Delivery and Returns
In Stock or Custom Made
If an item is in stock and ready to ship, you will see a yellow box above the ‘Add to Cart’ button on each individual product page, showing how many items are available ‘in stock’. These items will be shipped within 2-4 days, and you can also choose to upgrade to express, next-day UK delivery at checkout.
If no yellow box with ‘in stock’ is showing, this item will be custom made especially for you. Please allow 4-6 weeks for custom made items to be handcrafted and delivered.
International delivery is available via courier. All items will be delivered to you with appropriate courier insurance.
VAT and Duty Charges on International Shipping
Please note: Goods to destinations outside the UK may be subject to customs duties and taxes upon arrival in the destination country. All of these charges are payable by the receiver.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Unless faulty or damaged on arrival, the cost of returning your item to us is payable by you.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at alexstewartcarter@gmail.com. Please note that returns will need to be sent to the following address: Avening Park, West End, Tetbury GL8 8NE, United Kingdom.
If your return is accepted, we’ll send you instructions on how and where to send your package. You can always contact us for any return questions at alexstewartcarter@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom-made, bespoke and personalised items cannot be returned, unless faulty or damage on receipt. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alexstewartcarter@gmail.com.