Shipping & Returns
Here are few things that should help…
SHIPPING
What is your delivery method?
We use Royal Mail. You have the choice of Royal Mail Tracked 48 for £3.50 or Tracked 24 for £6.00. Both services are fully trackable and you’ll be sent a tracking number and link. If you want your parcel quickly, we recommend Tracked 24, as these leave our warehouse the same day. We’re looking into how we can reduce that cost, so stick with us while we do. We DO offer Free Shipping on orders over £35.00! Hooray!. Please contact us before you place your order if you need your delivery by a certain date. We’ll do our best to help.
Where is my order?
Uh-oh! We include tracking information on all our shipping confirmation emails, so click that to check your parcel’s journey, before you contact us (heads up: Royal Mail 48 won’t show tracking until they try to deliver your parcel). If it says ‘delivered’, but you can’t find it, check your safe places and check with your local post office (and your neighbours, who might have it…). If your package is still AWOL, email us and we’ll be happy to do what we can to find it. Please note, if the delay to your Royal Mail delivery is caused by issues beyond our control – industrial action, severe weather conditions – we might not be able to work miracles.
Do you deliver Internationally?
Yes, we’re now shipping to the EU and US from our website. Australia, Canada and other international orders for our skincare and some of our best-selling products can be made through our friends at Victoria Health. UK VAT will be deducted from your order once it’s shipped. Please note that international customers are responsible for Import Duty/Tax in their respective countries. We are unable to advise what these costs will be, so please check with your local customs office for more information.
If you’re interested in other parts of our range, not stocked by Victoria Health, please email us.
Do you send out orders every day?
Yes, Monday to Friday (but not on Bank Holidays). We are a small company, so we will do our best to get your order out asap. Once your payment is processed, you can expect your parcel within 3-5 working days (or sooner if you choose First Class).
What shipping materials do you use?
We ship plastic free using recycled and recyclable materials. Our mailer boxes look pretty cute, too, and are designed to be customised by customers (tongue-twister!). We reuse shipping boxes and materials whenever possible.
RETURNS
What is your return and exchange policy?
We hope that you love our products. But, if you’re not happy, you can return your order any time up to and including 7 days from the date of delivery. Contact [email protected], give us the reason for your return and we’ll give you returns info and a return address. Please make sure the products are unopened, in their original packaging and in a re-sellable condition.
Because we are small, we don’t offer free returns, so you will have to arrange and pay for postage.
We recommend returning them in their mailer box to keep them protected and using a secure delivery method with proof of postage. When we receive the items, we will issue a refund, where appropriate. We want you to have a happy Spots & Stripes experience. So, if you are unsatisfied in any way, or experience a reaction to one of our products, please contact us at [email protected] and we’ll find a solution.
