Terms & Conditions
Ordering with Evelyn & Jo:
We have tried to make our ordering process as simple as possible.
When selecting your item, please carefully enter and check any personalisations before proceeding to the checkout. Personalisation requests will not be able to be amended, once production has began. Postage costs will be calculated in the checkout stage. At the checkout stage, you can select to be forwarded to either Stripe or PayPal for your payment to be securely processed.
We usually aim to process and make your order within 1-2 working days. Should it become unlikely that we are able to meet this deadline (e.g. due to a stock shortage/delay), we will contact you before beginning production, providing you with the option to cancel your order and receive a full refund.
We try to keep our stock figures up to date, but should we not have the available stock for your order and be able tto source it in a reasonable time, we will notify you immediately and issue a full refund.
If you require an item much quicker than our usual process time, please feel free to email us before placing an order and we will see what we can do to accommodate.
We will email you when your order is to be posted.
We estimate that items should be received within 3 working days of being posted, however we cannot accept responsibility if the delivery date extends past this, as it is outside of our control.
Should you not receive your order within 3 working days of your dispatch email, please feel free to contact us.
Please make sure that you check the delivery address provided at the checkout stage, as we cannot be held responsible if your order is then delivered to an incorrect address.
Most of our items will require a signature on delivery. Please kindly note that should an order be returned to us, due to the delivery company being unable to deliver the item successfully, an additional postage cost will need to be paid by the customer before the order can be posted back out.
We currently only ship to the UK.
Please note that all of our prices are inclusive of 20% VAT.
Refunds and Returns:
Personalised/Customised items -
We are unable to offer refund or exchange on any products that have been personalised/customised/adjusted to your needs, except where it is agreed that a product has arrived damaged/faulty. Products will be personalised using the spellings provided, so please make sure that you check that all words are correct (including punctuation), as we accept no liability for misspelling.
Non-personalised items -
Your right to cancel an order for non-personalised goods starts the moment you place your order and ends 14 days from the day the goods were delivered.
Please kindly email us, within 14 days of the delivery date, should you wish to return a non-personalised item. The item can then be returned to our returns address - Mount Bank Farm, Ellerbeck, Northallerton, DL6 2TE.
Returned items must be:
1. In their original condition, unused/unopened/unmarked/without odours;
2. Be returned at your own cost (we would suggest that your use a postal method where the item can be tracked and/or insured, as a refund will not be given for any items that do not arrive to us and are not in the condition mentioned in point 1 above);
3. Be in suitable packaging;
4. Be clearly labeled, so that we can identify the order as yours;
5. Be returned within 10 working days of your cancellation email.
Once a returned item(s) has been received, it will be checked. Subject to the above conditions being met, a refund will then be issued within 14 days, using the original payment method.
Damaged/faulty items: -
All items are checked and photographed by us, before being posted out. In the very unlikely event that you receive a damaged or faulty item, please kindly notify us via email within 48 hours of delivery, with supporting photographs of the damage, including photographs of any damaged packaging.
We will offer a replacement or a refund if the product is damaged/faulty, caused by us. However, we cannot offer a refund, replacement or accept returns if the damage/fault is caused by the customer. We cannot offer a refund, replacement or accept returns where a customer has asked for an incorrect personalisation, so please check all spelling and punctuation provided before submitting an order.
Please kindly note that as most of our items are made to order, there may be slight variations to the designs shown in photographs. As we work a lot with materials such as wood, there can be naturally occurring imperfections in materials. Due to colours/shades etc. appearing differently once photographed, posted online and displayed on different devices, the advertised photographs may also appear slightly different to the physical product. None of these factors will be accepted as a fault.