Delivery & Returns
Orders are shipped within 2-5 days of being received and are shipped via Royal Mail (generally for smaller items) or via courier (generally for larger parcels). We realise shipping costs are a customer concern, but please note that increasingly items are being shipped by courier. Method of shipping is at Alexander Thomas’s discretion unless specified by a customer in writing and confirmed by Alexander Thomas in writing. If you require any special attention, including expedited shipping, please contact us prior to placing your order at email@example.com
If you purchase more than one item on the website we will endeavor to consolidate items for shipping. Should multiple orders be consolidated for shipping, we will refund the appropriate shipping cost in a reasonable timeframe and an email confirmation of such will be sent. All furniture and Art will be priced based on size and location. Please email before purchasing for a cost on a specific item.
Given we are a small business, at certain times of the year shipping times may be longer. We will always endeavour to give prior notice to any changes to delivery times.
If you are ordering a gift and would prefer a gift receipt without prices to be enclosed with your delivery, or a personal note enclosed, please contact us at firstname.lastname@example.org at your earliest convenience to coordinate.
Please note that any orders shipped outside of mainland UK are not eligible for free shipping promotions.
If you require expedited shipping, we are happy to coordinate. Please contact us at email@example.com information on pricing and delivery times available.
We do ship outside of the UK but pricing can vary. Brexit documentation required for European orders has slowed timeframes for delivery, but shipping is still successful. All non-UK orders are sent via courier (most commonly DPD or UPS).
This website does not provide for placing orders internationally, so please contact us for shipping quotes which are done on a bespoke basis. Invoices are sent manually from the website in order to allow for payment by credit card. Please note that any customs or duties imposed on orders shipped outside of the UK will be the sole responsibility of the buyer. International orders are not returnable or exchangeable unless otherwise specified in writing by Alexander Thomas or its representatives. Please contact us at firstname.lastname@example.org with any inquiries.
Apologies if you decide not to keep your Alexander Thomas purchase! If so, your first step is to please contact us at email@example.com to notify us of any returns.
Alexander Thomas accepts returns of merchandise within 14 days of receipt of goods. Goods should be returned using appropriate shipping materials to avoid any damage in transit, with signed for delivery. The cost of shipping returns is the responsibility of the buyer. Refunds will be issued upon receipt of the returned items, less the original shipping cost which is non-refundable.
All returned items should be received in their original unused condition. Alexander Thomas reserves the right to refuse acceptance of goods returned in an unsalable condition.
When purchasing gifts that might require a longer time horizon for potential return, please contact us prior to placing your order to confirm if an extension is possible. Confirmation is required to guarantee your order will be returnable after the 14 day time frame. Shipping for gift returns is on the recipient, not Alexander Thomas, as with other orders.
Care guidelines are provided on individual product pages in the ‘Details’ tab, as well as outlined generally in the ‘Product Care’ section of the website. Returns are only accepted in their original unused condition. Given we cannot control home washing or attest to the quality of third-party cleaners, items that have been laundered or dry cleaned by customers are not accepted for return.
In the unlikely event you receive an item that was damaged in transit to you, or receive something you were not meant to, please contact us at your earliest possible convenience at firstname.lastname@example.org In these rare cases, we will happily reimburse you for the cost of return shipping in addition to the cost of goods–or reship the goods you were meant to receive at no charge to you.
Please note that sale/discounted merchandise is final sale and cannot be returned.
Exchanges can be made but written confirmation by Alexander Thomas is required — and the possibility of exchange is not guaranteed. Exchanges follow the same time horizon as returns of 14 days with no exceptions unless otherwise agreed. Additional shipping and any change in product price for a replacement are the responsibility of the buyer and will be confirmed by Alexander Thomas.
Alexander Thomas products such as lampshades, lamp bases, rugs and cushions are handmade by artisans and represent unique items. As a result, variations in colour, pattern, and size may occur (and are part of the charm!) and will not be viewed as a valid reason for return.