Shipping & Returns
Where I ship
Doux Cœur currently ships within the United Kingdom only.
Making time and dispatch
All items are handmade in small batches or made to order.
I aim to dispatch ready-made items within 5 working days of receiving your order. Made-to-order items may take longer, and the estimated timescale will be shown on the product page.
Dispatch time is the time needed to prepare and send your order. Delivery time begins once your order has been dispatched.
Delivery
Delivery costs and estimated delivery times are shown at checkout.
Orders are sent using Royal Mail Tracked 48. Royal Mail aims to deliver within 2–3 working days after dispatch, although delivery times are not guaranteed. Tracking details will be included in your dispatch email.
Unless otherwise agreed, goods will be delivered without undue delay and, in any event, within 30 days of your order being accepted.
Delays, loss or damage in transit
If your order is delayed, lost or arrives damaged, please contact me at melanie.morel@btinternet.com.
Your order remains my responsibility while it is in transit. If it is lost or damaged before delivery, please contact me. I will deal with Royal Mail and arrange a replacement or refund as appropriate.
Change-of-mind cancellations
If you are buying as a consumer, you have the right to cancel most online purchases without giving a reason.
You may cancel from the time your order is accepted until 14 days after the day you receive the goods.
To cancel, please email melanie.morel@btinternet.com. Please include your order number and a clear statement that you wish to cancel.
You may also use the model cancellation form provided below, although you do not have to use it.
Returns after cancellation
If you cancel after receiving your order, please return the goods within 14 days of telling me that you wish to cancel.
I may withhold a refund until the goods are received back, or until you provide evidence that they have been sent back, whichever happens first.
You may inspect the goods as you would in a shop.
If an item has been handled more than necessary and this reduces its value, a deduction may be made from the refund.
Please return the item in the original box where possible. If you no longer have the original box, please use another sturdy box that provides suitable protection during transit. Please do not return the item in a mailing bag or other soft packaging alone.
Return postage
Unless an item is faulty, damaged or not as described, you are responsible for the cost of returning cancelled items.
I recommend using a postal service that provides proof of postage.
If an item is faulty, damaged or not as described, please contact me before returning it so that I can arrange the return with you.
Refunds
Refunds will be made without undue delay.
If you have received the goods, I may withhold the refund until I receive them back, or until you provide evidence that they have been sent back, whichever happens first. The refund will then be made within 14 days.
If there are no goods to return, the refund will be made within 14 days of receiving your cancellation.
Refunds will be made to the original payment method.
Standard delivery charges will also be refunded where the legal cancellation right applies. If you chose a more expensive delivery option than the standard delivery offered, only the cost of the standard delivery option will be refunded.
Faulty, damaged or not as described
Goods must be of satisfactory quality, fit for purpose and as described.
If something arrives faulty, damaged or not as described, please contact me at melanie.morel@btinternet.com so that I can put things right.
This does not affect your statutory rights.
Contact
For returns or order queries, please email melanie.morel@btinternet.com.
Model cancellation form
You do not have to use this form, but you may do so if you wish to cancel your order.
To:
Doux Cœur
Mélanie Morel
21 Gosse Close
Hoddesdon
Hertfordshire
EN11 9FG
United Kingdom
melanie.morel@btinternet.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if this form is sent on paper)
Date: