Delivery & Returns

Free UK Delivery: on all order of £95 or more 

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Throws & Cushions Order Dispatch:
Orders received before 1pm on Monday - Friday are usually dispatched the same day.
Orders received after 1pm on Monday - Thursday are usually dispatched the following day.

Orders received after 1pm on Friday are usually dispatched the following Monday.

Please Note: this doesn’t include bank holidays.

Throws & Cushions Standard Delivery:
Our Standard Delivery option is via Royal Mail's T48 tracked service.
Royal Mail aim to deliver your parcel in 2 – 3 working days.
 

Serenity Bedding Order Dispatch:

All bedding orders are placed with the mill the next working day.

All our Serenity bedding is handmade to order & takes on average 2 weeks to fulfill - which is our standard commitment. However, we often have orders handmade & dispatched within 1 week.

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Please Note: this doesn’t include bank holidays.

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Serenity Bedding Standard Delivery:

Our Standard Delivery option is via Parcelforce T48.

Parcelforce aim to deliver your parcel in 2 - 5 working days.

Quick Delivery: we are currently not offering express delivery whilst the business gets established. If you need your order in a hurry please get in touch & we'll be very happy to help.
Our Quick Delivery option is via Royal Mail's T24 tracked service.
Royal Mail aim to deliver your parcel the next day.

Tracked Deliveries: Once we have dispatched your parcel, you will receive an email from Royal Mail with your parcel tracking number, so you can monitor your parcel’s progress and likely delivery time.

Please Note:

• Your parcel is tracked to the delivery address you specified so you can monitor its progress.

• You can change your delivery options via the Royal Mail website before delivery is attempted. For more information, please check RoyalMail.com.

Successful Deliveries: please make sure that someone is at the delivery address to receive your parcel.

Please Note:

• Royal Mail will attempt one delivery. If they can’t deliver your parcel, they will leave a ‘failed delivery’ card & ask you to either rearrange delivery or collect your parcel from your local sorting office.

• If you don’t do either within 18 days, your parcel will be returned to us.

• If you still want your order to be delivered, you will have to pay the delivery charge again.

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Not so Successful Deliveries: Whilst we can’t compensate for the hassle involved with lost or damaged parcels, we will do our best to help resolve the problem as quickly as possible.

Lost Parcels: 

If your parcel has not arrived within the expected timeframe, please check the carrier’s tracking system in the first instance. This should tell you where your parcel is & the expected delivery time.

• If your parcel has not arrived 7 working days after dispatch, please get in touch with us straight away.

• We will ask you to confirm your order number, contact details, tracking number & any other pertinent information. Once we have all the information we need, we will speak to Royal Mail.

• As soon as we can agree with Royal Mail that your parcel has indeed been lost, we will immediately dispatch a replacement to you free of charge.

Damaged Parcels:
If your parcel turns up damaged, please make sure you take a few photos of the packaging & the product immediately & get in touch with us straight away. We have a number of options available to you to resolve the problem.

Deliveries: here are a few things to note about the Royal Mail delivery service.

• UK Coverage: deliveries are available to UK mainland, Highlands, Northern Ireland, Offshore Islands, Channel Islands and the Isle of Mann. NB: we cannot deliver to BFPO addresses or PO boxes.

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• Parcel Tracking: your parcel tracking status is regularly updated on the Royal Mail website (RoyalMail.com). You’ll just need your tracking number and the delivery postcode.

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• Royal Mail Strike Action: Unfortunately, sometimes Royal Mail get a bit grumpy with one another – it doesn’t affect how quickly we dispatch your order, but it usually has an impact on Royal Mail delivering your order in a timely fashion. When this happens, we will let you know when ordering what the likely impact might be.

Delivery T&C’s:

• NB: customers are responsible for providing a correct and complete delivery address at checkout. Please carefully double check your delivery details during the checkout process as we cannot provide refunds for losses, inconvenience, or additional delivery costs due to customer errors or omissions.

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• The Royal Mail services we use are both tracked services for your convenience. We cannot accept liability for lost or stolen parcels if you provided instructions for parcels to be left in an alternative location - like a porch or garden shed.

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• For high value orders we sometimes need to use an alternative delivery service which provides a more appropriate level of insurance. We reserve the right to do this & will advise you at the time of ordering.
   

• Please ensure someone will be at the delivery address to receive your parcel. Royal Mail will attempt one delivery & then ask you to either rearrange delivery or collect your parcel from the local sorting office. If you don’t do either within 18 days, your parcel will be returned to us. If you still want your order to be delivered you will have to pay the delivery charge again.
   

• Whilst Royal Mail stated delivery times are reliable, they are not guaranteed. Sometimes unforeseen circumstances like adverse weather or nefarious international cyber-attacks can create delays within the delivery network. We cannot be held liable for any breakdown in service in the carrier’s system & do not offer any form of compensation for delays.

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International Delivery: We deliver to most international destinations. The delivery charge is based on weight & destination. To see the cost of delivery to your destination country, just click on the highlighted country in the summary section of your cart page, choose your destination country & the correct cost will be added to your order. If you have any questions about international delivery service or cost please get in touch.

 

Returns & Refunds: If you have any questions about the products you have bought from us, please get in touch with us straight away.  We’re always happy to help.

