FAQ

Where do you deliver?

We deliver to addresses in the United Kingdom. Orders are dispatched from the United States.

How long will my order take?

Processing normally takes 1–2 business days. Standard delivery then normally takes 5–8 business days after dispatch. The estimated total is 6–10 business days.

How much does delivery cost?

Standard delivery costs £3 for orders below £50. Orders of £50 or more qualify for free standard delivery. The threshold is calculated after discounts and before delivery charges.

Will I have to pay import duties or taxes?

We cover the import duties, import VAT and customs clearance charges associated with delivery to the UK. If a carrier asks you to pay an import charge, contact us so we can resolve it.

What currency do you use?

Prices and payments are in pounds sterling (GBP).

How can I track my order?

Use the tracking information in your dispatch confirmation. If you cannot find it or need help, email support@quillavern.com with your order number.

Can I cancel or change my order?

Contact us as soon as possible. We will try to make changes before dispatch. If the parcel has already been dispatched, our cancellation and return policies explain your options.

Can I return an item?

You may request a return within 30 days after receiving your order, subject to our Return & Refund Policy. Your statutory cancellation rights and rights for faulty goods remain unaffected.

Are returns and exchanges free?

Yes. We provide prepaid return postage and cover standard delivery of an exchange replacement. There is no restocking fee. Any difference in the price of an exchange item will be agreed with you.

What if my item arrives damaged or incorrect?

Email us with your order number and a description of the problem. Photos are helpful where available. We will arrange an appropriate remedy.

Are accessories shown in photographs included?

Only items expressly listed in the product’s package contents are included. Please check the individual product description.

How should I care for my item?

Follow the care instructions on the individual product page. Keep paper products away from moisture and do not machine wash fabric accessories unless their care instructions expressly allow it.

When can I contact you?

Our customer service hours are Monday–Friday, 09:00–17:00 UK time, excluding UK public holidays.

Email: support@quillavern.com
Telephone: +1 585-706-8431