Help / FAQ

Below is a list of FAQ, if you cannot find the answer to your question in the information below, please feel free to email us using the contact us section HERE.

 
FAQ - Frequently Asked Questions


Placing Your Order

How to order

How do I place my order?

Simply add whichever items you wish to purchase into your shopping cart and then click on “Checkout” (which is at the bottom of the "Shopping Basket" page) then follow the instructions for logging into your account (or if you are a new customer, registering an account with us). Once you are logged in, follow the instructions given in the 3 steps of checkout to complete your order.


How do I pay for my order?

Step two of the checkout process includes payment = "Credit / Debit Card (PAYPAL)" . When you select “Credit / Debit Card (PAYPAL)” you will automatically be directed to the Paypal website, so you can complete your online payment. You do not need to have a Paypal account to pay us using this method, however if you do not, you will need to have your credit/debit card details to hand.

Which payment methods do you accept?

We accept payments via Paypal

What do I do if I have any problems?

If you have any problems placing or paying for your order, please contact us using the contact us section HERE.

Do I need to pay before you dispatch my order?

Yes. We will need to receive payment from you, before we start to process your order.

Can I save my shopping cart?

Yes. As long as you are logged into your account, the shop should automatically save your basket until next time you log in.

What are the care instructions?

Please see HERE for information about how to care for your products. You will also receive this information, with your products, as any garment compositions and washing instructions are also printed out on the back of your invoice.

Acknowledging your order

How will I know that you have received my order?

Once you have completed checkout you will receive an automated confirmation email (to the email address associated with your Wee Notions account). This email will give you a summary of the items you have ordered including prices. You can also log into your account and click on “Your Account” to view your previous orders.

What do I do if I do not receive a confirmation email?

If you do not receive your confirmation email, then check your email junk box. If it’s not there, then log into your account on Wee Notions and click on “Your Account”, and check to see if the order is listed in the “Order Information” section. If the order is there, then it may be that the email account we have registered for you is incorrect, so please email us to let us know. If the order is not there PLEASE LET US KNOW AS SOON AS POSSIBLE, as it is likely that there has been a problem somewhere in the ordering process.

Will I receive updates on my order?

You will receive an automated email after you have completed checkout. You will then receive another email when we have printed your invoice (usually within one week).  Unless we have any further questions, the next time we email you will be to inform you that your order has been dispatched. You can normally view any updates that we have sent you, by logging into your account, clicking on “Your Account” then "Order Information" and then clicking on the order number that you wish to check (any updates will be in the "Order Update" section which can be found in a grey box above the items you've ordered).

Availability

All items are subject to availability, we will inform you as soon as possible if the goods you have ordered are not available.

Changing or cancelling your order

If you wish to change or cancel your order (before it has been dispatched) please let us know as soon as possible, using the contact us section HERE. If your order has already been dispatched, please see our returns policy HERE.

Can I add items to an existing order?

We try to be as fair as possible when making up orders, and try as much as possible to do them in the order in which we receive them (orders will not come out in strict number order though as different people make different items and sometimes we make mistakes which lead to items being delayed. Also items such as wipes or inserts (ordered on their own) will be made up more quickly).  Because of this if you wish to add items to an existing order, although you will save on postage costs if will take longer for your items to arrive.   If you wish to do this, then simply contact us using the contact us section HERE, we can either cancel and refund your first order so that you can then re-order adding on the extra(s), (this will result in you being charged the combined postage costs via the shop (which hopefully should be less), BUT as stated above, your order will take longer to get to you as it will be further back in the queue), OR you can make a new order and we can refund the difference in postage costs.

How do I use my discount code/gift certificate?

You can use any promotional code/gift certificates and discount codes by typing the code into the appropriate box which you can find on the "Shopping Basket" page (underneath the items in your basket). If you wish to send a gift certificate to a friend, you must first purchase it, then you will be given an option to email it to them.

 


Shipping


 
Shipping information

What are your shipping costs?

