Q. When will my order be dispatched?
A. We offer same day dispatch on all orders paid for by 3PM Mon-Fri (Excludes bank holidays and possible Royal Mail strike days). Any orders paid for after 3PM will be dispatched on the next working day.
Q. When will my order arrive?
A. This is dependent on the shipping service you choose when placing your order. Our free shipping option is sent via Royal Mail Tracked 48 which typically arrives within 2 - 3 working days of dispatch. We also offer Royal Mail Tracked 24 for a charge which will typically arrive within 1 - 2 working days.
* This is the usual delivery estimate from Royal Mail however this may differ during high usage or strike times. *
Q. Can I change my address after I have placed an order?
A. As we use Royal Mail software which automatically produces your postage label from your payment details, we are unable to change this after purchase. If you have placed an order with the wrong address please email (using the contact us form or directly 'email@example.com') us ASAP. We will then cancel and refund your order, so that you can re-order with the correct address/postage details.
Q. Do you ship internationally?
A. Unfortunately we are unable to offer this at this time. At this time we only ship to addresses in the UK.
Q. I have not received my order.
A. If the estimated delivery window has passed and you have not received your order, please email us using the Contact Us form or directly (via 'firstname.lastname@example.org') Please make sure you include your order number and a valid email address when filling out the form, this will make it easier for us to find your order details and the right information to assist you as quickly as we can.
Q. Can I track my order?
A. If a trackable postage service was chosen you will see the tracking number on your 'My Account' page under your orders OR in the email you receive when your order is shipped. * Please note tracking information will not be valid until it is scanned by Royal Mail which won't typically occur until after 4PM *
Q. Can I cancel my order?
A. Should you need to cancel your order please use the Contact Us form or email directly (via 'email@example.com'). We dispatch orders throughout the day, if we are able to cancel it we will do so. If the order has already been shipped we do offer 30-day returns.
Q. Can I return an unwanted item?
A. We want you to be satisfied with your purchase, however if you're not you can return any item within 30 days of delivery for a full refund or an exchange. Please see our Returns page for full details.
Q. I have received a damaged/faulty item.
A. We are sorry to hear this. Please use the Contact Us form or email us directly (via 'firstname.lastname@example.org'). Please make sure to include your order number.
Q. When receiving my item I have noticed it is open.
A. Due to the way that some of our stock is sent to us we routinely open products to check them for damages and cosmetic defects before sending them to customers. This is to insure the quality of our stock and to insure that any items we send are not damaged or defective before being sent.This is part of our retailer agreement with Enesco and also helps to reduce the chance of a buyer receiving a damaged item. This is done with all Enesco stock which includes but is not limited to - Disney Traditions, Britto, Enchanting, Showcase, Department 56, Copa Gin, Possible Dreams, Willow Tree & Heartwood Creak. For this reason any tape and or polystyrene around a figurine may be cut when you receive it.
Please check your order when you receive it and let us know if any issues. Every order is insured for damage, however we must be notified of any issue within 30 days of receipt.
Q. My Question isn't listed here.
A. Please use the Contact Us form or email us directly (via 'email@example.com') and we will do our best to assist you.