When will I receive my order?
At the moment we have a good amount of stock so orders are sent the next working day if ordered before 1pm, but we aim to process all orders within 3-5 working days. (This excludes Peony as they are being made in small batches) Once your order has been dispatched you should receive it the next working day. Processing times can take over 5 working days if the bowls aren’t ready or if we have lots of orders to get out. They are made in small batches in the UK so it doesn’t take long to replenish stock, but as there are only two of us in the workshop packaging orders, we can't work miracles!
How much does it cost to ship to the UK?
We have different costs for the UK. Mainland postcodes excluding the Scottish Highlands will pay £3 shipping on orders under £50. For all orders over £50 shipping is free.
How much does it cost to ship to Northern Ireland and the Scottish Highlands and Islands?
The cost of shipping for orders under £50 is £7, shipping cost for orders over £50 is £10. There is no free shipping option we’re afraid.
How much does it cost to ship to Ireland?
The cost of shipping for orders under £50 is £5, shipping cost for orders over £50 is £10. There is no free shipping option we’re afraid. Customs charges are not included, please check with your local customs office or local DPD depot.
How much does it cost to ship to Europe?
The cost of shipping for orders under £50 is £10, shipping cost for orders over £50 is £15. There is no free shipping option we’re afraid. Customs charges are not included, please check with your local customs office or local DPD depot.
How much does it cost to ship outside of Europe?
We have shipped to as far as the USA and Australia! Please get in touch and we will provide a quote.
How will you know if i'm home to take the delivery?
We ship all our orders with DPD so you will be sent an email or text message once they have scanned your parcel. You will be able to change the delivery date and name a safe place/neighbour if you’re not going to be home.
Help I'm missing an item or have received the wrong item.
We hold our hands up! We’re only human, and we sometimes get it wrong. We will fix the problem as soon as possible, just give us an email at firstname.lastname@example.org
Help I'm missing my fixings.
Please check ALL the packaging before contacting us. They are normally stuck to the corrugated paper at the top of the box. If they are not found, we will happily send out more.
What happens if I refuse my delivery or don't pick it up from a DPD pick up location in time?
If you have changed your mind after placing your order, please let us know immediately so that we can cancel your order before it is shipped. If your order has already been shipped and you have changed your mind and refuse delivery or fail to pick it up, we may charge you for the full amount of shipping costs. (up to £16) This is at our digression. It costs us time to process, package and ship orders plus the cost of outbound and inbound shipping if refused.
Can I return my product?
All customers are entitled to return their products within 14 days of receiving their order, providing items are in their original packaging and box or similar and are unused. We do not offer free returns unfortunately.
It's your responsibly to package the cooler so nothing is damaged on it's journey home.
We recommend that you keep the original packaging until you are sure you intend to keep the goods. Please use packaging which will give a similar level of protection as to when you received the goods to ensure the goods are not damaged on the way back to us. If goods are returned with improper care we may charge you for damages if goods are unsellable. The bowl needs to be returned in the bag it came in, secured tightly so the tray* and chopping board* can not move around and cause damage. The bottle opener and screws and allan key can not be loose inside the box. please return those to their protective bags to ensure nothing is scratched on its return journey.
For hygiene reasons we cannot accept chopping boards that have been unwrapped, if you would like a refund on your cooler but have unwrapped your chopping board, we will take the value of the chopping board off your return amount. We don't accept returns for chopping boards with moisture/water damage. Please follow our care instructions for cleaning and storing your chopping board when not in use.
Please send your return with the original invoice to Warehouse Team, Outside Gang, Camsley Grange Farm, Camsley Lane, Lymm, Cheshire, WA13 9BY.
Can you collect my return?
Yes! We can organise the collection and labelling of your return for £16. Please get in touch at email@example.com if you would like us to arrange this for you. We will deduct the £16 from your total refund amount.
Help my product is faulty.
Please send us an email to firstname.lastname@example.org with your issue and we will deal with it as quickly as we can. In order for us to exchange any faulty goods, they must be packaged in the original packaging, or similar. DPD will not be able to collect any item from you if it is not boxed and we will not be able to provide you with an extra box if you have discarded yours.
For coolers: It is still your responsibility to package the cooler so that it is protected from scratches on its return journey. If a cooler is sent back to us with no protection and proper packaging and things are loose or unwrapped and the cooler becomes scratched, we will not be able to replace the cooler but will send your original cooler back to you.
My order arrived damaged.
Oh no, we’re really sorry to hear this! Please send us an email to email@example.com with the following: Your name, order number, description of the fault and photographs of the fault within 7 days of the order being delivered.
We will only be able to replace damaged items, if we are sent photographic evidence within 7 days of receiving the order. We will get back to you as soon as possible with how we can help. Please keep all packaging as DPD aren't able to collect faulty items that aren't in a box. Please only box up the faulty item for return. It is your responsibility to pay for the return shipping of any assessories, fixings etc that come back to us.
What if I bought my cooler from a different company?
Please speak to the supplier directly for any help regarding faulty goods.