DELIVERY & RETURNS
DELIVERY & RETURNS
- Orders are sent with tracked delivery service and are fully insured.
- Shipments are sent by FedEx,
- Parcels send to a UK address are subject to customs clearance ( excluding Northern Ireland)
- Products sold to the UK are without VAT.
- UK Customers will be asked by shipping company ( FedEx ) to settle UK VAT after customs clearance.
- Customers will be notified by email once the goods have been dispatched.
- Order processing time may vary and be between 1 - 10 business days ( 1 day in case of moss in boxes up to 10 days in case of moss wall panels made to order).
- The delivery time is 4 - 7 working days from the dispatch date.
- Under no circumstances can we be held responsible for delays in parcels delivery, related to delays to UK ( delays at customs, strikes, weather conditions )
- When collecting the parcel, please verify its content condition, in the presence of the courier.
- Damage to the contents of the parcel should be reported on the day of delivery.
We will send you a confirmation e-mail once your order has been received. A second confirmation email will include parcel tracking number and inform you of the expected delivery date.
Please note that we only deliver to the cardholders billing address/ PayPal account address by default but if you wish to change your delivery address, please place your order as normal and email us at: email@example.com
* Please ensure that your shipping address details are correct, when placing your order. We cannot be responsible for orders with incorrect or missing information should they not reach you.
**Goods that have been attempted re-delivery after 3 attempts, not collected from courier collection or re-schedule, shall be returned back to us, any additional re delivery charges and delivery charges for the return of goods shall be charged at the cost as invoiced.
***When collecting the parcel, please verify its content condition, in the presence of the courier.
We can offer a full money refund or exchange an item returned to us within 14 days of delivery. You must email us within 7 days of receiving the goods to qualify for a refund. Cost of returning the goods is the customer's responsibility. Goods must reach us within 14 days from the date we are notified of the return . Goods must be returned unused, undamaged and in original packaging then we can issue a refund (excluding delivery costs). If goods are returned as used or damaged, no refund or replacement will be possible. Please email us at firstname.lastname@example.org if you would like to return an item.
We are unable to offer a refund or exchange for "moss wall panels and moss paintings" as these are handmade after ordering
When posting an item back to us please obtain a certificate of postage. We can not refund or exchange items that fail to reach us.
Unless your item is faulty you will be responsible for paying for your own shipping costs for returning your item.