Shipping, returns and pricing
Standard shipping within the UK is free, by Royal Mail 48 hour tracked and signed for delivery. Compensation: up to £50.00
Other shipping is chargeable:
Royal Mail 24 hour tracked and signed for: £5.55.
Royal Mail Special Delivery Guaranteed by 1pm® with Saturday Guarantee: £12.18 and offers up to £500.00 compensation.
International shipping tracked and signed for: £15.95. Compensation up to £50.00. Can be increased to £250.00 for an additional £2.50 charge
Please allow a lead time of six weeks from placing a specification or custom order. It may be possible to fulfil an order in less time but this is not guaranteed. Stock orders will be dispatched within 5 working days. In every case we will advise you when your order has been shipped.
If you require a specification or custom order to be manufactured urgently, we may be able to help but it will attract an extra charge of 50% of the goods order.
Please email us if your order hasn’t arrived when expected.
Security of Credit Card Payment Options
This site uses a secure third-party payment management service. However, the security of information and payments transmitted via the internet cannot be guaranteed. Any losses incurred or sustained by users who transmit information by means of email or another internet link shall be borne solely and exclusively by such user, and in no event shall any such losses in whole or part be borne by Dormouse Dreams.
Responsibility for Local Taxes and Duties
We do not charge VAT at the present time. if we do start to charge VAT, this will be clearly notified here and in the pricing information.
If you are outside the UK, please contact us by email.
When we ship orders for delivery outside the UK, the recipient is liable for any local taxes or import duties that may be payable. Dormouse Dreams can take no responsibility for this, and if the orders are returned due to unpaid tax, the costs will not be refunded as the sale has been completed. The goods can be re-dispatched with a further charge for dispatch at the customer’s request.
We recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your online order.
Returns:
You may return an item without any reason for a full refund irrespective of whether an item is defective or not, within 14 days after receipt.
Returns are accepted for genuinely faulty items. Please contact us by email within five working days of receiving your order in the first instance with a photo of the item showing the problem, along with a proof of purchase. If a defect is found within the first 30 days after delivery, you can return the item for a full refund, or replacement if preferred.
For stock items, you have a right to a full refund less shipping charges if you change your mind for any reason, only if the goods are returned to us at your expense within 14 days from delivery. We recommend you use a tracked service for returns. Please retain your proof of postage until we confirm by email that your goods have arrived. Damaged or lost items cannot be refunded or replaced.
Please note that in all cases, actual colours may vary from our images as you view them. This is due to variations in colour rendering on device screens and monitors and is outside of our control. We aim to ensure that our photography is true representation of colour. You can return an item if you’re not happy with differences you perceive between the website and the item. All sizes are clearly detailed in the product information.
We don’t accept returns for bespoke custom items made to your special specification, or for earrings (for hygiene reasons) but will take great care to ensure we make what you want before starting manufacture. We’ll contact you personally by email or phone and this may happen several times during the process to make sure we’re providing you with the best possible service.
Pricing
We aim to provide accurate details, descriptions, and prices. However, errors can occur. If we find the price of goods you have ordered is incorrect, we’ll let you as soon as we realise. We’ll then offer you a choice of reconfirming your order at the correct price, or cancelling your order.
· If we can’t contact you, we’ll treat the order as cancelled.
· If you cancel but you’ve already paid for the goods, we’ll refund you in full.
· We don’t charge VAT at present.
· Delivery charges as listed above will be included in the final cost where applicable.