SHOPPING WITH US
Do I need to create an account or can I shop as a guest?
You can make a purchase without creating an account. However, you may find it helpful to create an account so you have easy access to all your orders, your wishlist and to avoid entering your personal details every time you make a purchase. This is all designed to help save you time.
Will I receive the same product that I see in the photographs?
We endeavour to ensure our photos are as accurate as possible. Please bear in mind that, as many of our products are handmade, there may be some variation between each product but this is a sign of each product’s uniqueness. Please ensure you read the product details carefully for other possible variables and options.
What is the best way of keeping in touch with what is new and special promotions?
You can subscribe to our newsletter via our pop up notification, or if you missed that, click on the newsletter icon that appears at the top of each page. If at any time you no longer wish to receive our updates, then please unsubscribe using the unsubscribe link at the foot of one of our emails.
How do I find the products I want?
Use the search box at the top of each page, otherwise, you can browse every product under SHOP, or browse the individual categories from our dropdown menu top left of each screen.
Can I compare and contrast products?
Yes, click on the compare icon as you hover over a product on the category page, or you can do this on the product page itself and it will add this to your comparison page which you can access at the top of each page by clicking on the same icon that appears there too.
I have a specific question about a product. Who do I contact?
On the product page, below ADD TO BASKET, there is a blue button which takes you to an enquiry box where you can write and submit your question. This is directed to the seller who will respond.
Can I order over the phone?
As your chosen products could be coming directly from many different makers from around the British Isles, we ask you not to call our bricks and mortar shop to place an order.
How do I use the price filter to shop meaningfully for Christmas on a tight budget?
Click on SHOP on the front page. On the left side of the page, you will see FILTER BY PRICE. Just move the slider down to your required budget e.g. £10, click on the filter button, and hey presto, everything under £10 is ready for you to browse. Simple! Plenty of useful things under £5 too. Equally, you can adjust the bottom end of the filter up so you can shop within a range of prices. Clever eh!
Can I create a wishlist?
Yes, click on the heart icon as you hover over a product on the category page, or you can do this on the product page itself and it will add this to your wishlist which you can access at the top of each page by clicking on the heart icon that appears there too. To save your wishlist, you need to create an account.
Can I create a wedding list?
Currently, you can only create a wedding list via the wishlist option although that remains private unless you share your log in details with your family and friends.
Will you restock items indicated as 'out of stock'?
We cannot always guarantee to obtain further stocks. If something is showing as SOLD OUT and is still showing online, then it is likely to be restocked in the future. If you cannot wait, then please call us on 01424 777711 and we will endeavour to help.
How will I know when an out of stock item is back in stock?
To find out whether an item is back in stock, simply use the search facility to find your item. We are looking at ways to automate back in stock communications as part of our future development.
Do you ship overseas?
All our products are dispatched from the British Isles. Currently, they are only available for delivery to anywhere in the British Isles (except for the Republic of Ireland), but we are working on shipping to Europe and beyond in 2021. Please bear in mind that deliveries to Northern Ireland, the Highlands and Islands may take longer to reach their destination. In checkout, please ensure you select the correct country/region for your delivery.
PAYMENT INFORMATION AND REFUNDS
How do I pay?
We use PayPal as our payment gateway. It is simple and safe.
What if I don't have a Paypal account?
You do not need a PayPal account to pay with PayPal. You can pay with any credit card for your purchase. However, if you do have a PayPal account, and you are using an email associated with that PayPal account, PayPal will require you to checkout with PayPal.
How do I pay with a gift voucher?
Gift vouchers issued in our bricks and mortar store can ONLY be redeemed in our bricks and mortar store.
You cannot currently buy an online voucher to use in our online store.
How do I use a discount code?
If you have a discount code, please enter it in in the coupon code box in your shopping cart. Do not forget to click the APPLY COUPON button before proceeding to checkout.
What if I have not received an order/payment confirmation?
Once your payment is authorised, your screen will show acknowledgment of your order. You will also receive an email confirming your order from us and one from PayPal confirming your payment. Please check in your spam box if you cannot find these two emails.
If I return something, will I be reimbursed through the original payment method?
Will my payment will be taken immediately?
Yes, your payment will be taken straight away because even if you need to wait up to 28 days for an item, our maker will be making it especially for you. Should it prove not possible (this could be due to many reasons), or if we cannot obtain an item after extensive attempts to restock, we will contact you to arrange an alternative or a refund, whatever you choose.
ORDERS AND RETURNS
How much will I be charged for delivery?
When you order a product from our bricks and mortar store, our standard charge for delivery is £3.95. When you order a product from one of our partners, their charges may be different and will be shown on the product page. Where you buy multiple products, therefore, you may be charged multiple delivery fees. This is common when purchasing from online marketplaces.
