HOW QUICKLY WILL I GET MY ORDER?
We aim to send your order out within 7 days. Some of our products are handmade at the studio; please allow 28 days for these items, we will let you know if this is the case. Dispatched goods are sent out by Royal Mail recorded delivery or with UPS on a 24hr service.
IS MY ORDER INSURED?
Yes, if your order is lost or delivered damaged, it will be replaced immediately. We never knowingly dispatch damaged goods so to help us with recovering costs please retain all relevant documentation. If your package is damaged please note this when signing for your order and let us know via email.
HOW WILL I KNOW MY ORDER HAS BEEN SENT?
We will send you an email stating that your order is complete, once we have shipped your goods. If you order hasn’t arrived within 3-4 days let us know and we can track your delivery and if necessary replace any lost goods.
WHAT PAYMENT METHODS ARE ACCEPTED?
We accept payment through PayPal accounts or credit and debit cards
CAN I PAY OVER THE PHONE?
Yes... If you would rather speak to a person, we can take card payment over the phone, here we accept all major credit and debit cards apart from SOLO and AMEX. Please call 020 7254 8883 to place your order or contact us by email and we’ll call you back.
WHEN WILL I BE CHARGED FOR MY ORDER?
You will be charged as soon as your order is placed.
WILL THERE BE ANY ADDITIONAL DUTIES AND TAXES PAYABLE ON MY PURCHASE?
Purchasers are responsible for any other duties levied at the point of entry into the destination country. A commercial invoice will be provided with goods shipped.
All prices shown on the website are quoted in pounds sterling and are inclusive of VAT charged at 20%
Returns and cancellations
WHAT SHOULD I DO IF I’M NOT HAPPY
We try our best to produce product and provide a service you will enjoy. However if you are not satisfied please let us know, via email, and then send back the goods for exchange or refund to:
19 Blundell Close
We advise that you use recorded delivery as goods lost in transit remain your responsibility.
Postage costs will only be refunded if goods are faulty not if you just don’t like them.
If you wish to cancel your order, please inform us in writing within 7 days of placing the order, and we will refund you by the method paid.
WHAT IF MY WARES DON’T LOOK LIKE THE PICTURE
Every care is taken to ensure that descriptions, prices and specifications are correct at the time of publishing. However Catherine Tough cannot accept any responsibility for variations in colour caused by browser software or the computer system used.
The charm of much of our work comes from hand placing small features such as eyes, beaks and feet, due to human nature these may vary slightly. When pattern is used in a design the placement may vary in a product.
Catherine Tough’s total liability for any claims resulting from any goods supplied to the customer shall not exceed the price of such goods.
WHAT HAPPENS TO MY DETAILS?
We exercise all precautions to keep your details safe. We don’t supply our customer’s details to third parties but we use your email address to contact you directly with offers and news that may be of interest to you. You can easily unsubscribe from our mail outs by clicking on the link indicating this.