Our shipping costs are based on weight, so they will vary depending on how many items you are buying, and how heavy we have estimated them to be. All weights are approximate, so the shipping cost may differ from the one you see on the parcel when it arrives. Some may be more and some may be less. If you have been charged more you will be refunded when your order is sent out. 

Can I find out the shipping cost, before I start to checkout?

Yes. Once you have added an item to your cart, you can click on “View Basket” in the menu bar next to the Wee Notions logo. This will take you to a page that lists (with pictures) the items in your cart. Underneath this list are the various shipping options and prices available for the product(s) in your cart.

Which shipping options can I choose from?

We have several shipping options available; these are listed on the "Shopping Basket" page under the items in your basket. Most are via Royal Mail, but you can have your order shipped via courier if you wish (please email us for details).  

Please see our note below titled "AN IMPORTANT NOTE ABOUT AIRMAIL" which you will find in the "International Orders" section before choosing Airmail as a shipping option.

How do you calculate shipping costs?

Our shipping costs are based on weight, so they will vary depending on how many items you are buying, and how heavy we have estimated them to be. All weights are approximate, so the shipping cost may differ from the one you see on the parcel when it arrives.

Dispatch Times

How long will it take for my order to be dispatched?

Most of our products are made to order, the time taken between receiving your order (including payment) and dispatching it, will depend on the size and complexity of the order. The usual waiting time is between 2 and 3 weeks (from the date we receive payemnt until the order is dispatched).

What are your current waiting times?

Our waiting times can vary from week to week, depending on how busy we are. It is usually 2-3 weeks from the date we receive payment until your order is dispatched. If you would like to know our current waiting times, please email us using the “Contact Us” section HERE. If you need your order by a certain date then please let us know, by adding a note to the “Comments” when you checkout, and we will try our hardest to get it to you on time (Royal Mail permitting).

Will I receive my parcel within the times mentioned on the shipping choices?

Usually NO. Any times mentioned on the shipping choices (for example “Special Delivery Next day” ONLY refers to the time taken for the parcel to arrive with you once it has been dispatched. If your item is instock, then we will dispatch it as soon as we can, so you may well receive it the within that time, however the vast majority of our items are made to order, so we need time to make your order, before it is dispatched.

Method of delivery

How will my order be shipped?

Your order will be shipped via your chosen method (unless we can send it to you using a faster or more reliable method, within the price you have paid).

Will my items be delivered together?

Yes. The shipping cost is based on weight, so anything on that particular order will be shipped at the same time. Therefore if you add something which is in-stock to your order, and something which is custom made, the in-stock item will not be dispatched until the custom item has been made. If you wanted an in-stock item to be posted separately, then you could order it separately, so that the shipping costs are correct.

Do I have to be at the shipping address to sign for the delivery?

If you have chosen a delivery method which requires a signature (recorded delivery or special delivery etc) then yes you will need to be in to sign for it. If you are not in, the postman should pop a card through your door telling you how to pick up your parcel, or have it redelivered.

What happens if I am out?

If you are out when the postman tried to deliver your order, then he should leave a card, detailing how you go about either picking up your parcel, or getting it re-delivered.

Missing Parcels

What happens if my parcel is not delivered?

If you have received an email from us to tell us that your order has been dispatched, and it has not arrived within a sensible time frame (for the shipping method you have chosen) then we recommend that the first thing you do is to log into your account of Wee Notions, and check that the shipping address you entered for that order is correct. If it is correct then contact your local sorting office to see whether they have your parcel. If they do not have your parcel, then please contact us to let us know HERE, although please be aware that unfortunately we must wait up to 15 working days before Royal Mail class a parcel as missing.  You have 2 calendar months after the post date of your item to inform us that your parcel has not been delivered. Within this time frame we are able to make a trace through Royal Mail, after this time we will take no responsibility for non delivery of your item.

Shipping Address

Do you ship to my address?

We ship to most addresses, pretty much everywhere that Royal Mail allows us to ship to. To find out if we ship to your address, add an item to the basket then click on "View Basket" and the shipping options will be displayed (under the items in your basket).

