Delivery & Returns

Standard Delivery:

We aim to dispatch all orders within 2 working days.

Express Delivery:

To qualify for this, your order must be placed before 1pm Mon – Thursday and ALL of the items in your order must be available for express delivery. Qualifying orders will be dispatched on the same day the order is placed.

At present, we do not have the ability to deliver over the weekend or public holidays and as such orders that have been requested for express delivery will NOT be delivered on these days and will arrive on the next working day.

Express orders placed on a Friday or over the weekend will be despatched the following Monday.

For international delivery please contact us for a postage quote.

Click & Collect:

FREE Monday – Saturday 10am to 5pm from our Poundbury Shop.

For your order to be eligible for Click & Collect, ALL of the items in your basket must be available in stock.

When you have completed your order, we will begin working on your order and you will notified as soon as your items are available to collect. Please allow us up to 2 working days for collection.

Other Information:

We deliver to most postal areas in the UK and Northern Ireland, but we’re sorry that geographical location and carrier availability can restrict our service. We may not always be able to deliver certain products to Northern Ireland, the Channel Islands, Isles of Scilly and Isle of Man.

Unfortunately we cannot currently deliver to BFPO addresses.

We use several different couriers for our deliveries:- DPD / Royal Mail /Parcelforce and Hermes. All parcels are sent by a tracked service.

We are only able to deliver during the working week, i.e. Monday to Friday from 0730 – 1900. We are unable to guarantee delivery on Saturdays (unless you contact us for a quote for Special Delivery) and we are not able to deliver on Sundays and public holidays.

If our attempts to deliver are unsuccessful, i.e. there is no-one at home, our courier will leave a card at the delivery address with instructions for re-delivery.

It’s our policy to recycle and re-use packaging materials as much as possible in order to minimise our impact on the environment.

If you have any further questions, please call us on 01305 265261 or alternatively email us at

Returns & Exchanges

Change or Cancel an Order:

If you need to change details of your delivery address, remove or change items from your order or cancel it completely, please call us for advice. Please be ready to quote your order number and order date. If your order’s status is still “Processing” (check your account for updates), we should be able to change it, but if it’s “Shipped” we may have to look at returning or exchanging the item as it’s probably already winging its way to you. See our Returns procedure below.

Track your Order:

You will be sent tracking information by email once your parcel is en route

Your Purchase History:

To find out more information on your past orders, please sign in to your account.

Missing, Incomplete or Damaged Orders:

If your order hasn’t arrived, or arrives incomplete, first of all please view your order online. If your order has been dispatched but hasn’t arrived within the expected time period, please email

If your order arrives and the goods are damaged, please inform us immediately (within 48 hours of receipt) and follow our Returns procedure – see below.

Returns Procedure:

Returns via Royal Mail or courier

If you have any other queries, please email or call us on 01305 265261.

Refund Policy:

We want you to be happy with your purchase. If you’re not, just return the product to us following the instructions above, and we’ll exchange or refund it.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 days of receipt.This includes any shipping charges you have incurred, and we would expect the item to be returned immediately (within 7 days). If you have a change of heart about your purchase AFTER 7 days, or if you take a long time to return an item, you can still receive a refund if you inform us within 14 days of your intention to return the goods, and then return them within 14 days of informing us, though we won’t refund the shipping charge in this case. If your item(s) is faulty or the wrong product, you can receive a full refund, including shipping costs to and from your address, as long as it’s returned in a saleable condition within 30 days of receipt. Refunds will be processed within 5 days of receipt of returned items.


Condition of Returns:

It’s very important that returned items are in the same brand new condition in which they were originally supplied to you, so please take care of them and keep all packaging. All items and tags must be fully intact to qualify for a refund.

Cath Kidston Orla Kiely Jellycat Frugi Toby Tiger Heyland and Whittle Sophie Allport


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