Shipping & Returns
We try to make buying with us as simple and as transparent as possible and are here to reassure and answer any questions you may have prior or post purchase.
All orders placed by 12pm (GMT) Monday - Friday will be processed and shipped the same day. Orders places after 12pm will be processed the following day.
e.g. If an order is placed at 1:30pm on Tuesday with 1-2 day shipping, it will be classed as a Wednesday order and 1-2 days will start from Wednesday.
All orders placed after 12pm on Friday, including all weekend orders, will not be processed until Monday.
We currently only ship within the UK and these EU countries : Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden & Switzerland.
We do not currently ship to the ROW or the US.
UNITED KINGDOM (UK)
UK Standard Service 3-5 Working Days (Free for all orders over £100) :
Pick & packing : £1.50
Royal Mail rate : £2.45
Total cost to you : £3.95
UK 1-2 Working Days (Free for all orders over £200) : Order by 12:00 (GMT) for same day dispatch.
Pick & packing : £1.50
Express delivery : £3.50
Total cost to you : £5
European Standard 7-10 Working Days Tracked : £14
European DHL Express 1-2 Working Days Tracked : Calculated at checkout according to weight.
Orders are despatched Monday to Friday and delivered on working days.
Delivery times to addresses outside the UK are not guaranteed.
Tracked deliveries require a signature and standard deliveries do not.
We do not currently offer a tracked option for UK deliveries - if you would like to request tracking on your parcel, please contact email@example.com for this to be arranged.
It is the full responsibility of the customer to provide the correct shipping address - once you have placed your order, please contact firstname.lastname@example.org within 10 minutes if you need to change the delivery address. After this time we will use the original address provided. We are not liable for any wrong addresses provided and if you are unable to receive your parcel.
Once the goods have been shipped and a delivery attempt made, they are the full responsibility of the customer.
If no one is available at the delivery address to sign for the goods, DHL or Royal Mail will leave a card with details for re-delivery and/or collection. Organising a redelivery is the responsibility of the customer.
The Cotton Story do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location you deem as a “safe place” such as in the shed, garage or with a neighbour, we cannot accept responsibility, if you fail to receive your parcel.
We do not deliver to P.O. Box, BFPO or freight forwarding addresses.
Depending on the policy of non-UK banks in some cases we are only able to deliver to your debit/ credit card billing address.
You have 1 month to make a return.
Please return the items in their original packaging, package the items securely and ensure our returns form is included inside.You will need to obtain a proof of postage receipt when you return your items to us. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
Please note, all unwanted items need to be returned in pristine condition with all tags intact.
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
• If we sent you the wrong item
• If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We do offer exchanges, but only for the same item but in a different colour or size. Should you wish to return one product and exchange it for a different style, you will have to place a new order and your returned item will be refunded to you. Should you wish to size up or down, please contact us at email@example.com. We do not currently offer exchanges for any orders outside of the UK.
THE COTTON STORY COMMITMENT
We despatch goods as quickly as possible. The goods will be packaged securely and labelled clearly. If any item you have chosen is not available we aim to contact you via your e-mail address or via telephone within 1 working day of receiving your order.
If you have any feedback about the service you have received please email us at firstname.lastname@example.org