Returns & Shipping

Packaging 

We aim to be as eco friendly as possible, that's why we only use eco friendly boxes made from 100% recycled cardboard.  Our large envelopes are also bio-degradable. We use a self-adhesive Kraft Tape that can be recycled, and our packaging Filla paper is made from recycled fibres, it's also biodegradable, recyclable and reusable. Where possible we also reuse boxes, envelopes and packaging.

Despatch

Most orders are despatched the next working day, however please allow up to three working days for your order to be dispatched.  

 

How we send your items.

All orders are sent via Royal Mail using the service which is selected at checkout.

 It is the responsibility of the customer to ensure that the postage option provides the correct insurance amount to cover you against accidental loss or damage.

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  • Standard 2nd class postage provides cover for up to £20 for loss or damage. 

  • Signed for 2nd class postage provide cover for up to £50 for loss or damage.

 

 In the event a parcel is lost or damaged by Royal Mail, it is the responsibility of the customer to take this up with Royal Mail and we (The Rowan Tree) will provide proof of postage if needed.

Order Cancellation

You have 14 days to cancel your order with us for a full refund (excluding postage paid). This two week period starts from the day after you receive your order.  If you wish to return an item you need to contact us directly to inform us of your order cancellation. 

Any items you return must be unwashed, unused and returned in the same condition and packaging which they were delivered in.  You have 30 days from the date of delivery to send your cancelled order back to us in exchange for a full refund (excluding postage paid).  Please note you are responsible for return delivery charges.

Faulty Items

In the event you receive a faulty item you must inform us within  7 days of delivery date.  Unfortunately, we are unable to offer refunds or exchanges outside of this timeframe. 

Please contact us with a description of the fault and a photograph (if applicable).  We may ask you to send the faulty item back to us for investigation. If we find the item to be faulty we will replace the item for you free of charge, or offer a full refund if we are unable to replace the item.

 

How Do I Return An Item?

You are responsible for the return postage and package costs.  We recommend that you get a certificate of posting from the Post Office, as we are not able to refund/replace items should they fail to reach us. In the event that items fail to reach us you would be able to claim compensation from Royal Mail.

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