This page sets out how orders are dispatched and how returns are handled.
Dispatch
[Client to confirm the dispatch window, the carriers used and the destinations served.]
Shipping costs and thresholds
[Client to confirm shipping rates and any free-shipping threshold. These must match the rates configured in the store’s WooCommerce shipping settings.]
Returns
[Client to confirm the returns window and the condition items must be returned in.] Unwashed and unused items in their original packaging can be returned. Once a towel has been through a wash it cannot be resold, so washed items are outside any returns policy. This is worth stating plainly rather than leaving customers to discover it.
Items excluded from returns
[Client to confirm whether face cloths and other items sold in sealed sets are excluded on hygiene grounds, and check that the wording matches the applicable consumer law.]
Damaged or incorrect items
If an item arrives damaged or is not what you ordered, email us with the order number and a photograph and we will arrange a replacement or a refund. Do not wash it first.
A note on colour and size
Screens render colour differently and cotton is dyed in lots, so a reorder can differ slightly from the set you already own. Finished sizes on this site are given after the first wash; a small variation between individual pieces is normal in woven cotton.
Refund timing
[Client to confirm how long refunds take to appear once processed.]