We'd like you to be delighted with your order from the Little Brown Dog Workshop but if it is not everything you had hoped, please get in touch and we will do what we can to assist. We'd like to do all we can to help and have happy customers who will recommend our little workshop!
You can get in touch with Susan at the workshop via [email protected] or by telephoning 07979 047306
Returning general shop products
If you have bought an item and wish to return it, we will be happy to refund the purchase price. You can return an item even if it is not faulty in any way, up to seven days after receipt of the items. The buyer pays for the cost of postage for returning the item to the workshop. A refund of the purchase price including the original cost of postage, will be made to you as soon as possible. Please return the item to us in the original condition that it arrived, and obtain proof of postage from the Post Office when you send it to us.
This does not apply to custom orders (personalised or bespoke products).
Cancelling an order
You may cancel an order with us if we have not already sent it out to you, but it needs to be in writing (you can email us). We will refund the full cost of the item to you. If the item is already on its way to you, the order cannot be cancelled and you will have to return it as above. This does not apply for personalised items, in which case please see the next paragraph.
Returning personalised gifts or custom orders
We do all we can to work with you to ensure that personalised products are tailored just for you. If the item has been made according to the specification you agreed with us for personalising, we are not always able to make a full refund. Please get in touch with us, we will always do our best to help.
If your order is for an item with extensive personalising or customising, for instance for custom peg dolls or wedding cake toppers, a non-refundable deposit is part of the purchase price. This reflects the work we have to do before we make the item, to plan the details of how the item will look and agree this with you. For detailed customisation, we will supply you with a sketch of the planned item to ensure we have all the details right. If you cancel your order before the item is made, we will refund the purchase price, less the amount of the non-refundable deposit. Fully custom items cannot be returned.
Return of faulty goods
In the unlikely event that you buy something from us that is faulty, you can return it and we will refund the purchase price and the cost of return postage. If you would prefer replacement goods, we will of course be happy to send them providing we have a replacement item in stock. Because our items are handmade, many are made in short runs, customised or one of a kind and it may not be possible to supply a replacement (or an exact replacement) for these.
If the item is lost in transit then we will refund the purchase price or deliver another of the same item (if it is available). In some cases, tracked postage may be used, and if this shows that the item was tracked to its destination, we will not be able to provide a refund. We may reserve the right to insist on tracked postage to some destinations.