Returns

Order / Returns Policy

First, please do remember that we are a small business of family and friends, and as such we are here to help you. If we can make you happy then everyone wins. 

Placing an order

Our priority is to help you find the right piece from our collection. We want you to enjoy it for years to come so we understand that you may have some questions. Please feel free to email us at founders@gladstonehellen.co.uk before placing an order if you have any questions about a product at all. One of us (Caroline, Sarah or Charlie) will respond as soon as we can.

Shipping

Each order is wrapped in our studio at Hawarden by us. Orders will be shipped as soon as possible but no later than 2 working days after an order is placed.

Postage is calculated on the weight and size of each order.

All UK mainland orders will be shipped via Royal Mail signed for delivery. Please allow 1-3 business days from order placement to receive your goods. 

Tracking information is included with a confirmation note once your order has been shipped. Additional shipping costs for returns, rejected or returned to shipper packages are the responsibility of the customer.

If you have any questions about your order please email founders@gladstonehellen.co.uk and we can help you. 

For international shipments, the receiver is responsible for customs/duties fees incurred from importing goods. 

Collecting an order from us. 

If you would like to pick up your order from Hawarden, please select the pick-up option during checkout. Orders will be ready for pickup within 1-2 days of the order being placed. We’ll be in touch with you to discuss where (and when) you can collect it, but that will either be from the studio or somewhere nearby. 

Studio returns

Returns are accepted within 28 days of order delivery for an exchange or a refund. Returned merchandise must be in original condition with the original tags attached. Returns must be delivered back to the studio within 28 days of initial delivery. Refunds are credited to the original form of payment. 

If you need a gift receipt or want to extend the return window then please email us when you place the order. 

We are here to help make this stress-free and simple. 

To make a return, email founders@gladstonehellen.co.uk and we’ll help to sort everything out. Customers are responsible for all additional shipping costs for returns and exchanges. All return shipments must be sent with ‘Signature Required’ delivery - any packages sent without this option, and aren’t received back to us will not be refunded.

One annoying thing. Cancelling an order.

In the unlikely event that you need to cancel an order after it has been placed (complete or partial) - we may not return the payment processing fee between 2.4% - 3.4% (depending on the method of payment) of the total order value. Alternatively, we can offer a store credit for the purchase amount.