CORONAVIRUS/COVID 19 UPDATE 24th MARCH 2019
As a family run small business, we are trying to do our very best for both our customers and our own family wellbeing. Following on from the tighter restrictions introduced on the 23rd March, whilst online retail business is still permitted, we will continue to post orders and Block of the Month parcels, it is however sensible and the right thing to do, to reduce the number of visits that we make to both our workshop and to the Post Office. We would ask therefore, that you please allow extra time for your parcels full of loveliness to arrive. Rest assured, as soon as it is possible, normal service will resume. In the meanwhile, we wish you all good health and happy stitches. If you have any questions, please do not hesitate to contact us via email.
Sarah and Penny xo
What are your delivery charges and how will my order be sent?
For our UK deliveries:
- Orders under £99.99 are £3.50
- Orders over £100.00 we offer FREE delivery (*At point of sale only, sorry...does not include combined order totals)
We use Royal Mail 1st class post for all our deliveries, however for large, bulky or heavy orders, we use Parcel Force express48. We aim to post all items within 48 working hours, except for Weekends and Bank Holidays. However during peak times like Christmas and when we have special promotions, parcels may take a little longer. If you have any questions please do get in touch.
Royal Mail aim to deliver first class post between 1 to 3 days and express48 within 2 working days.
I don't live in the UK, will you post my order Overseas?
Absolutely, we frequently post our parcels full of loveliness all over the world! However, due to the current Coronavirus situation, we are only able to post overseas orders via Priority Mail
For Overseas Orders we charge a flat rate of postage HOWEVER should an Overseas order cost considerably less to post, we will refund any excesses over £1.00.
- Orders sent by Standard Airmail are £15 (We regret, this service temporarily unavailable)
- Orders sent by Priority Mail are £23
For International purchases sent by Standard Airmail, we are unable to track or estimate the delivery date...sorry! If you require your purchase to be given Priority handling, simply select the Priority Mail option at checkout and we will send you parcel by either International Tracked & Signed, International Signed or International Tracked depending on which service is available for your location.
Please note, Pretty Fabrics and Trims can not be held responsible if it does not arrive to its destination, although we can provide you with proof of postage.
Large Orders: Should an overseas order cost considerably more to post, we reserve the right to contact you and inform you of the higher postal charge. We will only proceed with your order once we have received confirmation from you that you would like to proceed.
Buyers are responsible for any tax/duty that is due upon receipt of the package. We can not also accept responsibilty for International orders that are held up in customs.
- Very occasionally we are unable to post to an International destination due to Sanctions, the postal service not being available or previous problems we have experienced. If this were to occur and then we would advise you at the earliest opportunity and provide you with a full refund.
Help..... my order has not arrived?
If your order doesn't arrive, please either email or call us and we will do all that we can to help.
In most cases when this happens, we have found that items are actually awaiting collection at your local Royal Mail sorting office. We would kindly ask that you make contact with them to see if this is the case. If parcels are not collected within a certain time frame (normally 1-2 weeks) then they are returned to us as 'not collected' (Sadly they can take up to 4 weeks to get back to us!) If they are returned, we will either offer either a refund (less postage / packaging costs) or to re-send (at cost to you).
If it appears that item has been mislaid, lost or delivered to an incorrect address, then we will file a claim through the Post Office on your behalf. There are certain timescales that we have to adhere to before we can submit a claim, for Royal Mail First Class this is currently 10 working days after the due date until a claim can be filed. For International parcels, this is 20 working days for items in Europe, after 25 working days for rest of world.
Once the claim has been investigated by the Post Office they will make contact with you and they will require a response. This will be their deciding factor as to whether a claim will be honoured.
As soon as a claim has been agreed we will either send a replacement or provide a full refund, which ever you would prefer.