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.
Orders placed before 12:00 (GMT) we aim to ship that day.
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)
We only charge the ‘exact’ amount it costs us to send your items. Whilst we would love to offer free shipping to all, we simply cannot afford to with our business model. We do however have every faith in our products quality and there do offer free returns should you need to send items back to us.
UK Standard Service 3-5 Working Days (Free for all orders over £50) :
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 £100) : Order by 12:00 (GMT) to be dispatched the same working day.
Pick & packing : £1.50
Express delivery : £3.50
Total cost to you : £5
European Standard 5-7 Working Days Tracked : £12
European Express 1-2 Working Days Tracked (Fed Ex) : £22
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.
If no one is available at the delivery address to sign for the goods, FedEx or Royal Mail will leave a card with details for re-delivery and/or collection. Organising a redelivery is the responsibility of the customer.
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 28 days 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. Should you wish to size up or down, please contact us at firstname.lastname@example.org
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 email@example.com