DELIVERY & SHIPPING
(Please note, this excludes the Offshore Islands, Scottish Highlands, Scottish Islands, Northern Ireland, Channel Islands & the Isle of Man. For these destinations please see the relevant section below.)
We offer free delivery to Mainland UK destinations on all orders over £30. These parcels are sent with MyHermes, and you can expect them to be with you 3-5 days after dispatch (and sometimes delivered over the weekend). They do not pick up on a Sunday. Under normal circumstances, a signature will be required upon delivery; this process is slightly different during these Covid times, but you will still need to be at home to receive your parcel. You can choose to change your delivery date, or to have your order delivered to a safe place. Please be aware however that if you choose the latter option we can not accept responsibility for missing or lost items. Delivery will be attempted on three occasions, after which you will have to pay a re-delivery charge.
LOCAL PICK UP
We just added local pick up to our delivery options for those TQ9 ers out there who prefer to pick up in person. Send us an email first to arrange a pick-up time from Dartington [email protected]
FIRST CLASS LARGE LETTER – £2.99
Some of our smaller items will be sent to you via Royal Mail First Class/First Class Signed For service. Please allow 3-5 working days from when you place your order for your items to arrive, although deliveries may also arrive on a Saturday. If your package requires a signature, we will send you tracking details. If no-one is home to take delivery, Royal Mail will leave a card and you can arrange for re-delivery or collection from your local depot, where your package will be held for 18 days before it’s returned to us. If this happens, we can’t refund your original shipping costs, and you will be charged again for re-sending your order.
ROYAL MAIL TRACKED SERVICE – From £4.99
This is a Royal Mail Tracked service and aims to deliver within 2-3 working days after dispatch, although deliveries can also arrive on a Saturday. If your order hasn’t arrived in 2-3 days please get in touch and we can track your parcel. Royal Mail will make one delivery attempt before asking you to arrange re-delivery or collection. Be warned that if you don’t do this within a reasonable timeframe, your parcel will be returned to us, your original shipping costs will not be refunded and you will be charged again for re-delivery.
NEXT DAY DELIVERY BEFORE 4pm – From £7.49
Your order will be sent via Royal Mail Special Delivery.
Orders placed before 12 noon Monday – Friday will ship the same day.
Orders placed after 12 noon will ship the following working day.
(Please note: working days are Monday to Friday, and do not include Saturdays, Sundays or Bank Holidays. Orders placed after 12 noon on a Friday, over a weekend, or on a bank holiday, will not ship until the following working day. )
We will aim to contact you immediately if for any reason we are unable to ship your order within these timeframes, and you will have the option to cancel & receive a full refund. A signature will be required upon delivery; if no-one is home to receive the parcel, a card will be left and you will need to either re-schedule your delivery or collect your parcel from your local depot, where it will be held for 18 days. If the parcel is not collected within this time, it will be returned to us, your original shipping costs will not be refunded and a re-delivery charge will then apply.
Please be aware, although Royal Mail’s Next Day Delivery service is fantastically reliable, unforeseen delays do very occasionally occur.
SHIPPING TO UK OFFSHORE DESTINATIONS – From £2.99
ISLE OF MAN, SCOTTISH HIGHLANDS, SCOTTISH ISLANDS, NORTHERN ISLAND, CHANNEL ISLANDS AND THE ISLE OF MAN. (Postcodes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3 (Scottish Islands), TR21-TR25 (Isles of Scilly), PO30-PO41 (Isle of Wight), GY & JE (Channel Islands), IM (Isle of Man).)
Orders shipped to these destinations will be sent either by Royal Mail T48 or via MyHermes, and can be expected 2-7 working days after dispatch (deliveries may arrive on a Saturday). You will be able to track your parcel’s journey with the tracking number that we’ll send to you once your order is shipped.
Please note: If your order weighs in at over 2kg (and therefore jumps into the £15.99 postage bracket at checkout), you will be prompted to contact us so that we can look into the most competitive shipping service for you based on the items you’re ordering. Similarly, a next-day service to offshore destinations isn’t offered at checkout, but if you need an express service please contact us before placing your order and we’ll be happy to give you a quote for getting your items to you via Royal Mail Special Delivery.
