Delivery & Returns
We pride ourselves on our excellent customer service and would like to hear from you whether you are pleased or displeased with your purchasing experience.
Ordering If you have any queries re any item you are considering or have a special request for an item not featured on the website, please contact us directly by email firstname.lastname@example.org or telephone +44 (0)1825 831883. We offer a bespoke service in all sizes.
Our office opening hours are Monday - Friday 9am to 5pm. Our showroom is open every day including weekends but booking in advance is essential.
Bespoke Service As we design and make all our own knitting and sewing patterns, we can offer a bespoke service up to 10yrs. If you cannot find what you are looking for on our website or require a custom made fit for your child, please call or email us.
Personalised & Made to Order Items We specify making and delivery times for each of these items but if you require an item by a specific date, please let us know and we will always try our best to meet your deadline. Please note that personalised, bespoke or items made to customer's measurements cannot be returned for a refund.
Free Gift Wrap We wrap every purchase (except sale items) in our lilac signature gift box with tissue and ribbon at no extra cost. Gift messages can be included and purchases sent directly to the recipient. If you have purchased a sale item and want our free gift wrap, please request by email.
Delivery Even though all our clothing is handmade, we keep small stocks of every item and aim to dispatch your order within 24 hours. If we do not have the item in stock, we will email you immediately to advise you and give you an estimated delivery date, offer you an alternative item in stock or give you the option of a full refund.
Shipping Costs All UK orders are sent via Royal Mail Tracked Service, which should arrive within 2-3 days. If you require a Next Day service, please contact us. All international deliveries are sent via Royal Mail International Tracked Service, delivery times vary according to the destination country.
UK £4.95, Europe £10.95, USA & Canada £15.95 and Rest of the World £16.95.
Returns & Replacements We offer free returns within the UK. Any item (excluding personalised, bespoke or items made to customer's measuremensts) can be returned within 14 days of purchase using the Freepost label included with your order (UK only). We offer an exchange, credit note or full refund. Please return any unsuitable items in the original packaging (gift box) and with our tags with a covering note to The Hayloft, Fir Cottage, Leeds Lane, Five Ashes, TN20 6JY, UK
Payment is taken via Sagepay which is completely safe and secure