FREQUENTLY ASKED QUESTIONS
How do I make a purchase?
Once you have found the item(s) that you wish to purchase, simply click on the ‘Add to cart’ icon next to the image and it will be automatically added to your shopping cart.
A preview of your cart will appear on the right-hand side of the screen showing all the items that you have added so far. If you are happy and ready to finalise your order, simply click on the ‘View Cart’ button that you see on this page and you will be re-directed to ‘Your Cart’. Here you can proceed to the checkout, enter a promo code and/or add a note to us.
Your shopping cart is available in the top right corner of your screen so that you can view it at any time. You can continue shopping and add as many items as you want to your cart before checking out.
How can I pay for my order?
We accept most major credit and debit cards. We also accept payments through PayPal.
Can I cancel an order once it has been placed?
Your order can be cancelled up until the point that it has been processed or dispatched. Please, get in touch as soon as possible and we will try to help you. However, we cannot guarantee that this will always be possible due to the fast turn around. If the order cannot be cancelled, you will need to see our returns policy.
Can I change the items on my order/ change my delivery address?
If your order has not yet been dispatched, we may be able to change it. Please get in touch by emailing email@example.com and we’ll check this for you.
My order hasn’t arrived yet, what should I do?
Most orders arrive within the timescales estimated on our delivery page. However, sometimes postal delays may occur due to circumstances beyond our control, e.g. adverse weather, bank holidays, etc. If you would still like to get in touch, please drop us an e-mail to firstname.lastname@example.org.
What is your return policy?
Whilst we hope that you love your La Terra Macramé's orders, we understand if you change your mind.
Please contact email@example.com for our returns address and process.
The item(s) must be unused and packaged safely.
The customer is responsible for covering the cost of return postage. Please note that we cannot be held responsible for any returns that go missing in the post and therefore we suggest that you choose a tracked or signed for service.
Once we have received your returned items back with us, your refund will be processed within 10 working days and we will email you to confirm your refund has been processed.
My item is faulty/damaged. What should I do?
We are so sorry to hear that there is a problem with your goods. In this case, please contact us at firstname.lastname@example.org. If we are not able to offer a replacement, we will offer a refund or an exchange. We would appreciate if you could take a photo of the faulty/damaged item, as this would be useful for us and the manufacturer.
In case of a refund, we will refund the postage charges that you have paid to receive and return that product unless you purchased several items and you are keeping some of them, in which case, we will only be able to refund the postage charges that you have paid to return that product.
£3.60 and delivers in 3 to 5 working days including processing time.
UK SIGNED FOR:
£4.50 and delivers in 3 to 5 working days including processing time.
‘Signed For’ postage requires a signature upon delivery. If no one is available to sign, a calling card will be left for the delivery to be re-arranged.
ORDERS OVER £35:
If the value of the items in your cart is over £35 and you live in the UK, you will automatically be eligible for free delivery (yay!).
Free delivery orders are sent as 'Signed For'. Refer to 'UK SIGNED FOR' above for more details.
- Our working week is Monday - Friday. Orders placed on Friday afternoons will be processed the following Monday.
- If you loved many of our items and make a big order, it may be dispatched in multiple parcels but charged at the same flat rate.
- Please ensure that your delivery address and postcode is correct before paying for your order. Unfortunately, we are not able to change a delivery address once an order has been dispatched, or take responsibility for delayed or undelivered orders where an incorrect or incomplete delivery address has been provided.
- If your order is being delivered to a workplace, please make sure that you've included the company name if required along with the name of the intended recipient.
- All our orders are delivered with Royal Mail.
When a postal carrier returns an undeliverable package to us we issue a full refund (excluding delivery charges).
We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.