Answering your questions

Shipping, Returns & more!

How much is shipping & how long does it take
Standard postage to addresses within the UK is £3.95 which is signed for 2nd class mail, please note this is not tracked. Alternatively 24 hour tracked delivery is available for £5.95.

All orders over £40 of value qualify for free standard postage.

Please note as Between The Ears is a small business we do not dispatch every day. Please allow up to 5 working days for dispatch.

Do you ship internationally?
Currently the website only allows for UK orders but I will be adding international shipping options shortly. If your delivery country is not currently available please contact by email: [email protected] for a quote.

Is there an alternative way to pay?
Currently via the website we only accept PayPal payments. You do not need a PayPal account to pay by card. If you are having issues paying through the site please contact us by email: [email protected] or telephone: 07813 075 277 and a bank transfer can be accepted.

Do you use plastic shipping materials?
Wherever possible we use non plastic, recyclable and recycled materials when shipping our products. For example where needed we use biodegradable cello bags to protect products.

Do you accept returns?
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

If cancelling your order which is not damaged, defective or dispatched in error, you must inform us within 14 days of receiving your order – we will then advise you to return your order to us. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and include any promotional or free gifts included with the order.

Several types of goods are exempt from the above returns policy (except purchased items where damaged, defective or incorrect) including;

Free gifts or promotional items
Gift cards
Personalised & bespoke Products (Items that have been modified in some way. Personalised colours, bespoke binder options etc )

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

If your order is damaged or defective please contact us by email: [email protected] or telephone: 07813 075 277

Late or missing

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email: [email protected] or telephone: 07813 075 277

Returns procedure

In order to commence a return please email [email protected] you will be provided instructions accordingly including shipping address details.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable with exception of damaged or defective items (photographs will potentially be requested before a return is authorised).

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and a refund can only be authorised on our receipt of the original item.

PERSONALISATION (CANCEL ORDER):

What if I want to cancel my personalised item?

Unfortunately, it is not possible to cancel orders for personalised items once the item has been produced. If you need to cancel an order for other items please contact [email protected] or telephone: 07813 075 277 immediately.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

PERSONALISATION (REFUNDS):

Can I return my personalised item for a refund?

Unfortunately, we do not accept returns of personalised items due to the bespoke nature of a personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact [email protected] or telephone: 07813 075 277.

PERSONALISATION (SPELLING):

Incorrect spelling on personalised orders.

Our personalised items are custom made for you, and we will copy the exact message you enter when ordering. It’s highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar. We keep a copy of the message entered and any previews with your order for our records so any errors by a member of our team can be checked.

If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact us, so we can check your order to see what was entered originally during the order process.

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