I haven't received a confirmation order email?
Please can you check your junk mail folder in the first instance in case your order confirmation email has landed in there. If you are concerned that you have not received any notification please contact us on firstname.lastname@example.org.
My signed-for item has not arrived
(Updated Friday 17th April 2020)
We use Royal Mail's Signed For service for all small parcels where possible (First Class 1-2 working days, Second Class 2-3 working days) and have always found this to be a reliable and timely service. We review Royal Mail service updates regularly to identify any issues with parcel delivery timescales.
During the current situation with the lockdown due to Coronavirus we are aware that Royal Mail are experiencing some disruption to their services resulting in delays to mail delivery timescales from staff shortages due to coronavirus and increased mail volumes as the whole of the UK is more reliant upon mail order whilst in isolation and following social distancing rules. Royal Mail are working extremely hard to meet demand however we cannot guarantee items will be delivered in accordance with Royal Mail's usual high standards of efficiency in the current situation facing the country. Please see their latest update below:
My parcel reference is not working?
Please note items sent by Royal Mail are despatched using their 'Signed-For service', the parcel reference is not a tracking number as items are not traceable until a first delivery attempt has been made at which point Royal Mail updates Track&Trace to indicate a successful delivery or that your item has been returned to the sorting office awaiting collection or a re-delivery notification. You can check your parcel reference you have been sent from us with the following link to see if a delivery attempt has been made. If you are still unsure please don't hesitate to contact Emma at email@example.com and she will be happy to help.
What are your shipping charges?
For orders under £35 delivered to a UK address we charge a standard rate of £3.49 for our '48 hour signed for service'. For orders over £35 delivered to a UK address delivery is free.
For all addresses outside the UK please see our shipping pages as the price depends upon the weight to be shipped. All prices for delivery outside the UK include either a 'tracked and signed for', 'signed for' or 'tracked' service depending upon the country. For further details please see our shipping page.
Please note that we do not currently deliver to addresses in the USA or Canada.
Why do you not deliver to the USA or Canada?
We are sorry but at the present time we are unable to deliver items to the USA and Canada as our public liability insurance does not cover us for shipping to these two countries, however we hope to work with our insurance to include both the USA and Canada very soon.
Which items are gift wrapped and what is the cost of this service?
We beautifully gift wrap almost all of the items that we send with the exception of clearance and the larger bulky items. Where an item is not gift wrapped then this is stated in the product description. We do not charge for our gift wrapping service because we want every little one to receive their gift beautifully wrapped and experience the joy of opening their special present.
What type of gift wrap do you use?
We use our own specially designed 'Gifts For Little Ones' gift wrap, which is a neutral colour, with our personal branded logo design. This is covered in a cellophane and tied with a specially selected Jane Means ribbon and includes a gift tag that can be personalised with your message for the recipient.
How do I add my message to the gift tag?
You can add your message in the 'add gift options' box which appears on the checkout page of the website, just type what you would like to see on your gift tag for the whole of your order or for each individual item if they are gifts for different people and we'll make sure your gift arrives beautifully wrapped with your message/s.
I signed up to the newsletter but I don't seem to have received my discount code?
When you sign up to receive our newsletter and emails, regarding products or offers that we think may be of interest, you should automatically receive an email with your discount code. If this email has not arrived within 10 minutes of signing up please cam you check your ‘junk mail’ folder as the email may have landed there depending upon your system settings. If no discount code email has been received please notify us at firstname.lastname@example.org or by calling 01228 217877 and we will ensure that the code is sent out to you.
How do I use my discount code?
The discount code is entered at the ‘checkout’ Page where you review your order before making payment. You can type your discount code into the 'discount code' box on the right hand side of the page. Please ensure that you type the code exactly as it appears, if you have any problems please do not hesitate to contact us at email@example.com
How can I pay for my purchase?
We accept almost all credit cards (except American Express) debit cards, PayPal and Apple Pay. To make a payment using one of these methods go through to the checkout page, then either 'checkout as a guest' or 'register' and then proceed to the payment pages where you can choose one of these methods.
How can I cancel my order?
If you registered as a customer then you can log into your account and click 'orders' to view your orders. Here you can view all your orders and click on 'Return Item(s)'. You can then select the reason for the return and the action you would like such as a replacement or refund. We will then process the return and ask you to return the item to us. Once we receive the item we will refund or replace the item immediately. For further details please see our 'Shipping & Returns' page.
If you did not register as a customer then you will need to contact us at firstname.lastname@example.org to organise your return, again you can see further details on our 'Shipping and Returns' page.
How do I contact you?
You can send us an email using our online form on our contact us pages, for further details please see our 'Contact Us' pages.
Where can I find your terms and conditions?
You'll find our terms and conditions here.
If I register on your site will I receive lots of marketing emails?
How can I unsubscribe from receiving your emails?
Please email us at email@example.com putting 'unsubscribe' in the subject box and we will remove you from our list of customers who will receive emails.