Customer Service

Shipping policies

A small number of items in the Dotty Owl shop are in stock and ready for dispatch. However, most items are made to order. This is due to many of the products shown being personalised and the variations in fabric, colours, sizes etc.

I aim to ship each item within 14 days of purchase but you will be notified if this will take a little longer. Delays may occur during busy periods (such as the run up to Christmas). If  you need an item by a certain date please feel free to Get in touch and I will do my best to get it posted in time.

Within the UK you can choose First Class postage or next day Special Delivery if you need an item urgently. For Special Delivery your parcel will be guaranteed to reach you before 1pm the next working day (occasionally parcels can arrive on a Saturday). You will receive an email with an online tracking code as soon as your item is dispatched. Items will require a signature on arrival.

I am happy to ship Worldwide and postage will be calculated once items are added to your basket. I always use Royal Mail International Tracked which should normally take 5-7 days from the time of posting – however, they do say to allow up to 25 days. This is a fully tracked service with online confirmation of delivery. A tracking code will be emailed to you at the time of posting – so you can follow the progress of your parcel online. Local taxes (should they occur) are the responsibility of the buyer.

You will always be notified when an item has been shipped – so you know when to expect your delivery. Shipping times may vary, and Dotty Owl cannot be held responsible where delays to delivery times occur which are out of our control. Unfortunately we cannot accept responsibility for items delayed in transit due to irregularities that may occur within the postal service. Any returns (items must be in perfect saleable condition) should be made within at the buyers expense.

All items ship from the UK.


Returns & Exchanges

Unfortunately I am unable to offer refund for your custom made items.

If you are at all dissatisfied with your purchase I will be more than happy to discuss alternatives.

Please kindly note that refunds should be notified within 14 days of receipt and items returned within 30 days in perfect unused condition. If you need to return an item  please Get in Touch and I will provide the return shipping address. Returns are made at the buyers expense.

In the unlikely event that an item is considered faulty – please contact Dotty Owl immediately at hello@dottyowl.com  and I will be happy to help.

If an item is not received by you, we must be notified via email  to: hello@dottyowl.com or via the Get in Touch page within 30 days of your estimated delivery date. If we are not notified within this timeframe we will be unable to assist you in locating or replacing your missing item.

Please note: Each item is unique and individually handmade and as such sometimes there will be slight variation to how items appear on the website. This is due to various factors including fabric placement, fabric availability etc. Please be assured that I will never switch fabrics, colours, trims etc without your consent.


Sizing

For items such as Capes and other clothing – please use the size guides provided. I would normally suggest going up a size for growing room. If you are not sure on sizing then please Get in Touch if you wish to discuss this further.


Personalisation

Many of the items at Dotty Owl can be personalised – perhaps with a child’s name to create a special gift. If an item allows for this and you would like a name added, please ensure that you state this (exactly as you would like it to appear) at the time of ordering. Please  Get in Touch if you have any special requirements to make an item personalised and I will be happy to discuss this with you.

There are sometimes fabric, colour and sizing options. Please ensure all this information is given. There will be a chance to add this at the time of order. But please do Get in Touch if you are at all unsure – so that I can be certain to make your order up correctly.


Privacy

The personal contact information that you provide stays with Dotty Owl. Data protection and confidentiality are very important to us. The customer database is viewed by Dotty Owl only and will not be released to a 3rd party.

The information you supply will be used to ensure a smooth transaction. We may keep you informed about promotions and updates but that is all.


Terms & Conditions

All fabrics used for items intending to be washed has been pre-washed at 40 degrees.

Dotty Owl recommends that fabric items are hand washed and where possible you can iron on the reverse. Do not directly iron any of the trims, net fabric, delicate fabric or velcro / badge areas. Always use a pressing cloth and never a very hot iron.

Take care with items that include buttons or trims – items with small parts are not intended for children under the age of 3. Please be aware of bag straps and elastics – young children should always be supervised around these items.

Occasionally fabric, trimmings etc can go out of stock and unfortunately this may mean that I am no longer able to source them. I always try to allow for this with the items on sale at Dotty Owl but regrettably sometimes the fabrics I have previously used can go out of print. However, if your order is affected by this I will always let you know as soon as possible – hopefully something similar can be obtained to make your order just as special.


Contacting Dotty Owl

Dotty Owl is committed to providing you with an excellent service. If you need help with ordering, please call Catherine on 07890035996 or email me at hello@dottyowl.com. I am always happy to recieve comments and feedback. If you were pleased with your order – please leave a review! 🙂

As a small handmade business I pride myself on top quality and great customer service and am always happy to work with you to create something special that will be treasured. I hope you enjoy your purchase as much as I do creating it here at Dotty Owl.

 

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