We take care with every order that leaves us. Here is everything you need to know about getting your order safely to your door, and what to do if something isn't quite right.
Last updated: October 2026
Delivery
Where we deliver
We currently deliver to addresses throughout the United Kingdom, including mainland Scotland, England, Wales and Northern Ireland, as well as to Canada, New Zealand and the United States.
Delivery charges
UK orders now come with free delivery, on every order — no minimum spend to reach. The correct rate is applied automatically at checkout — there is no need to enter a code.
Free UK delivery on every order.
For orders delivered to Canada or the United States, a standard delivery charge of £24.99 applies, with free delivery on orders of £100 or more. For orders delivered to New Zealand, a standard delivery charge of £24.99 applies, with free delivery on orders of £120 or more.
When will my order be dispatched?
We aim to dispatch orders within 2–3 working days (a little longer for custom or special pieces). Working days are Monday to Friday, excluding bank holidays.
During busy periods — such as the run-up to Christmas and other seasonal peaks — dispatch may take a little longer. We will always notify you if there is a significant delay with your order.
How long will delivery take?
Once your order has been dispatched, most UK deliveries arrive within 3–5 working days. Deliveries to the Scottish Highlands and Islands, Northern Ireland, and some more remote areas may take a little longer.
Deliveries to Canada, New Zealand and the United States will generally take longer than UK deliveries, as they depend on international carrier transit times. Where possible, we will provide an estimate at checkout.
Tracking your order
You will receive a dispatch confirmation email as soon as your parcel is on its way. Where tracking is available, we will include the relevant details so you can follow its journey.
If your order doesn't arrive
If your order has not arrived within 10 working days of your dispatch notification (or longer for international orders), please contact us and we will investigate as a matter of priority.
Returns & Refunds
Our returns policy
We want you to be completely happy with your purchase. If for any reason your order is not quite right, you are welcome to return it within 30 days of receipt.
Condition of returned items
To be eligible for a return, items must be unused, in their original condition and returned in their original packaging. We are unable to accept returns on items that have been opened, used, or show signs of damage after receipt.
Personalised items
Personalised or made-to-order items — including engraved slate and pet portrait pieces — are made specifically for you and cannot be returned or exchanged unless they arrive faulty or damaged.
Bath and body items
For hygiene reasons, we are unable to accept returns on opened bath and body items unless they arrive faulty or damaged.
How to arrange a return
To begin the returns process, please contact us with your order number and a brief note about the reason for your return. We will respond within one working day with instructions.
Please do not send items back without contacting us first, as we may not be able to process your refund without this information.
Return postage
Unless your item is faulty or has been sent in error, the cost of return postage is the customer's responsibility. We recommend using a tracked and insured service, as we cannot accept liability for parcels lost in transit.
Refunds
Once we have received and inspected your return, we will process your refund within 5–7 working days to your original payment method. You will receive a confirmation email when this has been completed.
Faulty or damaged items
In the unlikely event that an item arrives damaged or faulty, please contact us within 7 days of delivery, including photographs of the damage. We will arrange a free return and offer a full refund or replacement, whichever you prefer.
Questions
If you have any questions about delivery or returns, we are always happy to help. Please get in touch and we will do our best to assist you.