Covid-19 / Brexit Notices
We'd like to Thank all of our lovely customers for your continued patience and support during the chaos we are all facing at the moment caused by a combination of Covid-19 issues and delays on shipping related to Brexit.
In the spirit of transparency, we would like to issue this statement to be clear about what you can expect from us and how you can continue to support our little business during this difficult time.
Store Opening Times
As standard when we are not in a Lockdown or restricted Tier situation our store opening times for in store shopping and Click & Collect orders are as follows:
Wednesday - 10am-5pm
Thursday - 10am-5pm
Friday - 10am-5pm
Saturday - 10am-5pm
Sunday - 10am-5pm
When we are in a Lockdown or Tiered Restriction situation then our store has to remain closed to the public by law. However, we are able to open on restricted hours to allow customers to pick up Click and Collect orders placed online. Our opening hours for Click and Collect orders during these periods are Tuesdays, Wednesdays and Thursdays between 3-6pm. Please not that we are unable to allow customers in store and collections will be contactless and take place at the door. We will require your name and order number at the time of pick-up.
Due to the ever changing restrictions posed by the Covid-19 pandemic our opening times at the store are subject to change and there may be delays in terms of shipping. This is because we have had to reduce our team dramatically, often times it will be just myself (Bekka) dealing with all aspects of the business including customer enquiries, processing, packaging and shipping orders. We personally take all of our parcels to the post office to be shipped out a couple of times a week and any delays at Royal Mail also affect our customers too.
That being said, we haven't experienced many severe delays as of yet and your patience is so appreciated whilst we navigate this situation. Please also note that Royal Mail delays can occur as well as delays due to our reduced staffing situation and this can contribute to your order taking al little longer than usual. We are currently experiencing a turnaround time of 2-7 working days on most of our orders.
Although rare, we have encountered the odd stock inventory error on our website due to Brexit related delays affecting when we receive certain stock orders from our suppliers, therefore on the odd occasion we may have to issue a refund or there may be a delay on certain items when purchased online. However we will always contact you when this happens to see if you would be happy to wait for the items to become available and will provide you with an approximate waiting time or offer you a refund/exchange.
We value personal and quality customer service and aim to offer a fair and efficient returns process to all of our customers. As we are a very small business with limited stock available in each style please be aware that we are unable to match the returns policies of bigger high street companies, however we have worked hard to ensure our policies are fair and equal for everyone
Our General Returns Policy Summary
- Unwanted items bought online for shipping must be returned within 14 days of the date shown on the dispatch note.
- Returned items must be unworn, unwashed and in their original condition.
- Swimwear and underwear, plus earrings cannot be returned for health and hygiene reasons.
- Shoes must be tried on indoors.
- Items must have all original tags attached and untampered with.
- Sale and discounted items bought in store (including click & collect orders) are non-returnable*
- Earrings, swimwear, Hair Accessories and Masks are non-returnable due to reasons of hygiene.
- In the unlikely event that you receive an incorrect/faulty item please email us at firstname.lastname@example.org with details and we will assist accordingly.
*Click & Collect Covid-19 Notice:
Tier 3 and Below Click & Collect Returns:
We now have a screened off area in store to try on clothing before buying / taking items home after ordering online for in store pick up. This is to give customers opportunity to be sure any non-returnable items are suitable before taking them home. Refunds for unsuitable sale/discounted items bought online for in store pick up whilst the store is open will be issued at the time of collection.
Tier 4 and Lockdown Click & Collect Returns:
When we are unable to allow customers in store in a Lockdown/Tier 4 situation, we have amended our policy within this time to allow any unwanted items including discounted and sale items, to be returned within 14 Days of purchase.
For further instructions on how to return an item to us please head to our Returns Information Page HERE.