Delivery and Returns
*** COVID-19 UPDATE***
At the moment we are staying open as all online businesses are being encouraged to keep going. The Royal Mail are still collecting our parcels and these are still being delivered to our customers but they are experiencing delays. All orders placed with Next Day delivery are no longer guaranteed to arrive by 1pm due to staff sickness & shortage. We're working tirelessly to ensure that we ship all orders within 1-2 business days to make up for any potential delays. International orders are subject to individual country delivery times. We would advise that you check out your local delivery service for updates.
While we may not be an essential service, we are a small business who are trying to spread a little happiness during this difficult time. We are a lovely team of 6 who are trying to make sense of this crazy time and help you remain connected to your loved ones & family. We have a reduced team in the studio and we are practicing social distancing to ensure everyone remains safe.
We ask for your understanding and patience during this challenging time. If you have any questions, please don't hesitate to drop us a call or email.
Best wishes from the team, Rachael, Anthony, Jen, Lauren, Louise, Kerry & Odie xx
What to expect when you order from us?
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.
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.
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|
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 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 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:
|Europe||Australia, USA & Canada||Rest of the World|
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.
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 email@example.com
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.