Delivery & Returns

Delivery:

I send all my parcels out via Royal Mail tracked & signed for, or via a signed-for courier service, whichever is the most appropriate economically and practically. I usually despatch within 1-4 working days of receiving the order, but please bear in mind that all my products are handmade and I will keep you informed of any delay. Delivery is made 1-5 days after despatch, if you need an exact date, please contact me.

It is possible for your order to be sent to an address other than your billing address, for example, as a present or to a place of work. However, orders will not be successful if the billing address is not provided, or if that billing address does not match bank records.

It is your responsibility to provide the correct delivery address which includes postcode and loss because of an incorrect address is the customer’s responsibility. When your order leaves me for delivery, you will receive an e-mail reporting despatch details. Please notify me at primrosenorthrop@gmail.com within 28 days if your order has not arrived, after this time tracing a lost parcel or gaining compensation is the customer’s responsibility. If a signature is required, it is the responsibility of the customer to ensure that this can be obtained by the courier and therefore surcharges for re-delivery are the customer’s responsibility. If you are unsure that you will be available (on the date of delivery) please consider delivery to an office or business premises.

Primrose Northrop cannot be held liable for delays or failure in delivery due to causes beyond her control, for example, severe weather conditions, fire, industrial dispute, strike or labour disputes or theft from delivery vehicles, depots or sorting offices.

Shipping Methods

Small parcels are sent via Royal Mail, tracked & signed-for. Large parcels are sent via a signed-for courier service such as Parcelforce. I aim to dispatch within 1-4 working days of receiving the order. Delivery is usually made 1-5 working days after dispatch, if you need an exact date, or have any special requests regarding delivery please do not hesitate to contact me. 

Returns & Exchanges

In the unlikely event an item should arrive damaged or incorrect, or if there is a shortage, provided that you notify me within 7 working days of the receipt, I will do my best to resolve the situation with you.

You can return items you have ordered from me for any reason at any time, within 14 days of receipt, for a full refund or exchange. This is provided the item/items are received by me in an unused, undamaged condition. The customer will be responsible for the cost of returning goods. Please note that I will ask you to kindly take and e-mail an image of the damaged items, so that I can then proceed with a claim against a courier or post office. I regret that postage and packing costs for unwanted items cannot be refunded.

Terms & Conditions

Placing an Order:

You are deemed to have placed an order once you have completed the online checkout process. You will receive an order confirmation via e-mail which will give the details of the items you have ordered.

I aim to keep all my products in stock, however if there is to be a delay you will be kept informed of progress.

Acceptance of an order is not automatic, this acceptance is made on despatch of an order and, regrettably there are instances when I will refuse an order, for example, if:

  • items are not available – this may be for a technical reason, illness or because of a creative decision

  • when I cannot obtain authorisation for payment

  • if there has been a pricing or descriptive error

  • if the order is to be delivered outside of the United Kingdom or to a PO Box

Please note that deliveries outside of the UK will be assessed for feasibility, wherever possible such orders will be fulfilled.

Handmade Items:

Every single item I sell is carefully inspected before it is packed. All items I offer are handmade and thus may vary slightly in form, colour or material; these variations are part and parcel of a handmade object and are not faults. No claim arising from slight variation will be processed, however your statutory rights are unaffected.

Order Cancellations:

You have the legal right to cancel your order within 7 working days of receiving the order, excluding personalised items made to your specification. If you wish to cancel and order please notify me by e-mail to primrosenorthrop@gmail.com before the order is dispatched, or, if you have already received the order, please return it in accordance with the “Returns and Exchanges” (Please find full details on the Shipping and Returns page of this website).

Trade Orders:

This is a retail website, if you are a retail outlet or distributor please at primrosenorthrop@gmail.com for my business terms and conditions, or any other information you may require.

Privacy Policy - News and updates, emails and newsletters

You may have at some point filled out a form requesting to be kept up to date with my news and events. I will not sell, distribute or lease your personal information to third parties without your permission. If you have previously agreed to me using your personal information for direct marketing purposes, you may change your mind at any time by contacting me at: primrosenorthrop@gmail.com