SHIPPING TO EUROPE – From £5.49
Our European Shipping rates starts from just £5.49. Your order will be sent on a signed-for service via either Royal Mail, or one of the other reputable European courier companies, depending on the weight and size of your parcel. Expected delivery times are between 2 – 7 working days from dispatch, although please be aware that this is not a time-guaranteed service. If you parcel doesn’t arrive in the above timescale and you want us to track it please get in touch with your order number.
Since England is no longer part of Europe when receiving good from abroad you may then have to pay customs or VAT charges. These charges will depend on the country and the value of the item.
SHIPPING TO THE USA, CANADA, AUSTRALIA & REST OF THE WORLD – From £9.99
Your order will be sent on a signed-for service via either Royal Mail, or or one of the other reputable International courier companies, depending on the weight and size of your parcel, with expected delivery times of between 3 – 10 working days from dispatch. We are finding currently that deliveries do take extra time to arrive due to the increased use of all postal services due to current restrictions here in the UK.
Please note, you the customer (or the recipient) will be responsible for all and any import taxes and duties and/or customs charges due on imported goods on arrival in the destination country. These charges will vary depending on the country, and on the items in your order. We are not obliged to make you aware of any potential charges and/or procedures; it is your responsibility to check with the relevant country’s customs office. We will not mark orders as a gift in order to avoid these charges. We are not responsible for any packages that may be held by international customs agencies. Your local post office or delivery centre may hold on to your parcel until any customs charges due have been paid. Regrettably, if a parcel is not collected and is returned to us, your original shipping cost will not be refunded, and a re-delivery charge will apply.
Returns, Refunds & Exchanges
It goes without saying that we want you to be completely happy with your purchase from us. If however, you decide that you wish to return your item/s for any reason, you are within your rights to do so, and we accept returns for exchange or a refund provided you email us within 14 days of the original purchase date, and that the product is then returned to us unused and in perfect condition, in its original packaging and accompanied by the original order number, within 30 days of the original purchase date.
CHRISTMAS EXCHANGES/RETURNS POLICY
We offer an extended returns period over Christmas and New Year. Orders placed between 15th November and 10th December will be accepted for exchange or refund until January 10th. In all other respects, our standard policy is unaltered.
(Additionally, as we are often extra busy at Christmas markets, we would ask that you could please be patient with us over this period, as our response time may be slightly slower than normal.)
To return or exchange an item
Please email us at [email protected], quoting your order number, as well as details of which items you would like to return or exchange.
Please note, we will only exchange items if they are faulty or damaged. If you wish to exchange an item, please attach photos that clearly show the problem.
To be eligible for a return, your item/s must be unused, in the condition it was when you received it, in its original packaging and folded in the same way as it was when you received it (this relates particularly to ponchos). Items that smell of perfume will not be refunded.
You are responsible for arranging and covering the cost of all returns, except where the item is faulty.
To return your product, please pack the item together with your name, order number (this is essential) address and email, and return it to: Sunnymead, 22 Courtfield, Totnes, Devon, Tq95RQ, clearly marking the outside of your package ‘Returns’. Please obtain proof of posting. We also recommend that you put your return address/postcode on the outside of your parcel, so that it can be returned to you should there be a problem with delivering it to us. You might also want to consider using a trackable and/or insured service, particularly for higher-priced items. We cannot accept responsibility for parcels lost in transit.
As soon as we have received and approved your returned item(s), we will exchange or process a full refund, depending on your preference. This can take up to 10 days to receive and sometimes shows on your statement as a credit against the original payment. PayPal refunds are usually the same day. Alternatively, returned items can be exchanged for store credit. In the case of refunds, except where the item is faulty, you will be reimbursed for the full value of the item(s), but not for the original shipping charges. Exchanges will be shipped to you free of charge. If your return is not approved for some reason, we will of course be in touch to let you know.
Please note that items that have been washed on an inappropriate washing machine setting, when the care instructions state clearly not to do so, will not be eligible for return. Socks can not be returned once opened. Also, any item that smells of perfume will not be returned as it cannot be resold.
Please feel free to get in touch if you have any questions about our returns policy, .