We hope you enjoy the whole shopping experience with us, including the delivery of our products.
It’s understandable that everyone would like their new purchase as soon as possible, that’s why we endeavour to to dispatch all orders within 24 hours, however at busy times this may take up to 48 hours.
Depending on the shipping service we estimate that most standard small parcels will then reach you within 2-3 working days, if it is a heavy or bulky parcel this can take 3 to 5 working days.
(If an item is made especially for you i.e. custom made products to order, then shipping times are quoted from when it’s actually ready to go. If we believe this is going to take more than a few days to make for any reason rest assured we will notify you.)
UK STANDARD MAINLAND DELIVERY: From £4.95.
Although it is usually much sooner, please allow 2-5 working days for the goods to arrive. We normally use ‘Tracked’ delivery for security and you will be updated via email or text. (Please allow extra time during the busy Christmas period.)
UK Delivery to the Isle of Wight, Isle of Man, Scottish Highlands, Scottish Islands, Channel Islands and Northern Ireland: Shipping to these destinations may incur a slight additional charge to our standard shipping fee, as we are sometimes charged more by our couriers. If you have placed an order and live in any of these locations we may contact you to verify the shipping price (should it change) and confirm if you would still like to proceed with your order.
*UK EXPRESS DELIVERY MAINLAND: From £7.95. From despatch please allow 1-2 working days for the goods to arrive. We normally use ‘Tracked’ delivery for security which takes 24 hrs and you will be updated via email or text.
UK FREE SHIPPING MAINLAND: Sorry we don’t do free shipping. This is because it’s the same as a free lunch, sadly there is actually no such thing. Couriers and Royal Mail don’t work for free, so to enable free shipping the cost has to be taken from product margins. We don’t pile up costs on to products or sell the sort of items that are mass produced cheaply that allow for this. Please be aware though, that to still remain competitive almost always subsidise the true packing, packaging and shipping costs that we incur.
FOR SECURITY SOME DELIVERIES WILL REQUIRE A SIGNATURE ON RECEIPT. We understand that sometimes you may need something really urgently, If you have a special date that you would like the item by please let us know and we will do our very best to meet it! If you choose Express Delivery this is mostly sent same day for all orders placed before 12pm. Orders placed after 12pm may be dispatched the following working day, therefore arrival will be within 48 hours. All orders placed over the weekend will be dispatched the following Monday. For Bank Holidays, please account for the fact that delivery will not take place until after the Bank Holiday. Unless specifically arranged, orders may not usually be delivered on Saturdays.
Please note: Saturdays and Sundays are not classed as working days.
Orders placed on a Friday afternoon after 12pm, during the weekend or on a Bank Holiday will be processed the following working day.
Safe place: If ‘leave in a safe place, with a neighbour, in the porch, shed, greenhouse etc.’ is requested for delivery we can’t then accept responsibility for missing or lost items.
Can’t deliver: Missed deliveries, Parcels that are refused delivery or returned to us because they have not been collected from a depot/parcel shop within 5 working days will incur a surcharge to cover the return costs we are charged by our courier.
Missing parcels. Delivery disputes or problems with delivery need to be brought to our attention within 7 days of the shipping date, after this date we can’t accept responsibility for missing or lost items.
Sorry but we are not currently Shipping outside of Mainland UK.
Important! Email us before placing an order for shipping outside of the UK. We are often asked to ship outside mainland UK for products, but this service is at our discretion, because of the variation of items please email us for accurate details, shipping costs and delivery times outside of the UK mainland before placing an order.
Western Europe from £16.00 Ireland, Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco, Greece, Portugal, Italy and Spain.Please allow 2-5 working days from dispatch.
Rest of Europe from £18.00 Albania, Andorra, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Cape Verde, Croatia, Cyprus, Czech Republic, Estonia, Faroe Islands, Finland, Georgia, Gibraltar, Greenland, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia (Republic of), Malta, Moldova (Republic of), Montenegro, Norway, Poland, Romania, Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Turkey and Ukraine.Please allow 5-10 working days from dispatch.
Rest of World from £20.00
Please note that there may be certain products that are custom made to order and shipping times are quoted from when the products are ready (usually within a couple of days), sometimes ‘personalised’ items may take just a little longer too because they are produced as a bespoke item especially for you. If we believe this is going to take more than a few days for any reason we will notify you. If you have a special date that you would like the item by please let us know and we will do our very best to meet it!
Some international deliveries may incur a further postal cost based on the region and final weight/size of packaged orders. You will be contacted directly before your order is despatched if further postage costs are required.
