Dots & Blocks Delivery and Returns Policy
Please note that we are currently only selling within the UK (we hope to expand to other areas in the future), and charge a flat rate fee of £3.95 for all orders.
What delivery service do you use to send orders within the UK? When will I receive my order?
Depending on the value of your order placed with us, we will either send your parcel by Royal Mail or My Hermes. All our items will be sent using a tracked service, and will require a signature upon delivery. Please allow up to 2 business days for us to process and package your order ready for shipping. Once dispatched, we will email you and you should receive your package in 3-5 business days. Please note, these are shipping estimates, and as such we cannot guarantee them (adverse weather conditions etc).
Consumer rights for cancellation of orders
Dots & Blocks abide by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This law protects the consumer when buying over the internet or by mail order and applies to all member states of the EU. The buyer has right to terminate the contract and return the item even if the item is not faulty in any way (this is the consumer’s right in UK law). They have the right to do this up to 14 days after the receipt of the items and a full refund including the cost of the outgoing postage must be made within 14 days of the seller receiving the returned item(s).
The buyer is responsible for paying the cost of return postage.
Our returns policy
We accept returns. Please ensure that you discuss your intention to return your purchase with us by email or telephone before putting the item in the post – you must contact us within 3 days of receipt, and return your item(s) to us within 14 days from point of sale. Where more than 14 days have passed since the purchase has been made we are unable to offer you a refund. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition, damaged or has missing parts will not be refunded and the same if any item that is returned more than 14 days after delivery.
To return your purchase, you should address your package to: Dots & Blocks, ‘Solace’ Stonehenge Road, Durrington, Wiltshire, SP4 8BW.
You will be responsible for paying for your own shipping costs for returning your item(s). If you are returning an item to us with a value over £20, you should consider using a trackable shipping service or purchasing shipping insurance. Dots & Blocks will not be held responsible for any returned items not being received.
PLEASE NOTE: Buyer Pays return postage unless item is faulty (see below).
Once the return is received and inspected, we will send you an email to notify you that the returned item has been received and whether an approval or rejection of a refund will be made.
If approved the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refunds can take between 5 and 7 days to process. If a refund is not showing on your credit card or in your bank after a 7 day period then please contact us on firstname.lastname@example.org
Faulty or damaged items
All our pieces are artisanal products made by hand: there may be slight variations in print, colour and print placement, but this is the beauty of artisanal products – each item is one of a kind! We strive to capture all elements of the design in our photographs. It has not been manufactured by a machine, but created with love.
You can return an item for reasons such as being faulty, item not as described, item not fit for purpose etc. We would ask for photographs of the items upon receipt in the case of damages or faulty items. Contact us by email at email@example.com
‘Lost in transit’ item
We understand that sometimes items may get lost in transit. If the situation arises we shall:
– Contact the delivery service provider
– Keep you up to date on any information about this process
– We shall offer a refund once the delivery service has confirmed the item is lost, this time scale may vary depending on the postage standard and the provider.
Exchanges are not possible due to the hand made nature of our creations.
Unfortunately Clearance Collection items cannot be returned or refunded.
Because of the nature of these items, unless they arrive damaged or defective, Dots & Blocks can’t accept returns for commission or personalised orders.