We want you to enjoy the whole shopping experience with us, including the delivery of our goods.
It’s understandable that everyone would like their new purchase as soon as possible, that’s why we endeavour to to dispatch all our orders quickly.
If an item is made especially for you then shipping times are quoted from when it’s ready to go. If we believe this is going to take more than a few days for any reason we will notify you.
UK STANDARD MAINLAND DELIVERY:
From £3.95 Please allow 4-7 working days for the goods to arrive.
We normally use ‘Signed For’ delivery for security.
UK EXPRESS DELIVERY MAINLAND:
From £7.95 Please allow 2-3 working days for the goods to arrive.
We normally use ‘Signed For’ delivery for security.
UK FREE SHIPPING MAINLAND:
We may offer Free UK Shipping options from time to time. This applies to orders over a specified amount and are usually standard delivery requiring a signature. Some products may be excluded from free shipping due to a high cost to us of postage and packaging.
FOR SECURITY ALL 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 requested, orders will not be delivered on Saturdays.
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 £14.00
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 £16.00
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.
IMPORTANT: If for some 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
We genuinely hope you are delighted by the quality and value of our products. However 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: Customers returning their order will be responsible for all costs associated with returning their order.
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 28 days to return any items bought at full price, and 14 days for any items bought in a sale. Returnable items must be returned within 28 days for a full refund. We’ll give you a full 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. 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 14 days) but customers should allow up to 30 days for a refund to be made to their payment card.
Where items have been returned in order to exchange for other items, we will 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 28 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. 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 2013 (“Consumer Regulations”) you have the right to cancel your order for any reason 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.
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 email@example.com
Or feel free to give us a call on +44 (0)844 357 4410 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.