We hope that your order is everything you hoped for.
IMPORTANT: If for any reason you wish to return an item to us you need to get in contact with us beforehand please, we will then let you know the correct return address. email: firstname.lastname@example.org
Creeper & Knotweed Return Policy
If for some reason you should wish to return any items to us, please don’t worry, we hope to make the process as easy and smooth as possible. To help us achieve this, we would ask you to take a moment to read the information provided below. Please note: At present free returns are subject to certain reasonable conditions only. Customers returning their order will be responsible for all costs associated with returning the order unless previously agreed or the items meet our reasonable conditions for this.
Return Periods & Details
We hope that you love everything that you order from us, but don’t worry if something isn’t quite right. You have 30 days to decide if you are happy with your purchase and return any items bought at full price, and 14 days for any items bought in a sale. Returnable items must be returned within 30 days for a full refund. We’ll give you the refund by the same method you used to pay, and all we ask is that items are returned in a fully resalable condition i.e. clean, unused and are in their original packaging. Creeper & Knotweed reserves the right to refuse a refund on items deemed not to be resalable.
Non Returnable Items
Once the order has been placed and work has started for personalised or bespoke items it isn’t possible in most cases to cancel this. If you have made an error (i.e. spelling) please contact us asap we will try to correct this but if work has already started we can’t then easily change your specifications, in most cases you are asked to check this by default on the product page where applicable. Please note you do not have a right to return/cancel items that are made to your unique specifications. Also for reasons of hygiene, we cannot accept the return of certain items including earrings or beauty products. We cannot accept returned items that were not purchased online through our ‘Creeper & Knotweed’ website.
Creeper & Knotweed does not accept any liability whatsoever for any ‘product samples’ sent to us for our consideration of purchasing or listing. We are not able to offer returns on supplied product samples unless we are specifically notified of this requirement by you in writing before the products are sent for consideration. In that case we require you to be responsible for the cost of returning an item by secure and proven means. You also need to supply returns packaging addressed as required with the original samples.
Refunds, Postage & Packing (P&P) and Additional Payment
Refunds will be processed as quickly as possible (we aim for within 2 days) but customers should allow up to 30 days for a refund to reach their payment card. Where items have been returned in order to exchange for other items, we may need to contact you in order to place a new order for the new items. The original order will be refunded, and the new order will be debited and issued with a new reference number. Please see the important notes in the paragraph below on how this will be completed. In the interests of security we do not store all the required parts of your card details needed to take payment. In the short term, we do hold the required parts of your card details to allow us to complete a refund to your card should you return items to us within the permitted 30 days. However, in cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need to contact you to organise additional payment. It is important therefore that you provide your principal contact telephone number on the returns form. We are unable to accept responsibility for returned items until received by our distribution centre. Until this point the items remain your responsibility. We strongly advise therefore that you use registered post and retain proof of postage, when returning items. We also advise that you return items via a service with appropriate insurance in order that you are sufficiently covered should your items get lost on their way back to us. We will assist with any insurance claims via Royal Mail or other courier services in any way that we can, however please note that we are unable to refund goods that we have not received back. We also cannot accept responsibility for goods damaged in transit during their return to us.
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2014 (“Consumer Regulations”) you have the right to cancel your order within 14 days of receipt. Please note that the Creeper & Knotweed returns policy, detailed above, does not affect your right to cancel your contract with us under these regulations. All order cancellations must be made in writing, by email within 14 days starting the day after you receive your order. Email: email@example.com You will have to bear the cost of returning the products to us. The care of the goods is also your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your proof of postage receipt. The reimbursement will be credited to your original method of payment within 14 days of receipt of the returned goods. We will also reimburse your standard delivery costs (if applicable). In accordance with the Consumer Contracts Regulations 2013, we will only refund standard delivery charges if the entire order is returned. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. Your right to return products does not apply to goods made to your specification (including personalised products and bespoke items made to your specification), or have not been reasonably cared for whilst in your possession. Please note that the right to cancel under the Consumer Regulations will not be available in some circumstances. For instance if you wish to cancel only part of an order or if you wish to cancel your order over 14 days after receipt of the goods, however, our own returns policy might be applicable (please see above)
If you have any questions regarding the information above, we would be pleased to hear from you. Please email firstname.lastname@example.org Or feel free to give us a call on 0203 916 5567 and we will be happy to help with any queries you may have regarding your order.
Please note: Customer service opening hours are Monday – Friday, 9.30am-4pm, excluding Bank Holidays.