Just so you know, our returns & refunds policy is in line with UK Consumer Contracts Regulations 2014.

Please ensure you read our Returns & Refund T&C’s & follow the Returns & Refunds Process instructions.

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Please Note: We ask & expect that any of our products returned for replacement of refund must be returned in the same state in which they were received by you. If any product is returned in a lesser state than it was dispatch we reserve the right not to issue a replacement or refund.

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Serenity Bedding Orders.

For health, safety & hygiene reasons, we cannot replace or refund any Serenity bedding products if they have been used. Evidence of use can include, obvious creasing due to usage, marks or stains, the presence of human or animal hair, the smell of perfume or any other odour, products returned in a different box or with missing or damaged packaging.

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We cannot issue refunds for items outside the 10 day returns period.

NB: Before we can dispatch a replacement or issue a refund, we need to have received & checked your returned item to make sure everything is in order. If items are returned without their original packaging or contents & / or are in a poorer condition than when they were dispatched, we reserve the right to make a deduction of up to 100% of the value of the original cost of the items to cover any damage or omissions.

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All of the following terms are subject to the conditions above. 

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Unwanted Items: If you change your mind & no longer want to keep the items you purchased, we’re more than happy to issue you with a refund.

Exchanges: We’re very happy to exchange any item purchased for another item.

• If the replacement you want is in stock, we will quickly dispatch the replacement.

• If the replacement you want is not in stock, we can credit your account & then dispatch the item as soon as it’s back in stock. Alternatively, if you’d prefer, we can refund you & let you know when it’s back in stock so you can place a new order. Please let us know which option you’d prefer.

• For exchanges of items of a different value, we will refund you or charge you for the price difference.

• Please note that delivery charges for replacements apply.

Faulty Items: If you have received an item that is clearly faulty or - has completely failed even with appropriate use & care within 6 months of purchase - we’re very sorry. In this case we will replace the item free of charge.

Please Note: Our throws and cushion covers are made from 100% natural wool & manufactured to the very highest standard. As a natural product, even with appropriate use & correct maintenance, they may shed fibres or pill a little over time. We do not accept these as faults.

Carrier Returned Items: If you have not been available for the carrier to deliver your parcel or you have not collected it from your local sorting office in time, your parcel will be returned to us. 

• On receipt of a carrier returned parcel, we will open the parcel & check that the item is still in perfect condition.

• If you still want your order to be delivered, you will have to pay for delivery.

• If you no longer want your item, we will refund you the price you paid for the item.

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Returns & Refunds Process:
Please Note: 

To ensure a quick and smooth experience, please follow the Returns & Refunds process outlined below.

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• Please do not post your items back to us until you have received our confirmation.

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• Without our confirmation we cannot reimburse you.

1. Customer Request: if you want to return an item for an exchange or refund, please visit our Returns Request page to request a return. You will need to provide your order information, reason for return & let us know your preferred resolution (refund, exchange, credit).

2. Return Authorisation: once you have submitted your return request we will review and approve it. If we have any questions or concerns, we will be in touch via email. We will process your request within 2 working days.

3. Returns Label & Instructions: after your return request is approved, we will email you our confirmation. The email will contain a returns shipping label & instructions on packaging & sending the item back to us.

4. Returned Item Inspection: once we have received your returned item, we will immediately check it to make sure it meets our returned items T&C’s. This will involve checking for damage, verifying the presence of original packaging & contents & confirming that the correct item was returned.

5. Refund or Exchange: if everything is ok, we will immediately fulfil your request and either dispatch a replacement or issue a refund & send you a confirmation email.


Returns & Refunds T&C’s:

These T&C’s are designed to provide clarity, manage your expectations & ensure you get the best service experience.

• For all returns & / or refunds, we require that you:

1. Submit a return request within 10 days of receipt of your order – as per the Returns & Refunds process instructions.

2. Return the item to us unused & in perfect condition.

3. Return the item in its original packaging & with any product tickets or product information.

4. For unwanted items or exchanges - cover the cost of return postage.
    

• You must follow our Returns & Refunds Process to obtain confirmation BEFORE you return your items. We cannot issue a refund without prior confirmation.

• Before we can dispatch a replacement or issue a refund, we need to have received & checked your returned item to make sure everything is in order.

• If items are returned without their original packaging or contents & /or are in a poorer condition than when they were dispatched, we reserve the right to make a deduction of up to 100% of the value of the original cost of the items to cover any damage or omissions.​

• We cannot issue refunds for items outside the 10 day returns period.

• We will cover UK return postage costs on faulty items only when agreed in advance & confirmed upon inspection.

• The customer is responsible for covering return postage costs on unwanted items & exchanges

• We do not refund outward delivery.

• We cannot refund you if your item is lost or damaged during return delivery. Please ensure you choose a carrier with an appropriate level of insurance & retain the proof of postage.

• Customers outside the UK will not be refunded outward or return postage costs under any circumstances.

• Please allow 14 working days from the date we receive your return to inspect it, ensure everything is in order & then process your refund.

• Refunds can only be made to the person who paid for the order via the original payment method.

• Refunds can take a few days appear on your bank statement.

• Refunds should appear in the name 'Lawrence & Barnes Ltd'

• Protections & timescales may not apply to customers outside the UK.

• PayPal payments are covered by the PayPal User Agreement.