Delivery & Returns

Delivery Timings

Where items are in stock, we aim to dispatch all orders within 3-5 working days (Mon – Fri). Products are delivered by Royal Mail or Fastway Courier Service and deliveries are generally between 9am and 5.30pm Monday to Friday. All goods are sent either Recorded Delivery or Courier service and are therefore traceable should a delay occur. Items must be signed for on receipt and if you are not in a card will be left for you to either re-arrange delivery, or you will be able to pick up your purchases from a local depot.Packages sent by courier and asked to be left in a garage, porch, with a neighbour etc. are left at your own risk and no liability rests with either Anne of Loudounville or Fastway Couriers.

Should you require delivery by a guaranteed date please contact us by telephone on 01436 671575 to discuss or email info@anneofloudounville.com.

We aim to keep product listings on our website in-line with stock levels however in the unlikely event that an item is out of stock, delivery would be subject to delay in sourcing from the manufacturer. If this occurs we will of course inform you and confirm whether or not you still wish to proceed or would prefer a refund.

Delivery Rates

Our standard delivery charge is a flat rate of £4.95 within the UK. The only exception to this is heavy packages weighing over 2kg, for example most Elisa figurines. If this applies to your purchase it will be clear at the time of transaction.

For delivery out with the UK rates vary according to Royal Mail’s international zones as outlined below.

Zone 1 is Australasia/E Asia (Australia, New Zealand, Japan, China etc)
Zone 2 is the Rest of the World.

In all cases if the actual shipping cost is greater than the one quoted we will email you with full details before processing your order.

Delivery Address

To prevent credit card fraud and in conjunction with our security policy, we only supply products to the cardholders address as standard. If you wish for the item to be sent to an address other than the card address please contact us via email at info@anneofloudounville.com or call us on 01436 671575 . Entering a delivery address into the site which is not the address the card is registered to will subject your order to a delay.

Generally we will accept 2 forms of identification showing the card address to allow an order to go to an alternative residential address. We will deliver to an alternative business address providing we can verify details.

Damage in Transit

If goods arrive in a damaged condition you must make a note of this on the couriers delivery consignment note and contact us immediately.

Shortages and Incorrect Goods

If you take delivery of the wrong product please note this on the courier's delivery consignment note and contact us immediately.

It is the customer's responsibility to ensure that what they are signing for is indeed being delivered. Shortages must be noted on the courier's delivery consignment note and you must contact us immediately.

Returns

We insist that you keep the original packing for all products in case you have a reason to return the product.

Please note that we cannot accept returns of earrings for pierced ears.

Should you not be completely happy with your purchase you may return it to us unused, in its original condition complete with all tags and packaging within 7 days for a full refund (not including the cost of postage and packaging). Items being returned should be packaged suitably. If they return back damaged due to unsuitable packaging a refund will not be given. This does not affect your statutory rights. Please include a note of the problem and the dispatch note.

We suggest that you return items via Royal Mail’s recorded or special delivery service or similar “traceable” service.

Items should be returned to:
Internet Sales Manager
Anne of Loudounville
42 West Princes Street
Helensburgh G84 8TD
Scotland
UK

All items dispatched from Anne of Loudounville are inspected before dispatch however products delivered which are faulty should be notified to us within 2 days of receipt. We will arrange the uplift of the goods. Please include a note of the problem and the dispatch note. Upon receipt of the goods and confirmation of the fault you will be offered either a replacement, a repair or full refund, providing the item is complete and in its original box and packaging. If the product is not deemed faulty the goods will be returned to you. You will be liable for both the uplift and return carriage charge. This returns policy does not affect the buyer's statutory rights.

Complaints

In the unfortunate circumstance you feel the need to complain about any area of the service received from Anne of Loudounville please feel free to put it in writing to the following address:

Internet Sales Manager
Anne of Loudounville
42 West Princes Street
Helensburgh G84 8TD
Scotland
UK