© 2019 by Emilie Roe at Roe Cottage

SHIPPING POLICY

We currently only ship to the United Kingdom. This is because our products might not conform to some EU standards for retail in Europe.  If ordering a pre-made item in stock, they are usually dispatched within 3-5 working days, by Second Class Recorded.  We choose Second Class in order to keep the costs down for you. However, if you would like First Class then please contact us before ordering and we can give you a one-off postage quote.  Items will not be dispatched until full payment has been made. 

Thank you for shopping at Roe Cottage.  I aim for you to be 100% satisfied with the items that you order.  However, if you are not, I am here to help. 
Firstly I'd like to make it clear that my items are handmade and as such each item is unique.  The colours on a computer screen may appear slightly different from the actual colour of the yarns used.  Every effort is make to provide you with the most accurate description possible so that you can order with confidence. 

 

Automatic refund and/or exchange

We will automatically accept returns for items that have been received damaged (photo evidence of damage is required) or if you have received the wrong item.  You will be sent payment via paypal to cover the costs of returning the items to us and sending you a new item.  We will only send you the money to cover the cost of returning the items once we have received them, as the postage stamp will confirm how much postage was paid by you. 

 

Conditional refund and/or exchange
If you feel that your item is not as described or you have changed your mind, please contact us first to see what we can do to help.  Returns for these reasons, however, may not be accepted.  You are responsible for the cost of returning any items to us and the secondary postage costs of sending you the new items. 

You have 21 days from the date of receiving the item to return it to us for a refund/exchange.  The item must be received new (unless being returned for 'received damaged' reasons), unused, and as you received it.  The items will be inspected upon receipt and if approved you will be contacted to arrange a refund. 

 

Excluded from any refund and/or exchange

Custom made orders are excluded from any return policy unless they have been received damaged. Every effort is taken to provide you with progress pictures or reports of your order to make sure that you are happy with the item before it is sent out to you.  As the items are made to your specifications it is unlikely that they can be resold. We, therefore, do not accept returns for these orders. 
However, if you have received the item damaged, please contact us and provide pictures to show the damage. You may be requested to send the item back to us, at your own expense, to be inspected before a refund decision will be made. 

If you have any questions please do not hesitate to contact us.
 


 

RETURN & EXCHANGE POLICY