DELIVERY

We send your order directly from our studio in Walthamstow, using a Royal Mail Tracked service. We offer a choice of two UK delivery options:

Standard Delivery - £3.95
Free on full price orders over £100
Usually arrives in 3-4 working days*
Delivered by Royal Mail with online tracking.

Express Delivery - £8.50
Usually arrives in 1-2 working days*
Delivered by Royal Mail with online tracking.

* Land Tales working days are Monday-Friday. Estimated arrivals stated above are based on orders placed before 2pm. Orders placed after 2pm or on a weekend will be dispatched the following working day and may take a day longer to arrive.

You will receive tracking information via email once your goods have been shipped.  

We offer UK-wide delivery. If you are visiting the website from outside the UK, please note that as part of our commitment to minimising our environmental impact, we are sadly unable to ship internationally. 

 

CLICK AND COLLECT

During our pop up shops, we offer a free Click and Collect service so that you can order online and pick up your goods in person. 

You will receive a confirmation email when your goods are ready to collect. Please wait for this email before attempting to collect from the store. 

 

REFUNDS AND EXCHANGES 

*Extended Christmas returns policy*

We understand you may be buying gifts at this time of year, and we want to ensure you and/or the gift recipient are delighted with your items from Land Tales. For this reason, we offer an extended returns period for orders placed between 20.11.24 and 24.12.24. See further details below.

If the goods are faulty or damaged  

In the unfortunate event that any of your goods arrive damaged, faulty or not-as-described, please contact Land Tales as soon as you can and we’ll aim to resolve this for you speedily. 

Where possible, we'd appreciate you letting us know about damaged goods within 24 hours of receiving the delivery, as this allows us to raise the issue with the courier service – as a small business, this is a huge help to us.  

To qualify for a refund for faulty, damaged or not-as-described goods, you must notify us of the issue via hello@landtales.co.uk within 30 days of receiving the delivery (or until 10 January if the order was placed between 20.11.24 and 11.12.24). Please provide your name, proof of purchase, and details of the problem. 

 

If you’ve changed your mind 

We hope you will love your goods from Land Tales, and if you’re giving something as a gift, we hope the recipient will love it too. But if you change your mind and would like a refund or exchange, our returns policy gives you time to do so.  

To request a refund or exchange, you must contact Land Tales at hello@landtales.co.uk within 14 calendar days of delivery. *Extended Christmas Returns: Contact Land Tales by 10 January to request a refund or exchange for orders placed between 20.11.24 and 24.12.24, or if purchased at our December pop up shop*

Please include in your email: 

  • Your name 
  • Proof of purchase and order number – e.g. your Order Confirmation email. If you bought the item at one of our pop up shops, we require a receipt as proof of purchase. Customers at our pop ups are offered an email receipt when making their purchase.   
  • Tell us which item(s) you would like to return 
  • Tell us if you would prefer a refund, exchange or store gift card 

We’ll aim to get back to you within 3 working days. We’ll send you instructions for making the return. Please do not return your items to us until you’ve received confirmation from us that the return can proceed.   

If you’re requesting an exchange, we’ll also confirm if we have available stock. Please note that you will need to pay standard shipping charges on any exchanges. 

Once you hear from us, you’ll have a further 14 calendar days to return the item(s) to us. 

Please note that we can only process a refund or exchange for the person who originally made the purchase. 

 

Exceptions 
The following items are not eligible for a refund or exchange unless they were delivered to you faulty, damaged or not-as-described: 

  • Opened or used personal care products such as soaps, skincare, bathing and beauty products 
  • Products from our made-to-order service 
  • Gift cards 

 

Preparing your return 

Any item being returned must be in the same condition that you received it. It should be unused, unopened, with its original packaging and labels intact.  

Please carefully package up the items you are returning, using all of the original protective packaging, so that they arrive back to us in the same resalable condition. 

 

Sending your return 

The cost of returning any item is at your own expense. The only exception to this is if you received the item damaged, faulty, or not-as-described.  

We cannot refund or exchange any goods which are lost or damaged on their way back to us during the returns process. We therefore recommend you use a tracked service with suitable compensation levels, and keep your proof of postage safe. 

Please do not send your purchase back to the manufacturer. 

 

Processing your refund 

Eligible refunds will be processed within 14 calendar days of your items being received by Land Tales. Once we have received the return item(s), and providing they have been returned as per the instructions above, we will advise you via email that your refund has been made via the original method of payment. Please note that there may be a delay before the amount appears in your bank account, subject to bank processing times. 

 

Get in touch

If you have any questions about delivery or returns, please contact hello@landtales.co.uk and we’ll be happy to help. Please allow 3 working days for a response, although we’ll do our best to get back to you sooner.