Mouseloft - Counted Cross Stitch Kit - Stitchlets Collection - Bird & Birdhouse
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For orders dispatched using our Free Delivery option, or for customers paying for standard delivery, we'll generally use Royal Mail's 2nd class postal service. The expected timeframe for delivery is 5 working days.
Any orders that are large in quantity or size, with standard or free delivery, will be dispatched via Hermes, with a 5 working day turn around.
Customers that opt for a quicker delivery method will have their items delivered via Hermes 2-Day, ParcelForce, or Royal Mail special delivery depending on the size of the item.
Unless otherwise indicated when ordering, or due to any adverse weather or large scale issues (we're looking at you, Coronavirus 👀), we expect that customers will receive their items no later than 5 working days from the point of dispatch.
📦 ReturnsYour returns window lasts a total of 28 days - this is made up of 14 days from the date of delivery in which you may exercise your right to return an item, followed by 14 days to return the item to us. Please note that customers must make every effort to notify us of their intent to return an item within the 14 days following delivery.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Copyrighted works such as knitting patterns and magazines may only be returned where the outer packaging has not been opened or tampered with, and any "void" labels remain in-tact.
Additional non-returnable items:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error; and
- Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late or missing refunds
If you haven’t received a refund in the timeframe you expected, first check your bank account again.
Then contact your credit card company or bank, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We do not offer exchanges at this time. We ask that customers process a return as outlined above and then order alternative items.
To return your product, you should mail your product to:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund for your returned goods, we will not refund the original shipping amount paid.
If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance as the items remain your responsibility until they have been safely returned to us.