Delivery and Returns

What to expect when you order from us?

Firstly, thank you for considering ordering from us! That makes us happy and we want you to experience the best possible service so this is what you can expect. When placing an order you will receive an email confirmation with your order details and if you need to change something, please contact us as soon as you can. While you wait, our small team will begin making your order in our countryside studio. We aim to make your order within 1-2 working days and when it is ready, we will send you an email so you know its on its way. We will always do our utmost to ensure your order reaches you within the stated delivery times, however please note there are rare occasions where factors outside our control can affect delivery, such as Royal Mail delays.

If you suspect a lost delivery, please contact us quoting your order number and we will look into it for you. Please note if your order doesn’t fit through the letterbox and there is no one in to receive it, the Royal Mail should leave you a calling card letting you know that a delivery has been attempted and how to rearrange delivery or collect your item.

If you have any questions about delivery before or after ordering please do get in touch with us on 01273 495952 and we will gladly help.

Delivery Information

We know you want your parcel as quickly as possible so we ship worldwide from our countryside Sussex based studio. Below is an overview of our delivery costs & timeframes so you know what to expect.

UK Delivery
Standard Delivery
Standard delivery is by Royal Mail 24 (the business equivalent of first class post) and generally takes 1-3 days for all items, unless indicated on the product page. This includes the amount of time it takes us to lovingly make and dispatch your order plus the delivery time with the Royal Mail. The delivery cost is by size of item to ensure the best value:

Small Large Next Day Delivery
95p £2.75 £6.95

All of our delivery prices include both postage and packaging. For orders with multiple different items, the larger item will determine the postage cost so you only ever pay one charge (as long as all your items are being delivered to the same address).


Please note all delivery times stated are for orders placed by 1pm Monday – Friday (excluding public holidays in England).

Express Delivery

Express Next Day Delivery costs £6.95 and is available on most of our items (including personalised orders) placed by 1pm Monday – Thursday (excluding public holidays for England). Delivery is by the Royal Mail and is guaranteed by 1pm next day.

Express Saturday Delivery costs £10.95 for those orders placed before 1pm on Friday (excluding public holidays in England) and is delivered by the Royal Mail.
If you have any specific delivery requirements, please call us on 01273 495952 and we will do our best to help.

Delivery to non mainland UK (including the Highlands & Islands of Scotland, Northern Ireland and other offshore UK islands) costs the same as mainland UK delivery, but you should allow an additional 2-3 days for your order to arrive. Express delivery is available to non-mainland UK addresses and is available through the Next day delivery service with the Royal Mail.

International Delivery

International Delivery is by Royal Mail Standard International post and generally takes 5-8 days to Europe and 10-14 days to the Rest of the World for all items, unless indicated on the product page. This includes the amount of time it takes us to lovingly make and dispatch your order plus the time it takes to reach you. The delivery cost is by size of item and region:

 Service

Europe Australia, USA & Canada Rest of the World
Standard £7.50 £10.50 N/A
Tracked £10.00 £22.50 N/A
Express £15.00 £35.00 £35.00

All of our delivery prices include both postage and packaging. For orders with multiple different items, the larger item will determine the postage cost so you only ever pay one delivery charge (as long as all your items are being delivered to the same address).

Please note all delivery times stated are for orders placed by 1pm Monday – Friday (excluding public holidays in England). Royal Mail Standard International post does not have a tracking number.

Returns

We very much hope that you will be delighted with you order from us as we want you to love your product as much as we do. However, ordering from the internet can be tricky so you do have 14 days from receipt of cancellable goods (defined as non-personalised) to contact us if you wish to cancel your order or exchange an item. You can do this via email at info@owlandotter.co.uk

After contacting us, you must return goods in an unused state complete with any packaging and we will refund you the amount paid for your order. Our returns address is: The Owl & Otter, Unit E4, Blacklands Farm, Henfield, West Sussex, BN5 9AT, UK. The cost of the return is your responsibility, except if the item is faulty. We cannot be held responsible for packages lost in transit so we recommend sending any returns by a tracked delivery service.

Please note product(s) that are personalised or custom-made to your requirements cannot be returned or refunded unless faulty.