Frequently Asked Questions
Uk Postage varies and is calculated by weight of the parcel and we offer either 1st or 2nd class postage - currently most parcels will cost £3.50 sending 1st class
Airmail postage varies in price depending on your location and weight of your parcel.
To see a full list of all our postage prices Click Here
Do you ship overseas?
Yes - We do offer overseas shipping to certain locations.If you live somewhere not currently included in our shipping locations and would like to order from us then please get in touch as we may be willing to post to you.(A full list of destinations we currently post to can be found on the Postage page)
How long will it take to receive my purchase?
We try to post all ready made/in stock items within 48hrs of receipt of your order or cleared payment in the case of postal payments.Obviously the delivery time depends on your location.(Please note that we are not responsible for Royal Mail delivery times.)
Do you ship overseas?
Yes - We do offer overseas shipping to certain locations.If you live somewhere not currently included in our shipping locations and would like to order from us then please get in touch as we may be willing to post to you.(A full list of destinations we currently post to can be found on the Postage page)
How long will it take to receive my purchase?
We try to post all ready made/in stock items within 48hrs of receipt of your order or cleared payment in the case of postal payments.Obviously the delivery time depends on your location.(Please note that we are not responsible for Royal Mail delivery times.)
Custom made items may take longer to dispatch,we do aim to have any custom order completed within14 days,but for larger orders,any requiring specially ordered fabrics or at busier times of the year this may not always be possible - if we feel your order may not be completed within a reasonable time frame then we will let you know and give you the option to cancel.
What if my delivery is returned to you?
Most of our parcels are posted using the Royal Mail and as such if you were not home or they were not able to deliver your parcel for some reason it will be held at your local depot for approx three weeks (one week if recorded post is chosen) before being returned to us.(If they could not deliver your parcel,Royal mail will usually leave you a card with details of how to collect your parcel or rearrange delivery).
Most of our parcels are posted using the Royal Mail and as such if you were not home or they were not able to deliver your parcel for some reason it will be held at your local depot for approx three weeks (one week if recorded post is chosen) before being returned to us.(If they could not deliver your parcel,Royal mail will usually leave you a card with details of how to collect your parcel or rearrange delivery).
Larger parcels are sent by couriers,who will attempt to deliver 3 times and will leave a card if they are unable to leave your parcel.
If you are unlikely to be at home for delivery you can provide an alternative delivery address (i.e. Work address ) or if there is a safe place or neighbour where your parcel can be left safely please specify this in the message box at checkout.
If your parcel does get returned to us due to non collection you will be required to pay the postage again before we will resend it.
What if my items do not arrive?
We ask that for UK orders you wait up to 15 working days after Posting for your items to be delivered, as specified by Royal Mail. At this time, if your items are still undelivered, we will arrange either a refund or replacement of your order.
What if my items do not arrive?
We ask that for UK orders you wait up to 15 working days after Posting for your items to be delivered, as specified by Royal Mail. At this time, if your items are still undelivered, we will arrange either a refund or replacement of your order.
Can I collect my items in person?
Sorry,No - we operate strictly as mail order - collections in person are not possible.
Products
Can I have an item made in a different size?
In most cases,yes you can,We can make slightly longer or wider tunnels,Larger or smaller beds etc... - If you want a price quote,just email us with your size requirements
Do you make cage liners?
Sorry,Due to their large size we do not make cage liners
I've seen the item I want but it's showing as sold out - Will you have any more?
If it's one of our Ready made Fabric items (Cozies,Beds,Tunnels etc...) then please check on the fabrics page to see if we have any of the Colour/style of fabrics that the item is made from still available - if you find them on there then you can order the item through the 'Design your own' option that is available on all fabric products.
If the fabric you're looking for isn't there then you can always send an email to check and see if we have any left ( As sometimes we may have a small amount of a particular fabric left,but not enough to warrant it being offered on the Fabric options)
If for some reason you are not satisfied with your purchase, please contact us to resolve your problem, with either an exchange or return for refund. Returns must be made within 14 days of purchase, with items in perfect unused condition.
We do not accept returns on Custom /'Design your own' orders or personalised items
What if my purchase arrives damaged?
If your purchase arrives to you damaged in any way, please contact me to arrange a replacement or refund (including postage), as per your preference.
Product Care
Product Care
How do I clean my Purchases?
Our fabric items are generally machine washable at 30°C unless otherwise stated in item descriptions.
If you need to use a Tumble dryer then be sure to always use a cool setting, but be aware that Tumble drying can cause fabric shrinkage and more wear then drying naturally. - there are some items - like waterproof lap blankets for example - that must not be Tumble dried and this is mentioned in the item description.
Do not use fabric conditioner when washing the products as this will affect the 'wicking' ability of the fleece, Also as new, unwashed fleece does not usually wick very well it is recommended to wash your fleece items prior to use.