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Delivery and Returns Policy

I want you to be completely satisfied when you order an item from my gift shop so please read the delivery and returns information before purchasing.

Delivery

These terms for delivery apply to the following items sold through the online Gift Shop - Adoption Packages, Soft Toys, Garden Products and Gift Card upgrades:

  • The cost of delivery is included and I aim to ship your order within 3 working days of ordering using Royal Mail. You will be notified when your order has been dispatched.

  • Tracking details will be provided where available so that you can keep an eye on your delivery. Once I have provided you with tracking details I cannot be held liable for any delays caused by the shipper.

  • As standard I only ship to addresses with a UK postcode. If you require international shipping please contact me first where I can advise if this is possible and what the cost will be.

  • The only product available in the online gift shop that is not eligible for delivery is Macca's Manure - this item is strictly collection only by arrangement.

These terms for delivery apply to the following items sold through the online Gift Shop - Clothing:

  • When will I get my order?

Usually, it takes 3–7 days to fulfil an order, after which it’s sent out for delivery.

As standard I only ship to addresses with a UK postcode. If you require international shipping please contact me first where I can advise if this is possible and what the cost will be.

  • Where will my order ship from?

I work with an on-demand order fulfilment company with facilities worldwide!

  • My order should be here by now, but I still don't have it. What should I do?

Before getting in touch, please help me out by doing the following:

  1. Check your shipping confirmation email for any mistakes in the delivery address.

  2. Ask your local post office if they have your package

  3. Stop by your neighbours in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with me at contactus@lydfordgorgealpacas.com with your order number.

If you did find a mistake in your delivery address, I can send you a replacement order, but delivery will be at your own cost.

  • How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at contactus@lydfordgorgealpacas.com.

Delivery

Returns

Returns

Adoption Packages

  • Due to the personalisation of the product, all Adoption Packages are non-refundable, cannot be exchanged and are not for resale.

  • If your product arrives damaged please contact me within 24 hours of receipt providing detailed photographs and quoting your order number.

  • If there is an error with the personalisation element of your product please contact me within 24 hours of receipt providing photographs and your order number. I will personalise exactly using the details you have provided so please double check your entries before completing your purchase. I cannot be held liable for any spelling errors from information you have given, however I will always try to help you get it right if needed. This may result in an additional charge but I will discuss your options with you as I want you to love your product. Likewise, if I have made an error (I am only human after all!) I will always put it right as quickly as possible free of charge.

Best Nest (refill boxes and holders)

  • If you have changed your mind, any returns need to be made within 14 days of receiving your order and you must contact me in the first instance for where to return to. The product needs to be in the original state it was received in and unused. I cannot accept any returns where the tissue paper for the alpaca fibre has been opened as the product is carefully weighed out before being packaged and dispatched. Alpaca fibre has a habit of getting lost due to it being so light and silky.

  • The cost of the return is at your own expense and there is an additional admin fee which will be deducted from your refund - this is £3 for the Best Nest Refill Box and £5 for the Best Nest Filled Holder. This is to cover the costs of restocking the item.

Soft Toys

  • If you have changed your mind, any returns need to be made within 14 days of receiving your order and you must contact me in the first instance for where to return to. The product needs to be in the original state it was received in and unused with all product tags still attached.

  • The cost of the return is at your own expense and there is an additional admin fee which will be deducted from your refund - this is £6.29 per item. This is to cover the costs of restocking the item.

  • Faulty Products

    • I process all orders myself so there should be little reason to receive a faulty product but sometimes things do happen! If you think your product is faulty please contact me in the first instance with the issue and providing photos. This should be within 6 months of receiving your order. 

    • Please note that all soft toys are made for gentle human play / cuddling and are definitely not meant for pets of any kind.

Macca's Manure

  • Due to the perishable nature of this product and the fact that it is packaged on demand, this is a non returnable item. This is also for bio security reasons once the product has left the farm.

 

Gift Cards

  • Gift cards cannot be returned, refunded or exchanged.

Clothing

  • As all clothing items are printed on demand they are considered to be custom garments - therefore they cannot be returned, refunded or exchanged. This includes wanting to exchange for a different size or colour. So please check the sizing chart carefully before ordering.

  • I received a wrong/damaged item, what should I do?

I am so sorry if the item you ordered arrived damaged. To help me resolve this for you quickly, please email me in the first instance at contactus@lydfordgorgealpacas.com within 7 days of receiving your order. Please provide photos of what is wrong with your order and your order number.

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