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customer service

1.0 FAQ


GENERAL


Q: Do you have a physical store I can visit to see your products?

A: At this point in time, Small Stories is online only.


Q: Can I purchase a Small Stories Gift Card?

A: Not at the moment, but watch this space!


Q: Do you offer a first order discount?

A: We certainly do. Sign up to our newsletter on smallstories.co.uk and we’ll reward you with a discount code to input at the checkout for 10% off. Please note the discount can only be redeemed once per customer.


Q: Are you VAT registered

A: We sure are. Our VAT number is 281 4181 11.



PRODUCTS


Q: Where are your products manufactured?

A: The collection is designed in the UK and made in Turkey, Portugal and India using premium natural fabrics.


Q: What ages does Small Stories cater for?

A: We cater for the smallest to the not-so-small, in other words babies from 0 to 24 months and kids from 1 to 6 years.


ORDERING


Q: How long do orders take to be processed?

A: Orders will usually take 2-3 working days to arrive but may take longer in busy periods.


Tracked 24 Delivery with Royal Mail is £6.50. Order must be placed 
by 11am.


Q: Can I add items to an existing order?

A: It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.


Q: Do I need to register to make a purchase?

A: No, you can simply add things to your cart and proceed to the payment stage without registering an account if you wish.


Q: How do I know if a particular product is in stock?

A: Our website is connected to our inventory level. If you are able to add a product to your basket then it is available to purchase.


Q: What payment methods do you accept?

A: We’re not overly picky, so we conveniently accept various online payments ranging from Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, Maestro, American Express, right through to PayPal.


If you’re one of those modern bankers, and PayPal is your preferred choice of payment, it’s important to note that when selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now'. Once this transaction is complete, you will then return to Small Stories.


Q: Can I cancel my order?

A: As long as you contact us shortly after ordering, we're happy to cancel your order and issue you with a full refund.


Q: Can I switch between Standard and Next Day delivery?

A: Unfortunately we can't change the delivery option once you've placed your order.

 

 

2.0 DELIVERY

 

We use Royal Mail Tracked services to send parcels in the UK and a combination of Royal Mail and other couriers for overseas parcels. For overseas parcels we will include the parcel tracking number so you can keep updated with its progress.


Please ensure that the delivery address is correct and expect to have to sign for parcels. We cannot be responsible for any parcels returned to us as the result of an incorrect address or uncollected parcels. In these cases, shipping will be charged again.


UK

FREE UK delivery over £80!

For orders under £80:

STANDARD

Royal Mail Tracked 48

2-3 working days

£3.95


NEXT DAY

Royal Mail Tracked 24

1-2 working days

£6.50


PLEASE NOTE:

Orders must be placed by 11am for ‘Next Day’ delivery.

Bank Holidays and Saturdays are not classed as 'Next Day' delivery days.


EUROPEAN UNION

STANDARD

4-5 working days

£11.95


REST OF WORLD

STANDARD

6-10 working days

£14.95


PLEASE NOTE:

Small Stories do not accept responsibility for additional duties and taxes that are incurred when shipping outside of the United Kingdom.


Q: Do you provide tracking numbers?

A: To ensure parcels don’t go walkabout, everything we send is tracked.

Tracking numbers will be provided for all deliveries across UK, European and International orders as a matter of course.


Q: Do you offer a same day delivery service?

A: We understand that your time is precious, but all good things take time. So unfortunately we don’t currently offer a same day delivery service.


Q: Do you ship to all areas of the UK (England, Northern Ireland, Scotland and Wales and the Channel Islands)?

A: Yes – rest assured we’ve got the whole of UK covered.



3.0 RETURNS & EXCHANGES


We all make mistakes. If you are not 100% satisfied with your purchase for whatever reason, you are welcome to return or exchange your goods provided they meet a few criteria. Firstly, the goods must be returned to us within 14 days of the purchase date. Secondly, the goods must be returned in perfect, unworn, saleable condition with their original tags and packaging.

Sale items can also be returned/exchanged however, we must receive the goods within 7 days of the purchase date.


RETURNS

Please email us at help@smallstories.co.uk with your name, order number, the product you wish to return and the reason for the return. You do not need to wait for a reply before returning.

Then please post your goods back to us within 14 days including your name, order number and reason for return inside the package.


Returns Address :

Small Stories Return

Ashdown Lodge

Lodge Road

Bromley, BR13ND


If the goods meet the requirements(ie. still have tags, are unworn and in perfect condition) the return  will be processed and a credit will automatically be applied to your credit card or original method of payment. Please allow a week from receipt of parcel before the refund is completed.


EXCHANGES

There is no need to email in advance if you simply require an exchange. Please return the garment to us with a note detailing what you would like to exchange your purchase for.

The items must be sent back in perfect, unworn, saleable condition with their original tags and packaging.

All items returned to us are at your own risk, so we recommend using a recorded postal service.

Exchanges Address :

Small Stories Exchange

Ashdown Lodge

Lodge Road

Bromley, BR13ND

Once your return is received has been inspected, your exchange will be processed. Please allow 3 days from receipt of parcel to dispatch.



 

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