Can I have my order delivered to another address?

Yes. You can change the shipping address in stage 1 of the checkout process, at the bottom of the page, there is a checkbox, "", click on it and you can add another address.

Tracking your order

Can I track my order?

If you have picked a shipping option which can be tracked (recorded delivery, special delivery, courier etc), then you will be sent a tracking number in your dispatched email, which you can use to track your parcel on the royal mail website.

International orders

Do you deliver overseas?

Yes (although we do not currently ship to the US or  Canada. We ship to most addresses, pretty much everywhere that Royal Mail allows us to ship to. To find out if we ship to your address, add an item to the basket then click on "View Basket" and the shipping options will be displayed (under the items in your basket).

AN IMPORTANT NOTE ABOUT AIRMAIL

Airmail is a cost effective way of sending items abroad, HOWEVER it does not come with a tracking number, we are therefore unable to trace the parcel once it has been dispatched.  It may take as long as 5 weeks for a parcel which is posted via Airmail to arrive (although all going well it should only take 3-5 days).

If you choose Airmail as your shipping option and your parcel has not arrived 5 weeks (25 working days) after the dispatch date, then you will be offered a refund or replacement.  If you are a member of the EU then you can of course cancel your order before it arrives (as per your statutory rights) and in these circumstances you will be offered a refund, and we trust our customers to return the good to us once they arrive (see our returns policy and statutory rights for more information).

 


Returns


 
Returns policy

Why does my order look slightly different to the picture on your website?

Please bear in mind that all of our goods are hand crafted and as such there may be small differences between the goods that you receive and the goods pictured on our website. This should be seen as a sign that your product is not mass produced and that you have an item which is unique!  ALL MEASUREMENTS ON THE SITE ARE APPROXIMATE.

What is your returns policy?

Our 30-day returns policy means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition (unused, unwashed and returned in the original packaging) within 30 days of the date you received the item (with the exception on non faulty goods made to the customer’s own specifications), and we will issue a full refund for the price you paid for the item--see our Refunds Policy below or HERE. We can only accept the return of used (but clean) and pre-washed items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 30 days unless they are faulty.

We are unable to exchange items that are not damaged; defective or incorrect (however, see below to find out what to do if you have received a damaged, defective or incorrect item).

Specific rules apply regarding refunds of delivery charges, see our Refunds Policy below or HERE.

In the event of Wee Notions sending you a replacement for a damaged, defective or wrong item, you must return the item to Wee Notions within 30 days. Wee Notions reserves the right to charge you for the price of the replacement item if you do not return the original item to us within 30 days of the date on which we (Wee Notions) confirm we will issue a replacement.

This returns policy does not affect your statutory rights.

Which items are excluded from the returns policy?

Non faulty items which have been made to the customers’ specifications are excluded from our returns policy.

When will I be credited for returned items?

When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

What shall I do if returned items have not been refunded?

If we have not contacted you within four weeks from the day you sent us your return, please contact us HERE for further assistance. Our refunds policy does not affect your statutory rights.

 

Returning a Damaged, Defective or Incorrect Item

This section explains what to do if you've received a damaged, defective or incorrect item from Wee Notions. This returns policy does not affect your statutory rights.

If the item was damaged in transit

If you take delivery of a Wee Notions package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange.

If the item is defective (within 30 days of receipt)

You have the right to return a faulty item within a reasonable period of time. In case the item has become defective after 30 days please contact us HERE to obtain returns information.

If we sent you an item you did not order (an "incorrect" item)

As soon as you find out we've sent you an incorrect item, send the incorrect item back to us and we'll make sure you are not charged for it. If you want us to replace the item we sent you, with the item you ordered, please pop a note in with the parcel for us, and we'll send you the correct item as soon as we can.

Please Note: in the event of Wee Notions sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Wee Notions within 30 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30 day period, we reserve the right to charge you for an amount equal to the price of your original order.

How do I return items?