Please note the charge for delivery includes VAT at the rate appropriate to the delivery address. The VAT shown under your order total relates to products only.
What happens after I submit my order?
Once your payment is authorised, your screen will show acknowledgment of your order. You will also receive an email confirming your order from us and one from PayPal confirming your payment. Please check in your spam box if you cannot find these two emails. Work will be going on behind the scenes to ensure your order gets to you.
Can I send an item from my order to a different address as a gift?
This is not possible within the same order. If you want to send a gift to a different shipping address, this needs to be a separate order. IMPORTANT: Please call 01424 777711 once you have submitted an order which is a gift and we will ensure there is no pricing included…we can also write a little personalised note for you to make it even more special.
Where can I view my sales receipt?
When you order, you receive confirmation of your order by email together with details of what you ordered, payment and billing/shipping details. When items are dispatched from our bricks and mortar store, you will also receive a VAT receipt. Other sellers will not necessarily be VAT registered, but your parcel will include a receipt.
Can I add more items to my order?
Once you have paid for your online order, nothing can be added to that order and you will need to submit another order.
Can I cancel my order before it is received?
Please call us in the first instance 01424 777711 and we will help as much as we can. Should your order be for a bespoke handmade or personalised item, and it is already in production, we cannot refund you.
Can I exchange my order?
As the items in your order are potentially coming from different sources, this is not usually possible. Subject to our policy relating to non-returnable items, if however, you have a product that you wish to exchange, e.g. the same jumper for a different size for the same price, then please contact the seller/maker. Their contact information will be at the foot of your order confirmation email.
How long will delivery take?
We and our makers aim to have all orders dispatched and with you within 7 working days (weekend and bank holidays do not count as working days). However, many products are handmade to order and therefore will take longer to reach you, sometimes up to 28 days, so please allow the time specified on the product page before contacting us.
Only some of my delivery has arrived. Where is the rest of my order?
As we are an online marketplace, all our makers/sellers deliver directly to you so if you have ordered from more than one maker, you will receive separate parcels. The exception is if your chosen products are all coming from our bricks and mortar store and everything is in stock in which case you will receive everything together (subject to anything being made especially to order).
What happens if we find your item is out of stock and no longer available?
If your item is no longer available, we will cancel your order for that item and refund you.
How long do I have to return an order?
You have 14 days to return an item for any reason. The 14 days start on the day on which you receive the item. Certain items cannot be returned; these include items sealed for health or hygiene reasons which have been unsealed, face masks, items that have had their tags removed, downloaded gift vouchers, flowers, food, personalised, made to order. Please see our Terms for Buyers on our Terms and Conditions of Sale page for further information.
What happens if my order arrives incomplete, damaged or faulty?
Please call us if the items came directly from our bricks and mortar store in Battle High Street on 01424 777711. If the items came directly from one of our partners, then please email them in the first instance. If you are dissatisfied with their response, although we pride ourselves and our partners on exceptional customer service, then please call the above number. If anything you order is missing or arrives damaged or faulty, then you are entitled to a full refund.
How do I go about returning an item?
Please package the item with as much of the original packaging to ensure its safe return and send it to the address ON THE PACKING SLIP. You are responsible for the cost of returning the item. Should the item prove to be faulty, then we will also refund your postage.
How long will it take to be refunded?
Please allow up to two weeks after you have returned an item for refunds to be processed.
SELLING WITH US
I am a maker (artist, maker, manufacturer) who fulfils the criteria as set out on your ABOUT page. How do I apply to sell on your marketplace?
In the first instance, please email firstname.lastname@example.org. Write in the subject heading in capitals ‘I AM A MAKER’ and provide your mobile details, a 50-word bio about yourself, your company and what you do with some photos that best illustrate your work so we can contact you for a preliminary chat. We will not review your application without photographs. You will need to provide images either by providing a website address where your photographs can easily be found or by providing a link to an online photo-sharing application. If you haven’t heard from us within a week (apologies), then please call 01424 777711.
We have high standards – the majority of the manufacturing process must occur in the British Isles. For example, if you are simply printing something that is made completely abroad, e.g. a tea towel cut and sewn in India, this does not fall within our definition. We are looking for quality items, the best of British made. We are particularly interested in items that are made with sustainable or recycled materials and social enterprises that fulfil our criteria.
What happens after that?
Once you are on board as one of our makers, we have exciting opportunities for you to exhibit your products offline, rewarding exposure to our loyal High Street following, all the help you need to sell your products with us online, and a wealth of marketing opportunities.
What happens if I have applied before?
Please do get back in touch with up to date information about products and updated photography.
Do photographs need to be taken by a professional photographer?
Your photographs do not need to be taken by a professional but please bear in mind that clear, well-lit photography maximises sales – images on black backgrounds or clothing or accessories on mannequins do not sell your products so well.