Terms and conditions
We aim to dispatch orders within 48 hours of receipt of order, however please allow up to 10 working days for delivery. Orders containing calendars or larger / heavy items may take slightly longer
We are unable to send orders outside of the UK and Channel Islands unless previously agreed.
All orders will be sent by Royal Mail with a certificate / proof of posting.
When payments are processed by PayPal you DO NOT need a PayPal account to pay. When you get to the checkout page please select the option to ‘pay with credit / debit card’ if you don’t have a PayPal account.
Your delivery address can be different to your PayPal billing address, enabling you to arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If Royal Mail cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery or collection of your items.
Problems with your order and how to contact us
If you have any queries regarding on online order or if you have not received your order after 10 working days please email email@example.com or call us on 03300 229 291.
Please remember to quote your order number when contacting the team.
We take a great deal of care when packing orders to ensure that the items you have purchased arrive in good condition. However, occasionally goods do become damaged in transit.
In this situation please contact us (quoting your order number) and we will arrange for your item to be replaced. You will be sent a prepaid label to return the damaged items.
Refunds and returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit / debit card or original method of payment, within five working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Royal Brompton Hospital, Sydney Street, London, LND, SW3 6NP, United Kingdom. We will provide you with a prepaid envelope.
To return an unwanted product for refund (within 30 days), you should mail it to: The Brompton Fountain, Royal Brompton Hospital, Sydney Street, London, SW3 6NP.
You will be responsible for paying for your own postage. Postage costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Please obtain proof of postage when sending any items back to us.