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Delivery and Exchanges

Delivery & Exchanges

Our standard delivery times are as follows:

UK Mainland – please allow 14 working days for making time and travel. If we can get things to you faster we will! If you need something urgently please get in touch and we will do our best to get the item/s to you for a specific date

Delivery Charges

Free P&P on orders over £50

Standard UK 2nd class via Royal Mail (with eco friendly packaging) £3.20 on orders below £50

Some items incur more postage charges due to their packaging etc so these will be shipped via Royal Mail 1st class at a charge of £6.95

Stock availability

We try hard to keep a small stash of most products (except commissions and clothing) so aim to dispatch them to UK customers within 14 days. But, as we are a small company (it’s just Helen with a bit of family support) who make items in small batches or even to order, we cannot guarantee that products will be ready for immediate distribution. The nature of the work, and the processes used also means there are occasional production glitches (usually equipment failure or problems during the firing process). If there is a delay with your order you will be notified by email and given a new estimated delivery time and the option for a refund if you decide the product will arrive too late for your needs.

Travel Time

Goods will normally be delivered to you within 1-4 days of being dispatched from Helen Russell Creations (you will get an email when the order has been completed). Unless otherwise stated, shipment is by Royal Mail second class

If you need an item for a specific date please let us know! We will try our best to accommodate you.

We will deliver the goods to the premises you specify on your order. Please check the name and address you have given us carefully as we cannot accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended or if you have provided us with an incorrect address.

If you are not in when a delivery is made Royal Mail will follow their usual delivery procedure – generally taking it to a central depot or local post office for collection. If a parcel is returned to us due to non-collection we will need to charge you to ship it again. Helen Russell Creations cannot be held responsible for Royal Mail’s actions.

Breakages & lost items

We post our products all over the UK and do our very best to make sure they arrive in good condition. In the unlikely event your item is damaged or faulty when it arrives, please report it to us within 48 hours by email helen@helenrussellcreations.com or telephone 07889272524 so we can resolve the problem as quickly as possible. Please do not throw the item away until we have spoken to you! We will need a quick photograph for our records so we can contact the shipping company. After 48 hours following delivery Helen Russell Creations cannot accept responsibility for any losses.

If your order doesn’t arrive within the expected postal timeframe please get in touch using the same contact details above and we will try to get to the bottom of things

Refunds & Exchanges for non clothing items

We hope you love your Helen Russell Creations product but understand that sometimes things change and items need to be returned. If you want to return an item please contact helen@helenrussellcreations.com within 7 days of receiving your goods and we will offer you an exchange or refund (as long as the items are intact and suitable for resale). You have 14 days from the day you notify us of your desire to return the item to get the product back to us. We recommend returning the item via insured, recorded delivery and that you keep your receipt in case of damage or loss. Providing the item returns to Helen Russell Creations in a fully saleable condition, we will issue a full refund or exchange (stock permitting) within 14 days. We reserve the right to refuse a refund on an item if it is not returned in good condition.

This returns policy only applies to items bought from www.helenrussellcreations.com or direct from Helen Russell at events. If you need to return a Helen Russell Creations’ items bought through one of our stockists please contact them direct.

Our address is:

18 Shaftesbury Drive, Wardle, Rochdale, OL12 9LS. Please be aware this is only our postal address hence asking you to contact us about return items before taking any action.

Refunds, returns, exchanges for clothing items

We hope you love your Helen Russell Creations product but if for any reason you need to return an item please follow the steps below:

All refund requests MUST be made by email to helen@helenrussellcreations.com within 14 days of the item being delivered to your address.

All returns must be received by us within 28 days of the items being delivered to your address.

Items must be returned in a new and unworn condition. Returns will only be accepted and refunds or exchanges offered, if items are returned to Helen Russell Creations unworn and unwashed in their original condition free from any marks or odours. This doesn’t affect your rights to return faulty goods or any other statutory rights.

Once your item has been returned to us and we are satisfied that it meets the above you will be entitled to receive a refund. Please allow 14 days from the date we receive your return for your refund to be processed back to your original payment method. If you want to reorder the item in a different size please do so at this point. We don’t follow an exchange programme for clothing (except for if an item is faulty, see below) as it would just be too confusing with everything being made to order, plus we don’t carry spare stock! The cost of returning the item to us is your responsibility except where the item is faulty. 

Please make sure all returned items are well packaged to avoid damage in the post. We recommend Royal Mail parcel insurance, as we are not liable for any returns parcels damaged or lost in transit.

Exchanges:

We only offer exchanges if the item is damaged upon delivery. In this instance we will pay for the return postage and arrange for a replacement item to be forwarded to you.

Missing items:

If there are any items missing from your order you must advise us within 7 days of the item being delivered to your address.

Returns Exemptions

Unfortunately some items cannot be returned or refunded:

  • Sale or wonky sold as seen (seconds) items may not be returned (items discounted from their original price)
  • Personalised items that are specially made, or ordered, with your choice of name, materials, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold

Sale Items

We don’t really make anything on our sale items, therefore they are packed in reused packaging. They do not come with gift boxes or branding