Please email us to let us know you know you are returning the item. You can find our email and postal addresses on our “Contact Us” page HERE. Please package the relevant item(s) securely and send it back to us with a note including your name, address and order number. You can return your item to us via Royal Mail, we recommend you obtain a certificate of postage from the Post Office when you post your parcel. For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 30 GBP.

Refund Policy

What is your refunds policy?

When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

If we have not contacted you within four weeks from the day you sent us your return, please contact us HERE for further assistance. Our refunds policy does not affect your statutory rights.

How are refunds calculated?

Items returned because they are damaged, defective or incorrect:

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (by refunding your return postage costs PLEASE NOTE - We are happy to refund the cost of sending the item(s) upto and including the cost of SECOND CLASS POST ONLY, you are responsible for the parcel until it arrives back to us, so although we have never had a return go missing in the post, we also recommend insuring the parcel at your own cost so that you can claim from RM should it go missing in the post). We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period:

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see "Statutory Rights" below.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

* Where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred

* Where you are returning an entire order, we'll refund the per-delivery charge that you incurred

* We will refund only standard (Airmail) postage charges for items delivered outside the UK

* Where we collect an item from you, we reserve the right to recover the costs of collection from you.

Items returned under the 30-day returns guarantee

Where you are withdrawing from your purchase between seven and 30 days after delivery and there has been no error on our part, we will refund only the cost of the item.

Gift Refunds

If you return a gift purchased for you at Wee Notions, you'll receive a gift certificate for the value of your return, which you may use as part or full payment for future purchases from our website. Don't worry; we won't let the person who sent you the gift know about your return.

Please remember that normal returns criteria apply and that the refund will not include the cost of returning the item to us, unless the return is due to an error on our part.

 

Statuary Rights

Cooling off period

At Wee notions we understand that occasionally you may wish to return items. That's why under our 30-day returns policy, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. To read more about our 30 day return policy see above or click HERE.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for items made to the customers specifications.

To cancel your purchase within the seven-working-day cooling-off period, please email us to let us know you know longer want the item, and will be returning it. You can find our address on our “Contact Us” page HERE. Please package the relevant item(s) securely and send it back to us with a note including your name address and order number, so that we receive it within seven working days of the day after the date that the item was delivered to you.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 30 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost.

As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website HERE


 

Account Information



 
Change of address or personal information

How can I change my address details?

Log into your account, and click on “Your Account” (which you will find in the menu bar next to the Wee Notions logo). Your personal information will be displayed, which you can change a appropriate.  Click on "Submit Changes" when you have finished amending the details.

How can I change my personal details?

Log into your account, and click on “Your Account” (which you will find in the menu bar next to the Wee Notions logo). Your personal information will be displayed, which you can change a appropriate.  Click on "Submit Changes" when you have finished amending the details.

Can I change my address to one outside the UK if I am moving abroad?

Yes, as long as we ship to the destination country there is no problem with changing your address to one which is outside the UK.

 


Information about Wee Notions


Contact details

See our “contact us” section HERE for our contact details.

About us

See our “about us” section HERE.




Misc Information

Which Fabrics Should I opt for?

See HERE for fabric properties. 

Where can I find more information about Fairy Hammocks?

Each Fairy Hammock product has a tab with information about Fairy Hammocks and the fabrics used in them. Look HERE for fabric properites.

Whats the story with your different fabrics?

We purchase lots of fabrics and try to keep the prices down where we can - some of our fabrics we only buy in small amounts and then we don't re-stock them - unless by popular demand - and sometimes they are not available for restock from the source. When we only have a small amount of certain fabrics we call them limited edition so that you will know that the stock is limited and that we may not be able to re-stock when our current supply runs out. If you see a fabric in one section of the shop i.e. in a wrap and you don't see it in the nappy section, and you want that fabric in a nappy - ask us if we have enough for nappies - sometimes fabrics may be added to one section and then added later in another.

Do you have photos of your fabrics that I can look at?

You can find photos of our fabrics in our fabric gallery, it can be found in the tabs of any of the products on our shop.