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Customer Service & FAQ's

Customer Service / FAQs 

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Shipping & Delivery - (using recycled packaging where possible, working towards totally plastic free whilst ensuring items arrive in perfect condition)

Dispatch time: 

All orders we aim to send out within 3 working days. Mail order is sent from the artist studios normally on a Monday and Thursday morning.  It is always best to send us a separate email once you have placed your order letting us know if it is urgent and the date you require it by so we can prioritise your order if necessary at busy times. 

Delivery costs:

All shipping charges are kept to a minimum and are done at cost, fully insured and packed to arrive in perfect condition. You are able to view the shipping costs by using the shopping basket before placing your order. An email will be sent to you when your order is despatched letting you know when it ought to arrive at the delivery address.

UK address delivery time: 

Smaller parcels are sent through Royal Mail (postman), larger parcels by Parcelforce, they are normally sent on a 48 hour service (which can take a litter longer in December), please do let us know if you require by a seperate email once you have place your order on a 24 hour service. If no one is in they will leave a card to rearrange delivery or to collect from your local post office. Highlands & Islands addresses normally take 3 to 4 working days to arrive.

European address delivery time:

Sent by FedEx courier taking approximately 4 working days, small parcels (to keep postage cost down) by Royal Mail taking approximately 8 working days.*See important tax/import notes below

North America delivery time:

Sent by FedEx courier taking 3 to 6 working days, very small parcels (to keep postage cost down) by Royal Mail taking up to 10 working days, sent UK tax free saving 20%.*See important tax/import notes below

Rest of the world delivery time: 

Sent by FedEx courier taking 6 to 8 working days, small parcels (to keep postage cost down) by Royal Mail taking up to 10 working days, sent UK tax free saving 20%. *See important tax/import notes below

To contact us at any time about delivery please either email us at: or telephone: +44(0)1935 812212.

If your order has still not arrived a few days after the above timings please let us know so we can track the parcel and make sure it gets to the delivery address as quickly as possible. For international addresses we strongly recommend and appreciate any additional delivery information we can pass onto our couriers to help a swift and problem free delivery.

Signed for & Special Delivery instructions: 

Most large parcels are sent by courier with a signature required. If you are not in when the courier tries to deliver, they will leave an instruction card on how to get your parcel redelivered or collected from your local post office. For a swift delivery please give us any extra information when ordering in the 'comments & questions box' on the checkout page, so we can put this on your parcel for our couriers.  This could be if your address is difficult to find, if you are going to be out requesting leaving your parcel with a neighbour, or if out leaving the parcel in a special place instead of signature (please note we cannot be held responsible for loss of a parcel if you opt for no signature to be taken, and it is at the discretion of the delivery driver whether they will leave a parcel without a delivery signature. Normally they will but it is not guaranteed).

Saturday UK deliveries:

It may be possible to have your order delivered on Saturday depending on your address, although this is not always reliable we have found. Smaller parcels we can send with Royal Mail with the postman delivering on a Saturday with no extra charge but larger parcels requiring Parcelforce courier carry a £10 surcharge (what we are charged). If you would like a Saturday delivery please email us separately after you have placed your order requesting this and we can advise as well as if there would be any extra charge.


We are normally fully stocked but if we are short of any items on your order we will contact you to advise on timings or alternatives.

*Tax (VAT) exempt orders & import charges:

Orders shipped to an address outside the United Kingdom are free of UK tax (VAT) **. This means you save 20% (current rate) on the UK price of the goods which is reflected in the total amount shown on the order form. **with the exception of European delivery where the country of destination tax is included in the purchase price and we pay this tax to the European countries customs department via FedEx so the customer does not have further tax charges on delivery. 

*Please note:  Most countries have import taxes/duties or local VAT, sometimes also a handling fee for collecting this tax, the cost of which varies depending on the country. It is normally less than UK tax which has already been take off your order, creating an overall saving. You may have to pay this extra charge directly to the delivering courier company (FedEx or in country postal service) who in turn pays this to your country's customs authority.