29 Chiltern Street Marylebone London W1U 7PL
Carmel Critters are soft toys crafted from natural fabrics and yarns. All pieces are designed and handmade by Lucy Carmel, in the wilds of Shropshire.
We shall deliver Products ordered by you through a courier or postal service of our choice to the delivery address that you have given us.
We deliver within the UK, EU and Internationally.
Please note that customs, duty and import fees (including tariffs and tax) (“Fees”) may apply if your Products are shipped to a destination outside of the United Kingdom. These Fees are not included in our delivery charges. Our Products are delivered duty unpaid. This means that we are responsible for transportation costs in the delivery of the Products (in accordance with the delivery charges set out below), but not for paying any Fees relating to your Product which are imposed at the destination. You are responsible for paying all such Fees directly to the relevant authorities. UK VAT will be deducted in the checkout on online orders being shipped outside of the UK.
When a parcel is delivered you will be asked to sign for it as proof of receipt. If you are not there, a card will be dropped through your door stating how to get your parcel.
Risk of loss or damage to the Products shall pass to you at the time of delivery.
UK next day - £12
Same day - London Zone 1-3 only - £20
Rest of world - £35
Shipping is free for orders collected from our store.
For UK orders delivery will be received within 2 – 3 working days providing orders are received before 12 noon Monday to Friday.
For EU orders delivery will be received within 2 – 6 working days.
For non-EU orders delivery will be received within 3 – 7 working days.
Weekend and bank holiday deliveries are currently unavailable.
If you have requested a specific delivery date (where such option is available to you) we will notify you if it is not possible to deliver on the relevant day and give you a new delivery time.
Please note that delivery times are only estimates. We will not be liable for delays in meeting them.
DELIVER TO SHOP
For our UK orders we provide a free of charge in-store collection service. This option can be selected when you proceed to place your order through the Website.
Orders for collection at our store will be ready for collection approximately 1-2 days after the date on which the Order Confirmation email is received.
We will call you to let you know when your order is ready for collection. You will need to collect your order from our shop within 7 days of our call informing you that your order is ready for collection. If you do not collect your order within this time, your order will be cancelled, and you will be refunded via your original method of payment. Obviously, we can make exceptions but need to be notified if an item is to be held for more than 7 days.
A copy of your Order Confirmation email (printed or electronic) together with the card used for payment and a valid photo ID must be shown at time of collection. If you authorise somebody else to collect the Products from our shop on your behalf, they will also be required to present the information above. Please note, the valid photo ID required is yours not the person collecting the order.
Our returns policy for in-store purchases is that they must be returned within 7 days. For online or telephone order you need to notify us within 14 days of purchase and return the item(s) within 14 days of notification. 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.
Please note we do not accept returns of underwear or earrings.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
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 card or original method of payment, within a certain amount of days.
Late or missing refunds
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].
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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: Mouki Mou, 29 Chiltern St, Marylebone, London W1U 7PJ. We will not always be able to exchange items due to stock availability but will always make our best efforts to do so.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a store credit will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
To return your product, you should mail your product to: Mouki Mou, 29 Chiltern St, Marylebone, London W1U 7PJ.
You will be responsible for paying for your own shipping costs when returning items. Initial shipping costs on orders are non-refundable. You are also responsible for paying for the shipping when you return items. If we have organised a return for you the cost of the 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.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.