PAYMENTS & DELIVERY

PAYMENTS

When a purchase is made online, payment is taken at the time you place the order. If for any reason the order is cancelled or cannot be dispatched we will refund you as soon as possible and no later than 14 working days after you placed the order.

If you are placing a special order we will generate a custom invoice outside of the online system and payment will be taken once your order is ready for dispatch.

We currently accept Paypal (our preferred option), ApplePay and we use a secure system named Stripe to accept online payments via debit or credit card.

We do not currently charge VAT on items purchased within the UK.

If your delivery address is outside the UK, you may be required to pay import duties and taxes when your order reaches your country. These and any additional charges for customs clearance are your responsibility.

All transactions are conducted in UK English.

DELIVERY WITHIN THE UK (STANDARD SIZE & WEIGHT PARCELS)

We will always aim to pack and post your goods as swiftly as possible, ideally within a maximum of two working days. If there are any significant delays that we know about we will aim to keep you informed by email.

Because the size and weight of Dormouse Wood products vary widely, shipping costs are based on how much your total order weighs and the volume of the package. You will see shipping costs displayed as soon as you click to begin the checkout process.

If your online basket totals more than 30kg you will see a flat rate postage fee added at checkout. If this occurs we will contact you by email before processing your order, letting you know the actual shipping costs and whether your order needs to be subdivided into more than one parcel. Depending on your order this could mean that we will give you a partial refund of the flat fee shipping costs taken at checkout. Alternatively, if the actual shipping costs are more than the flat rate maximum we will let you know the amount due. You can then decide whether to pay the additional postage, or cancel the order before shipping. In which case we will refund you the full amount you have paid, within 14 working days.

We may use different carriers depending on the nature of the package e.g weight.

For long or over-sized items e.g. hazel staves, please see below. as these may need to be sent via specialist carrier.

DELIVERY WITHIN THE UK (LONG / OVERSIZED PARCELS)

Parcels longer than 100/120cm or with larger than standard dimensions, are more costly to ship and may require a specialist courier. Hazel staves, which are currently our longest item, have the shipping costs shown within the product listing. For all other items, simply add your chosen item(s) to the basket and click to begin checkout - the total postage cost will be displayed.

Long or oversized parcels may be shipped separately from any other items in your order. This cost is integrated into the postage cost you see at checkout. If any postage difficulties arise due to the combination of items in your order we will contact you by email to agree a mutually acceptable solution.

SPECIAL UK AREAS

Special UK Areas are Channel Islands, Northern Ireland, Scottish Highlands, Islands & Isle of Man. There may be surcharges on deliveries to these areas imposed by our couriers. Special UK Areas are defined as the following postcode areas: AB36-38, AB55-56, BT, FK17-21, GY, HS, IM, IV1-56, IV63, JE, KA27-28, KW0-17, PA20-49, PA60-78, PH19-26, PH30-44, PH49-50, TR21-25, ZE

Extended UK Areas are those where our couriers cannot offer enhanced services such as Express delivery. The delivery charges to these areas are the same as a standard UK area. Extended UK Areas are defined as the following postcode areas: AB31-35, AB41-54, G83, PA50-59, PH15-18, PH27-29, PH45-48, PH51-99

If your order is being delivered to one of the Special UK and Extended UK Areas, we will email shortly after you place an online order to finalise postage costs and details. Alternatively, please email hello@dormousewood.co.uk with your order. This will enable us to provide information on shipping in advance..

DELIVERIES OUTSIDE THE UK

For deliveries outside the UK please email us at hello@dormousewood.co.uk, letting us know which items you would like to order and your address. We will then provide a quote for shipping.

Please be aware that due to local import restrictions there are some countries, such as New Zealand and Australia, to which we are unable to ship.

DELIVERY REQUESTS

If you have any special requests for delivery (e.g. leave with neighbour) then please add them in the Additional Information field at checkout and we will add a note to your parcel. However, if this is not acted upon by the delivery agent we are not responsible. If the request, in our opinion, creates a risk of loss or damage to the parcel we will not add it.

OUR PACKAGING

We are committed to operating as sustainably as possible so sim to ship items in recycled packaging. For odd sized parcels we may create our own packaging carton rather than using an excessively large box (this also helps keep shipping costs down). The result is that your parcel may look a little home made and will not be Dormouse Wood branded on the outside.

If an item is a gift please indicate this at the checkout stage and we will aim to make your parcel look special when opened. Where we use new materials for packaging we try to ensure they are both environmentally friendly and can be re-purposed, rather than being single use.

Much as it is tempting to have all our packaging branded so it looks really beautiful, we feel it is more important to be as environmentally friendly as possible. We hope you agree.