Delivery & returns
COVID 19: Given the current advice from the UK Government in regards to COVID-19, please accept our apologies for a slightly slower than normal delivery service. We will try our utmost to get your purchases to you with as little disruption as possible. Thank you!
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UK deliveries
- Standard delivery: £4
- Free UK standard delivery on all orders over £50
We send orders via Royal Mail. We endeavour to dispatch all orders within 48 hours and they should be with you in 2–5 working days.
We'll let you know via email when your order has been dispatched. However, if you’d like a speedier service please get in touch before you place your order.
Please note that as an independent store, we dispatch orders on weekdays only. All orders are hand-picked, wrapped, packed, and posted by Elle herself, in order to make sure it arrives safely.
Due to being a one-woman run company our business hours are 9am–5pm, Monday–Friday. Our weekends are reserved for family time so any emails sent after 5pm on a Friday will be responded to the following week.
We use recyclable materials for our packaging and encourage you to reuse or recycle them at home too. We have been known to add extra sweet and small treats to your orders, if this is something you'd like to opt out of, please do let us know when you place your order.
If you suspect a lost delivery please contact us quoting your name, order number and full address and we will look into it for you straight away: [email protected]
Europe and international deliveries
- Standard EU delivery: £20
- Outside EU: Calculated at checkout
International shipping via Royal Mail.
Deliveries usually take 5–10 working days to arrive but can take up to one month depending on your location. You may be charged a fee by your local customs office on arrival.
If you have any other questions, or would like a speedier service email us at [email protected]
Returns
We want you to be happy with your purchase from Shrimp’s House. If you're dissatisfied please contact us at [email protected] to arrange a return, exchange or refund within 14 days of receiving your order. All items will need to be in their original packaging in saleable 'as new' condition.
If your item has arrived damaged or broken, we ask that you please contact us at [email protected] within 2 days of receiving your purchase and include images of the damage to the product.
If a refund is agreed, to return an item the product must be returned within its packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed once the item has been returned, checked over and damage confirmed.
We reserve the right to refuse to exchange or refund items that are not damaged or broken beyond their description, or the issue is not highlighted within 14 days of delivery. Any refunds will be made using the original payment method and only once your item has been returned by post. Depending on how fast your postman is, it can take up to 10 days for your returned parcel to reach us. Once we have received your parcel we will refund your order as quickly as we can. Payment will be refunded within 14 days, of satisfactory receipt of your returned items . (Please note that refund times are dictated by your card issuer and are outside our control). For items purchased in discount offers, we will refund the price paid.
We recommend sending your unwanted items back via recorded delivery or obtain proof of postage as we cannot refund products damaged or lost in transit. Unfortunately, we cannot cover the cost of return postage.
Please note that in the case of handmade items, such as ceramics or jewellery, there may be slight differences and minor imperfections different to the image displayed on the website. This is due to the nature in which the items are made and is completely out of our control. We endeavour to supply the best quality products possible, and would never knowingly sell an item not fit for display.
Under the United Kingdom’s Consumer Contracts Regulations you have the right to cancel your order before the point it has been dispatched and obtain a full refund.
If you want to do this please contact us as soon as possible: [email protected]
Please note when running discounted promotions, any orders placed without a discount code will not be refunded in order for discount to then be claimed. As a gesture of good will, Shrimp’s House may sometimes offer a credit note for the discounted amount but this is at our discretion. We are a small business and unfortunately it has a huge impact on us if we refund every customer who forgets to use a discount code. Thank you for your understanding.
This does not affect your statutory rights as a consumer.