Terms & Conditions
Methods of PaymentCredit or debit card, via Paypal. We also offer a pro-forma invoice for business customers. Please make your order by telephone or send us a purchase order to have a pro-forma sent to you by return.
PricingUnless otherwise stated all prices include VAT. A VAT invoice can be requested. Please let us know in the notes field if you require a VAT invoice for your goods.
For security reasons, we have capped the maximum online transaction limit to £350. If you need to place a large order, please contact us. An order above this value may also qualify for a discount.
Delivery CostPostage and packaging fees are automatically calculated based on the service selected, or the weight of the products ordered for international orders. This charge will be added to the total which will be confirmed on screen before you finalise any payment. For more details on the postage cost please see our postage table.
All orders will be sent out dreckly.
We at Cornish Whispers want you to be enjoying your new hand made items as soon as is possible although all good things take time, and the majority of our items are made to order, so please allow up to seven working days for delivery of our bespoke custom and personalised items. It is our aim to design, make and despatch every order within two working days of receipt, which is why most of our UK customers are pleased to receive their orders in less than a week.
If you need any products by a specific date, please let us know that date when you place your order and we'll ensure you get your order in good time.
Please call us on 08452 696 452 if you need clarification of a delivery date for your order.
Lost ParcelsIf your order has not arrived and you are concerned that it could be lost in the post, please check with your local post office first before contacting us. A parcel is not classed as lost by the Royal Mail until 15 days have passed. If you have not received your parcel after this time then please contact us so we can make a lost parcel claim on your behalf.
'Not called for'
If a parcel is returned to us as 'Not called for' then a subsidised re-delivery fee of £2.50 will be made to send it out again, or deducted from your payment method if a replacement has been sent.
Damaged ParcelsIf your parcel arrives damaged, then we will send you a replacement, and we may ask you to send us a digital photograph of the damage in order to assess whether the item will need to be returned, and to assist with any Royal mail claim. If the item is to be returned, we will send a freepost return label to return the damaged item. Failure to return the damaged item will result in the full price becoming payable for the replacement goods and charged to your payment method. It is also advisable to obtain a free proof of postage from the post office when returning items to us.
Delayed ParcelsAlthough most of our customers are delighted to receive their orders within a few days, occasionally circumstances outside of our control may cause parcels to be delayed. Express delivery options chosen will ensure that your order will be sent by the priority service. In exceptional circumstances, such as heavy snow or adverse weather conditions (particularly in rural areas) our carriers may experience problems delivering in your area which can cause temporary withdrawal of the special delivery guarantee from Royal mail, or general delays. No postage refunds can be made for delayed parcels due to these circumstances, although if a delayed parcel is no longer required, then it can be returned for a full refund. (Subject to returns policy)
Refund Policy & Returns
Non Personalised Items
We offer a no quibble 14 Day Money back guarantee. *We hope that you love your products and never need to return any, but we totally understand that sometimes such occasions arise, and we are happy to accept returns for any reason.
If you have some things you would like to return, please simply fill in our returns form.
*Not applicable to personalised items, please see below.
We do not charge a re-stocking fee for returns or cancellations.Refunds are given if any part of your order is unavailable. An exchange will be offered for faulty or damaged items & if a replacement is not available then a credit voucher or a refund will be issued.
If the goods are faulty or damaged on arrival, then a replacement sent to you free of charge, however if the goods are unsuitable or no longer required, you must cover the costs of returning the goods back to us and where a refund is required the original delivery charge will not be refunded.
It is the customers responsibility for the safe return of any item being sent back to us. Items sent back to us must include all original packaging, leaflets, booklets, instructions or inserts that were inside when you received it and in the condition it was received. Failure to do this will result in a reduction of any credit issued.
Replacement items will only be sent out after the return of the original item, unless otherwise agreed. Unreturned items will be charged to your original payment method.
We will not exchange or refund goods that are willfully / accidentally damaged, repaired or modified.
All returns, credit notes and refunds offered are down to our discretion.
It is advisable to obtain a free proof of postage from the post office when returning items to us.
Please ensure the accuracy of your spellings of names and personalised messages entered into the website when ordering. Spellings will be reproduced exactly as entered into the website forms, and it is your responsibility to check this is correct when submitting your order to us. You can order a design proof on all of our personalised items, which will give you a further opportunity to check that spellings have been correctly entered on the order, and ensures that you will be entirely happy with the layout and design before it is made. Once a proof has been approved, or if a proof was not requested then changes can not be made to the design after the finished article has been made.
Bespoke tailor made and personalised items may not be returned, but for items damaged in transit, a replacement may be offered upon receipt of proof of the damage.
Stock AvailabilityAny items advertised on our web site should be in stock, and the website should notify you otherwise during the checkout procedure. In the event that we are out of stock of any item ordered, we shall contact you within 2 working days of the date the goods were ordered, to notify you of a likely delivery date or any other options. We may contact you by email or telephone.
You may wait for stock to be replenished, take an alternative product and settle any price difference, receive a credit note or a refund for out of stock items.
We may send alternatives on preferred option choices if the current choice is unavailable - i.e - item colour. If you specificially need to have a certain option then please contact us first to check availability. If no product options are selected, then we will offer a mix of types or colours when available.
Web Site AccuracyWe do try to keep the web-site as up to date as possible and we should be accurate in the information we provide you, but we cannot be held responsible for any displayed information that has since changed after our date of publish. E&OA Apply.
Fraud PreventionWe may require documents of proof of name and address sent to us by email, fax or post before sending any of our orders, particularly for larger transactions and trade orders, we will notify you by email If this is the case.
Your IP address is noted when you make a purchase.
Cornish Whispers takes credit card fraud seriously and will prosecute to the highest degree if such action is made on this site. We hold the right to decline any order we suspect to be fraudulent.
Sometimes we may choose not to process an order, due to lack of proofs or correspondence when further security information is required. Such orders will not be processed and the amount not debited from, or refunded to the card used to make the purchase.
Gift VouchersPlease note - we have 2 types of gift vouchers - traditional paper gift vouchers to be redeemed in our shops, (referred to below as gift vouchers) and vouchers to be redeemed online (referred to as e-vouchers).
1. E-vouchers can be used as payment or part - payment for goods purchased online at www.Cornish Whispers.co.uk, & at any of our partner websites www.toyday.co.uk, www.traditional-toys.co.uk & www.stocking-filler-toys.co.uk.
2. Any unused credit will remain on the e-voucher, and can be used again on future transactions.
3. This e-voucher has an expiry date of 12 month from date of issue and will be honoured at any time during this period providing there is available credit remaining on it. This expiry date may be extended at our discretion.
4. Cornish Whispers E-vouchers have a cash redemption value of 0.001p and are not transferable or assignable.
5. We reserve the right to amend these terms and conditions at any time. Any changes will be published at www.Cornish Whispers.co.uk/shop/info_3.html.
1. Gift vouchers are not valid without an official credit note attached. The number on the credit note, must match that of the gift voucher.
2. If used to purchase goods for less than the value on the voucher in our shop, then change will be in the form of further gift vouchers. Smaller change may be given at our discretion.
3. We regret that we cannot replace lost, stolen, mislaid or damaged gift vouchers.
4. Cornish Whispers gift vouchers have an expiry date of 30 days from date of issue and will be honoured at any time during this period providing it is accompanied with a valid credit note. This expiry date may be extended at our discretion.
5. Gift vouchers have a cash redemption value of 0.001p and are not transferable or assignable.
6. We reserve the right to amend these terms and conditions at any time. Any changes will be published at www.Cornish Whispers.co.uk/shop/info_3.html.