Delivery and Returns Policy
Delivery
Our processing time is 1-5 days. We send all parcels with Standard 2nd Class Royal Mail unless you have upgraded to express. This will then be delivered within a further 3 days. Please note that orders under £20 will not be sent with a tracking number. Contact me if you have any problems regarding a lost parcel and I can follow up with Royal Mail.
You can upgrade to express, in which your item will be process and dispatched next day if ordered before 1pm and sent with 1st Class Royal Mail.
Standard delivery is free on all orders, with no minimum spend. Upgrade to express delivery for £2.95
Returns
We have a 14-day return policy on non-personalised items, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be non-personalised, in the same condition that you received it, unused and in its original packaging. You’ll also need a receipt or proof of purchase.
You are responsible for return postage costs and any loss in value if the product is not returned in its original condition and packaging. The item(s) is your responsibility until it reaches us. We would recommend that you send the parcel tracked, checking it insures the value of the goods, as we cannot be held responsible for items damaged or lost in the post. We would also suggest that you obtain proof of postage. In the unlikely event that an item(s) is lost on its journey back to us, proof of postage will be required for a refund to be issued.
To start a return, you can contact us at danielle@theosplayhouse.com with your name, order number, item(s) to return and reason for return. Please note that returns will need to be sent to the following address:
9 Duhallow Close, Guisborough, TS14 7PF
If your return is accepted, instructions will be emailed to you. Items sent back to us without first requesting a return will not be accepted and we cannot be held responsible for loss of funds for sending us the item.
Personalised items cannot be returned or exchanged.
You can always contact us with any return questions at danielle@theosplayhouse.com before starting your return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we’ve approved your return, and you have not yet received a refund, please contact us at danielle@theosplayhouse.com.
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must contact us within 30 days of receiving your order.
Please note - If your item has arrived with the incorrect spelling, dates, grammar or punctuation but is as typed when the order was placed by you, we will not issue a refund or exchange. It is your responsibly to ensure personalisation is correct.
