Frequently Asked Questions

Need help? Take a look at our FAQs below...

  • PLACING AN ORDER

How will I know you received my order?

We will send you an order confirmation email as soon as you have paid for your order. This email contains details of the products you have ordered, the total cost of the order including delivery and your order number. 

When will I be charged for my order?

We will charge your card at the time of placing your order. You will receive an email confirmation at time of ordering to confirm the total amount charged.

What payment methods do you accept?

We accept all major credit/ debit cards both online and over the phone - VISA, MasterCard, Visa Delta, American Express and PayPal.

What happens if an item goes out of stock after I have placed my order?

Whilst every possible step is taken to ensure stock accuracy, if we process a sale of any product which is subsequently found to be out of stock, we will credit back a refund to your card as soon as possible and advise you accordingly.

How do I make a change to my order?

Unfortunately it is not possible to change an order once it has been placed. Please contact us within 15mins of placing the order and we will do our best to cancel this order for you. You must then place a new order and remember to include all the items/information needed. If you need to change your delivery address, please contact us immediately with the correct address and we will do our best to arrange this for you, where possible. 

I forgot to apply a promotional code or gift voucher code, how do I add this?

Unfortunately it is not possible to add a discount code once an order has been placed. Please contact us within 15mins of placing an order and we will do our best to cancel this order for you. You must then place another order and remember to include the discount code at the basket in order to benefit from any promotion.

Should we not be able to cancel your order in time, you are welcome to return the order to us for a refund. Customers are responsible for any return postage costs due to orders placed in error

  • RETURNING AN ORDER

How do I return an item for refund?

We hope that you are happy with your purchase but if you are not, we promise to refund any unworn, unused item you are not completely happy with when you return it to us in saleable condition by post within 30 days of receipt, or to our store in the UK within 30 days of receipt. Items bought on sale must be returned to us within 14 days of receipt. Click the required link for instructions for returning an item by post, or to a store.

When will I receive my refund?

Returned parcels are on average refunded within 14 days of posting, however in the event of a delay in receiving the parcel this may take up to a maximum of 30 days. Please note this does not include your bank's processing time. Refunds will be credited to your original method of payment. If you paid partly by Gift Card, the Gift Card will be credited first, with any remaining balance being credited to the other method of payment used.

What can’t I return?

For hygiene reasons we do not offer refunds on personalized stationery/made to order items, pierced jewellery or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the tags intact, unused and unworn in a saleable condition. Any shoes returned must be returned in their original box (if supplied boxed). 

Can I exchange an item instead?

Unfortunately, we are unable to offer exchanges by post at this time. Please place a new order for the required item and return the unwanted item to us for processing.

I returned an item to you for a refund but I haven’t heard anything?

Don’t worry we can take up to 14 days to process your return. At busy times this can take up to 30 days, not including any bank processing times. For more information take a look at our Returns page or contact us if it is more than 30 days since you returnded your item.

I made a mistake on my order, can I change it?

We are sometimes able to amend order address details or cancel an item from the order however, please contact us on 020 8288 9696 or customerservice@carolinegardner.com within 15 mins of placing your order and we will do our best to help (note: customer service is available Monday – Friday 09:00 – 17:30). It is not always possible to amend orders outside these times due to the speed at which our warehouse process them, however you can always return it to us within 30 days for a refund.

Can I cancel my order?

In addition to our returns policy, if you are a customer in the European Union you have the right to cancel your contract with us within 14 calendar days from the day after the date you received your order. See our Right to Cancel information on our Returns page here

My item arrived faulty/damaged, what happens now?

We are very sorry to hear that, please take a look our our Returns page where you can find further information on  what to do next.

  • DELIVERY OF YOUR ORDER

How much does delivery cost?

UK Delivery: Standard Card delivery is £1.50* (for single greetings cards up to a total of 6)

Standard delivery is £4.50 or FREE for all orders over £50.

Next Day delivery is £7.95.

Mainland Europe: Standard delivery is £15 or FREE for all orders over £150.

International: Standard delivery is £25 or FREE for all orders over £200

 Who delivers my order and when will it arrive?

We use two mail services to deliver our products, they are listed below. Your delivery type selected at the check out will indicate the mail service who will deliver your package.

Delivery Type

Courier/Service

Cost

Delivery Time

Standard Card Delivery

Royal Mail – second class (non-trackable)

£1.50

34:40:13 PM-5 working days

Standard Delivery

Royal Mail – second class

(non-trackable)

£4.50 or FREE for orders over £50

3-5 working days

Next Day Delivery

DPD – next day

(trackable)

£7.95

Next working day*

Standard Europe

DPD or Skynet

(trackable)

£15 or FREE for orders over £150

Up to 14 working days

Standard International

DPD or Skynet

(trackable)

£25 or FREE for orders over £200

up to 21 working days

 *Next Day delivery (UK mainland only) orders placed before 3pm will be delivered next working day. Orders placed after 3pm on Thursday will be processed on Friday, for delivery on Monday. Sat/Sun and Bank holidays are not working days.

** If your order includes cards and other items, you will be charged for Standard UK delivery, you will only ever pay one delivery charge per order.

***European and International delivery, we aim to deliver as quickly as possible – the further you are away from the UK, the longer it can take.

Can I track my order?

Yes on UK next day delivery orders and orders sent to EU countries and International you will be emailed/texted a tracking link so that you can follow your parcel. Other standard delivery orders will be despatched via Royal Mail and therefore are not trackable but will arrive with your normal post.

Will my order arrive in one package?

Most of the time, we send all the items you've ordered in the same parcel. Or in separate boxes depending on the size of goods you have ordered. Do ensure that you sign for all the packages being delivered by courier or post man. However, very rarely, we find we haven’t got something you’ve ordered. If this happens, we send the items that are available straight away, and post the other bits to you as soon as they become available again or refund them if we haven’t. Don't worry, we won't charge twice for postage, and we will call or email and tell you if this happens.

I live outside of the UK, can I order from you?

Yes! We love our international customers. You can order online from our UK store or if you want to buy from one of our international retailers you can find a list of stockists here. Note that not all retailers have all of our products, for the best selection of Caroline Gardner products shop online with us.

Will I have to pay any duties or customs charges?

Our products are shipped from the UK and sold on an unpaid Delivery Duty basis. With this in mind, please be aware that you, or whoever the recipient might be, may have to pay Import Duty or a Formal Customs Entry Fee upon, or prior to, delivery. If you're unsure how this will affect the overall cost of your order, please check your Local Legislation rules.

Orders for delivery outside of the EU may be subject to import duties and taxes, as well as shipping and handling fees, which are levied once a shipment reaches the destination country. The customer is considered the ‘importer on record’ and as such must comply with all laws and regulations, including import duties and tax, levied by the country in which you are receiving the goods. Customs policies vary from country to country; please contact your local customs office for further information. Please check before placing your order as you are not entitled to cancel your order on the basis of unforeseen duties or levies.

We charge all customers the same price for goods, regardless of their location. Our policy complies with UK VAT legislation. Please note that VAT refunds do not apply for online orders.

 

Need more help? You can email us via our Contact Us page if you have a question we haven't answered here.

About Caroline Gardner

Caroline Gardner is best known as one of the UK's leading and most prolific stationery and gift designers.

Her distinctive designs now stretch across various product categories, including paper, accessories and lifestyle, all linked by her design hand print of quirky use of colour and placement.

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