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Frequently Asked Questions

UnderThe Rowan Trees Questions

How do I make a purchase ?

Once you have found the item(s) that you wish to purchase, simply hover over the image then click on the shopping trolley and the item will be automatically added to your basket. Alternatively, you can click on the product image or title to visit the product page and find all the information you may need. Once you’re happy, simply click on the ‘Add to basket’ button you see in this page and the item will be added to your basket.

Your basket is permanently on the top right of your screen and it’s constantly updated so that you can check it. You can continue shopping and add as many items as you want to your basket before checking out.

When you are ready to complete your order, click simply click on your basket (top right of the screen) and choose between ‘View Basket’ (if you want to see a summary of your order, or you’ve got a coupon to use) and ‘Checkout’ (if you prefer to skip the summary and proceed straight to the checkout process).

How will I know you received my order?

You will receive an order confirmation email, within 12 hours of your order being placed. If you have not received this email, please check your junk mail filter. Alternatively, your order may be on hold, in which case you will receive an on hold email from us.

How can I retrieve my order number?

When you place an order, we send an order confirmation email to the email address your account is registered to or to the email address you provided during the checkout process, if you don’t have a registered account. This email includes your order number, identified with # (example: # 100232578).

In addition to this, if you’ve got a registered account, in the ‘My Account’ area, you can check your ‘Order history’ to find your order number. For each order listed in the ‘Order history’ section, you can also see detailed information clicking on ‘view order’.

How long will my order take to be dispatched?

We aim to post out orders as soon as possible, often on the same day Monday to Friday. As soon as your order has been packed, you will receive a dispatch email. Royal Mail collect our parcels at 4.15 pm each day. If there are going to be any delays or an item is out of stock, I will send you an email so do keep an eye on your inbox just in case.

If your order includes a Rowan Berry Box, or an Advent Box, it will be posted out once those items are ready. If you need something quickly, I recommend placing a separate order.


Can I cancel an order once it has been placed?
Your order can be cancelled up until the point that it has been posted. Get in touch if you need to cancel an order. If your order has already been fulfilled, unfortunately we cannot cancel it but you can return it within 30 days of dispatch.
How do I return an item?
If you are not completely happy with your purchase you can return it to us by post within 30 days from the day the parcel is dispatched. You will be credited with the value of your returned product to your original method of payment. Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used. For a full description of how to return products for a full refund, see our Returns policy page.
Do I need to register ?

Checkout as a registered customer:

If you already have an account registered with us, you may be asked to login, and then proceed to the ‘Checkout’.

Checkout as a guest:

If you do not have a registered account with us, you can choose if you prefer to register here or to checkout without registering through the ‘Checkout as a Guest’ option.

In both cases, you will need to enter the details necessary to complete your order (i.e. your delivery information and email address). Ensure that all of your address, order and payment details are correct and then confirm your order. Check our privacy policy to see how we will use this information.

If you have any questions on this process, or have any difficulties placing an order, you can contact our customer service and they’ll be happy to help you. Simply click here to get in touch.

When will my payment be taken?

Your payments will be taken when you place your order. All our payments are processed via PayPal or Stripe so your details are secure.

If you have signed up for a monthly subscription box, your payment will be taken on the day you subscribe and then on the 21st of each month until the end of your subscription.

Can I add items to an existing order?
Unfortunately not always, because we aim to dispatch your order as quickly as possible, we do not allow you to add items to an existing order. If you want you can try and get in touch and we’ll be happy to help you if possible, but please note that if the order has already been dispatched we won’t be able to change it either. In this case, the easiest way to add items is to create a new order.
How are items posted?
Within the UK, I use Royal Mail 48 hour postage. This does not include tracking but does give delivery confirmation when your postie scans the parcel on your doorstep. If your parcel seems to be taking a long time, please get in touch and I can check if they forgot to leave you a red card.
How do I redeem a coupon or special offer?
You can redeem your coupon discount or special offer in ‘Your Basket’ on our website. If you have a coupon code you can enter them in the provided fields in ‘Your Basket’. If there’s a special offer online and your bag qualifies for that, it will automatically display in the ‘Your basket’ area before proceeding to the checkout.
How will my item be sent?
Your order will be packaged using as little material as possible to avoid waste. Most orders will come in a purple eco-mailer.  Items which are more fragile will either be packaged in a padded envelope or in a mail box inside an eco-mailer bag. Please reuse or recycle packaging where possible.

Rowan Berry Box Questions

Rowan Berry Box is a monthly subscription service run by Under the Rowan Trees.

What is Rowan Berry Box?

Rowan Berry Box is a curated box of stationery and treats delivered directly to your door once a month. Whilst boxes are aimed at adults, the contents are suitable for all the family. Boxes can be the perfect treat for stationery addicts. If you wish to send your box as a gift, add the recipient’s details in the delivery address section.

What is in a Rowan Berry Box?

Each box has a different theme. Check out our social media for hints and sneaky peeks each month. You can see pictures of previous boxes to get an idea of the contents but each month is unique. It will usually contain a combination of the following: washi tape, sticky notes, stickers, pens, pencils, greetings cards, postcards, charms, paper, ephemera.

What if I am not happy with my box?

The contents of the box are a surprise each month. If you don’t like surprises then this might not be the subscription for you. If you wish to return your box, see The Small Print for information on how to do this.

How much does a Rowan Berry Box subscription cost?

Each box costs £20 (discounts available for pre-ordering depending on the length of your commitment) including UK postage (additional postal charges apply to overseas addresses). You can subscribe for one month, three months, six months, twelve months subscriptions and it is possible to pause your subscription for a month if you need to.

When will I receive my box?

I aim to post boxes around the 20th of each month. Occasionally there might be slight delays or you might get your box a little early. Watch out for a dispatch email to let you know that it is on its way.

How can I win a free box?
Use the hashtag #RowanBerryBox on social media for a chance to win next month’s box for free!

Let your stationery addiction take root …

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