For custom orders, a deposit of at least 50% will need to be paid before any work begins. This allows me to buy materials. If you have any questions about payment please get in touch.
If you are not completely happy with your online purchase you can return it to us, within 30 days of receipt. Provided you comply with the terms below we will refund the price of the goods and the basic delivery charge.
If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, or not as described), again you can return it to us within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid, the basic delivery charge, and the cost of packaging and postage for returning the product (please see below) to your original method of payment.
Other than in the case of faulty products, we will only accept the return of unopened/ unused products.
Please note that all Under the Rowan Trees parcels for online orders no longer include a printed dispatch note. Customers will still receive their order dispatch email as normal; which will include a full listing of items shipped within their order. Please keep your dispatch email safe.
1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original packaging, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.
2. Include your order number and name. We need you to include your details in your return package to enable us to process your return.
3. Please send your parcel to:
Under the Rowan Trees
4 Aquila Drive
Heddon on the Wall
Newcastle upon Tyne
4. Post it! We recommend you return items through a traceable service for your safety. The parcel is your responsibility until it reaches us, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty.
When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.
If you experience any difficulties with the online returns process please click here to get in touch. Your UK statutory rights are not affected by our returns policy.
UK postage: Everything will be sent by Royal Mail in the UK within 3-5 days of purchase. Custom orders will take longer and I will be in touch to discuss a time scale with you. If excess postage is paid, I will issue a refund when there is more than £1 difference.
International postage: Royal Mail International Standard will be used as the standard shipping service and can take over 1-2 weeks to deliver your order. Tracking is not available as standard and must be purchased as an upgrade if you wish to receive a tracking number for your order.
If you wish for your items to be sent by a different method please contact me before purchase so that I can investigate costs to your location and charge accordingly.
Parcels sent within the UK aren’t considered lost until 15 working days have passed, so please give time for your item to arrive.
I will always keep proof of postage and tracking numbers when upgraded postage been purchased.
Customs policies and import duties differ from country to country. Unfortunately, I don’t know, if items ordered by our customers will be subject to import duties, as they are only charged once the parcel reaches its destination country. If your parcel does incur an import charge, this must be paid by you, the recipient of the parcel. All orders outside of the EU will need to be marked with the value of the items enclosed by law.