Delivery 

We send goods directly from our studio in Walthamstow to customers all around the UK. 

All parcels are sent using a tracked service. You will receive tracking information via email once your goods have been shipped.  

Tracked delivery costs just £3.95, and we offer free delivery when you spend over £50. 

Our usual posting days are Tuesday and Friday, although occasionally we may post out on different days. Our aim is to ship your parcel within 1-3 working days of receiving your order, and we aim for your package to arrive within 5 working days of placing your order.   

If you need an item to arrive any faster than this, we’ll do our best to help – simply get in touch via hello@landtales.co.uk as soon as possible after placing your order. 

As a small business, we may occasionally need to pause deliveries if the store is on holiday or due to unforeseen circumstances such as illness. Any delay to the normal lead time will be made clear on the website and checkout page before you purchase, and shipping will be free for all orders during the delay period, as a gesture of thanks for your patience. 

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 do not 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. 

Our next pop up shop will run from 12-16 June 2024 at Host of Leyton.  

 

REFUNDS AND EXCHANGES 

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 us as soon as you can and we’ll aim to resolve this for you speedily. 

We appreciate you letting us know about damaged goods within 24 hours of receiving the delivery, as this allows us to raise the issue with our courier – as a small business, this is a big 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. 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. 

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 then aim to get back to you within 3 working days. We’ll send you instructions for making the return. 

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. 

Please do not return your items to us until you’ve received confirmation from us that the return can proceed.   

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: 

  • Perishable goods, such as food and drink 
  • 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 2 working days for a response, although we’ll do our best to get back to you sooner.