Covid-19

Due to the ongoing Covid-19 pandemic we are ensuring our production can proceed in line with government guidelines. While we endeavour to produce your orders as fast as we can, we apologise if there is any delay due to staff sickness or self-isolating and thank you for your patience in these times.

When will I receive my order?

All our products are handmade to order

For new orders it may take 4-6 weeks to receive our handmade items.

Due to Covid-19 our lead times are currently longer than normal.

We continue to endeavour to get all orders out as fast as we can.

Some products, such as wallpaper & cocktail chairs, continue to have substantially longer lead times – 10 to 14 weeks.

We would suggest calling us using the telephone number below to confirm what our current lead times are for these items.

If your order is for a specific date we suggest calling our customer service team to ensure it can be produced and dispatched in time.

Your order will be despatched according to the delivery rates below. Please note this is in addition to the lead time, not inclusive.

Please call one of our team on 0800 6250625 if you require further information.

Thank you for shopping with us.

Mainland UK Delivery Rates

Delivery Option

Delivery Time

Tracked

Signed For

Cost

DPD (Excluding Deckchairs)

Next Day

Fully Tracked

£7.50
(Free for orders over £100)

DHL (Deckchairs Only)

Next Day

Fully Tracked

£7.50 (Free for orders over £100)

European & Worldwide Delivery Rates

Delivery Option	Delivery Time	Tracked	Signed For	Cost
Standard (EU Nations) Austria, Belgium, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, & Sweden	3 – 5 Working Days	Yes	Yes	Starting at £15
Standard (North America Mainland) Canada, Mexico, & USA	5 – 7 Working Days	Yes	Yes	Starting at £15
Standard (Rest of World) All other nations & territories not listed above.	5 – 7 Working Days	Yes	Yes	Starting at £20

Prices changes

We are consistently trying to provide better postage rates to as many different countries & territories as possible. Whilst we will endeavour to keep this page up to date, there may be significant differences from those displayed here. You will be given the most recent, and best, pricing at the checkout.

Non-Mainland UK and International Delivery

We are able to process orders from non-mainland UK addresses, including the Scottish Highlands and Islands, and the Channel Islands. Delivery surcharges for the relevant postcodes are calculated at the checkout.

How can I track the status of my order?

You will receive an email to confirm we have received your order and that your payment has been accepted. You will also receive an email when your order has been dispatched.

In your dispatch confirmation email we will include any relevant tracking numbers, allowing you to track your parcel on the delivery company’s website.

Special delivery instructions

If you have any special instructions for delivery, such as leaving your parcel with a neighbour, please include them in the ‘special instructions’ section at the checkout. Please note that our couriers will not respond to notes left on doors for security reasons. (Please keep instructions to 90 characters or less).

Collect in person

You are able to collect your order from our premises in Darlington during ordinary working hours. Please e-mail us, or specify within the notes section of the order form if you want to do this. If you have been charged any delivery charges, they will be refunded to you shortly after receiving your order. You can collect your order from:

Gillian Arnold Boutique

10-11 Post House Wynd, Darlington, Co. Durham, DL3 7LU

If you chose to do this, we will contact you to inform you of when your items will be ready to collect, and will notify you of any closures.

How carefully is my order packaged?

We take great care in packaging your order, using the necessary materials according to its weight, size and how fragile it is.

I’ve ordered more than one item. Will I receive all of my items at the same time?

We may send your items in different packages. If for any reason, you have not received your full order please call our freephone customer service line (0800 625 0625)

My order arrived safely but isn’t what I hoped for. What do I do?

My order arrived safely but isn’t what I hoped for. I want to exchange it for another item. What do I do?

Please notify us within 14 days of delivery for a refund or exchange. The item(s) must be unused, be in its original packaging and suitable for re-sale. We recommend that you send your order back to us using a tracked delivery service as we cannot be held responsible for any parcel lost during transit to us. The cost of postage is not covered by Gillian Arnold Ltd . On safe/delivery inspection of the item within 28 days we will arrange an exchange for you. We charge a £5 redelivery charge for exchanging to another item. We include the cost of delivery in the first order made, however, as a small business we are unable to offer free delivery on exchanges of this nature.

I’ve received my order and an item(s) are ‘faulty’. What do I do?

Please contact us by email as soon as possible on mail@gillianarnold.com including a photo and information. We will acknowledge your email and advise you on the best course of action. In most cases we will ask you to return the item to us for an exchange or refund. Gillian Arnold Ltd will provide a pre-paid returns label for use at your local post office. There will be no redelivery charge for the exchange if it’s confirmed that the item is ‘faulty’.

My order was a gift and the receiver would like to change the item. What do I do?

Please confirm details and then as the purchaser of the original item(s) get in touch with us within 14 days to arrange the exchange. Our normal refund/exchange policy applies.

My order was personalised/bespoke. It isn’t what I hoped for. Can I return it for a refund?

Personalised/bespoke items are non returnable unless ‘faulty’. If the item is ‘faulty’ please follow the procedure above for ‘faulty’ items.