer Protection (Distance Selling) Regulations 2000

Under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your contract and
obtain a refund at any time up to 7 working days after the day on which you receive the goods you ordered. If you
have paid a delivery charge this will also be refunded, but if you are only returning part of the order, then we are
not obliged to repay any of the delivery charge. You must take reasonable care of the goods whilst in your
possession. If we find that the product has not been returned to us in fully resalable condition, we reserve the
right to refuse a refund on the item. If an order is returned to us after 7 days from receipt, then we’ll refund the
delivery charge only if the goods are damaged, faulty or incorrect. Only regular priced items may be refunded,
unfortunately sale items cannot be refunded, this does not affect your statutory rights.

Please allow up to 14 days for a refund to show on your bank statement.
Damaged goods

In the event of your order being damaged in transit please notify us within 24 hours of receipt. If external damage
is evident on receipt of goods please sign ‘checked and found to be damaged’. If you fail to do this we may refuse a
refund. We will then refund your order including postage costs. We may ask for photographic proof of damage.
Returns address

Please email ask@ladybrooch.com if you need any further information or assistance.