Delivery and Exchanges
Delivery & Exchanges
Our standard delivery times are as follows:
UK Mainland – please allow 7 working days
EU countries – please allow 7-10 working days
Worldwide – please allow 2-3 weeks
Free (standard UK 2nd class) P&P on orders over £25
Standard UK 2nd class £2.95 on orders below £25
International delivery is set at £10 as standard. Deliveries will generally be managed by Royal Mail or Parcel Force
We try hard to keep a small stash of most products (except commissions) so aim to have them with UK customers within 7 days. But, as we are a small company (it’s just Helen with a bit of family support) who make items in small batches, 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.
Goods will normally be delivered to you within 1-4 days of being dispatched from Helen Russell Creations. 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 globe 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 email@example.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 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 use the tracking reference to try to find out where things are
Refunds & Exchanges
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 firstname.lastname@example.org 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:
The Barn, Craggs Country Business Park, New Road, Cragg Vale, Hebden Bridge, West Yorkshire, HX7 5TT. Please be aware this is only our postal address hence asking you to contact us about return items before taking any action.
Unfortunately some items cannot be returned or refunded:
- Sale or wonky (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
We don’t really make anything on our sale items, therefore they are packed in recycled packaging. They do not come with gift boxes or branding