Delivery & Refunds

Online orders are available for delivery throughout the UK. 

All our products are handmade to order; therefore, orders must be placed by Sunday for dispatch the following Thursday. 

Delivery is free for orders over £45, or a flat rate of £5.75 for smaller orders. Delivery is not included in the price of goods displayed in the online shop.

As our orders are all freshly made, production capacity for some weeks (e.g. Valentine's) may sell out. To avoid disappointment we therefore advise ordering well in advance to secure your production slot for busier times. Just make a note at delivery when you want your items for, and they’ll be freshly made exactly when you need them. If you need items for a specific date, please discuss with a member of our team before placing your order. We will always endeavour to accommodate any specific delivery requirements.

To ensure that your purchase arrives in peak condition, we use Royal Mail Tracked delivery service or an equivalent courier service for larger orders. This means that goods should arrive 1-2 working days after dispatch. These time periods are a guide only and the exact delivery time frame cannot be guaranteed. 

Delivery is out of our control once the order has been dispatched, and may be delayed during busy periods and adverse weather conditions which affect the courier.

Please ensure that all delivery information is correct during checkout, as we will post to the delivery address exactly as provided. We do not check or verify addresses and accept no liability, financially or otherwise, for orders which are not received due to the provision of incorrect delivery details. Tracking details will be sent to the email address/mobile number provided at checkout. 

If an item is specifically listed as pre-order it will not be available for immediate dispatch. These items are usually seasonal specialities which will be made in batches closer to an event (e.g. Christmas), and orders for these items can be placed well in advance to avoid disappointment. Pre-order items will give an indication of dispatch date within the individual product listing. This is usually the date on which we expect to start shipping these items and is an estimation only. You will always be notified once your Umber and Ecru parcel has been dispatched. 

Orders placed using named occasion delivery options (e.g. ‘Easter Delivery’ or ‘Valentine’s Delivery’) will be shipped to ensure that the items arrive by and are as fresh as possible for the occasion listed, usually in the 1-2 weeks leading up to the event.

All items in an order will be dispatched at the same time, once the full order is ready. If you are purchasing a pre-order item, or items for a named date delivery, but require other items to be delivered sooner, please place a separate order for these.

Your Umber and Ecru delivery will be sent as a parcel, so will not fit through a standard letterbox. It is your responsibility to ensure that someone will be available to accept the parcel when it is delivered. If no-one is available, you will need to re-arrange delivery with the courier where appropriate. If no-one is available to receive the order, the courier may attempt to leave the goods in a safe place or with a neighbour. This is at the discretion of the courier, and Umber and Ecru cannot be held liable for any loss or damages which occur after delivery has been made.

Should you fail to be present to receive your delivery, we reserve the right to charge you for the full amount for any goods which are returned to us by the courier, and for the cost of delivery.

Returns

Due to the nature of our products, we are unable to accept returns on unwanted items.

You must notify us immediately of any dissatisfaction with your order and we will aim to put it right. We may require goods to be returned to us. Refunds and replacements are offered entirely at our discretion, and we reserve the right to issue them in whichever way we deem appropriate.