Shipping
We aim for 1-2 working days for dispatch of your orders (please note at the busiest time October – December orders may take 3 working days).
For orders placed after 4.30 pm, the working day commences at 8 am the next day.
Postal orders can take up to 7 working days to arrive after an order is placed. If order has not arrived 10 working days after dispatch you will be eligible for a refund or replacement.
Small parcels up to 1kg are sent with Whistl ( passed onto Yodel) on a 48 hr tracked service.
For large items over 1 kg we use the courier APC, tracking number will be provided in the dispatch email.
Delivery charges :
- up to 1 kg – £3.50
- over 1 kg – £5.20
Deliveries to EU countries unfortunately it is not possible at this time.
Shipping times given are after dispatch of the order, not the day of placing.
Returns
Refund Policy
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Refunds can take up to 30 days from receipt of the return.
Item(s) Not Required
If you wish to return an unwanted item, you must notify us using by email support@aw-home.co.uk or by Contact Form within 14 days of receipt of the item. A refund will be credited back to your original method of payment for the item only within 30 days. Providing we have received the item back. The item should be returned to us in line with our returns instructions within 28 days of you notifying us. You will be responsible for returning the goods at your own cost, and they should be returned in their original packaging and ‘as new’.
Wrong Item(s) Delivered
If, by mistake we supply you with an incorrect item, you must notify us within 30 days. If you wishes to return the item for replacement it must be in lines with our Returns Procedure . Depending on the value of the item you are free to keep the item if you are happy with it, and any refund for a difference in value will be issued, conversely if the item is of higher value than the original item paid for a PayPal request will be sent for the difference.
Item(s) Damaged on Arrival
In the unlikely event of you receiving a damaged product, you should notify by e-mail support@aw-home.co.uk or by Contact Form within 24 hours of receipt of the goods. For items to the value of £15 (excluding silver jewellery items), we request photographic evidence of any visible damage instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter. For items over £15, please contact us via email at support@aw-home.co.uk describing the type and extent of the damage and we will advise you how to proceed. If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Faulty Item(s)
If you receive goods that are faulty or incomplete on arrival, you must notify us within 48 hours of receipt of the item in writing by e-mail support@aw-home.co.uk or by Contact Form. We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries will be replaced if found to be inoperative on delivery, consumable items, (e.g batteries) are not covered for replacement during ‘normal’ use. For items to the value of £15 ( excluding silver jewellery items) we request photographic evidence of any visible faults instead of a return. We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter.