Delivery & Returns

Delivery:

I send all my parcels out via Royal Mail tracked & signed for, or via a signed-for courier service, whichever is the most appropriate economically and practically. I usually despatch within 1-4 working days of receiving the order, but please bear in mind that all my products are handmade and I will keep you informed of any delay. Delivery is made 1-5 days after despatch, if you need an exact date, please contact me.

It is possible for your order to be sent to an address other than your billing address, for example, as a present or to a place of work. However, orders will not be successful if the billing address is not provided, or if that billing address does not match bank records.

It is your responsibility to provide the correct delivery address which includes postcode and loss because of an incorrect address is the customer’s responsibility. When your order leaves me for delivery, you will receive an e-mail reporting despatch details. Please notify me at primrosenorthrop@gmail.com within 28 days if your order has not arrived, after this time tracing a lost parcel or gaining compensation is the customer’s responsibility. If a signature is required, it is the responsibility of the customer to ensure that this can be obtained by the courier and therefore surcharges for re-delivery are the customer’s responsibility. If you are unsure that you will be available (on the date of delivery) please consider delivery to an office or business premises.

Primrose Northrop cannot be held liable for delays or failure in delivery due to causes beyond her control, for example, severe weather conditions, fire, industrial dispute, strike or labour disputes or theft from delivery vehicles, depots or sorting offices.

Shipping Methods

Small parcels are sent via Royal Mail, tracked & signed-for. Large parcels are sent via a signed-for courier service such as Parcelforce. I aim to dispatch within 1-4 working days of receiving the order. Delivery is usually made 1-5 working days after dispatch, if you need an exact date, or have any special requests regarding delivery please do not hesitate to contact me. 

Returns & Exchanges

In the unlikely event an item should arrive damaged or incorrect, or if there is a shortage, provided that you notify me within 7 working days of the receipt, I will do my best to resolve the situation with you.

You can return items you have ordered from me for any reason at any time, within 14 days of receipt, for a full refund or exchange. This is provided the item/items are received by me in an unused, undamaged condition. The customer will be responsible for the cost of returning goods. Please note that I will ask you to kindly take and e-mail an image of the damaged items, so that I can then proceed with a claim against a courier or post office. I regret that postage and packing costs for unwanted items cannot be refunded.