Customer Service

CUSTOMER SERVICE

If you have any questions on potential, new, or existing orders from Bumblebee Cottage then please send an email to: hello@bumblebeecottage.uk and we will respond as soon as possible. Please have your order number available (as appropriate). We would very pleased to receive comments of a more general nature, particularly ideas as to how we can improve our service. If you are a potential stockist, please get in touch (see our stockists page).

GENERAL

Making a purchase at Bumblebee Cottage has been designed to be as easy as possible. Just browse our website, from any PC, Mac, Tablet device or Smart Phone, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on “Order” and you will be asked for a few details that we need to be able to satisfy the order. All orders are subject to availability of stock. Sometimes we may have to cancel your orders if we are out of stock of items which are discontinued.

Our acceptance of an order takes place on dispatch of the order, at which point the contract will be made. We do not charge VAT.

All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are not held in clear text on any web site and not stored on our website at all.

We use Square to process payments made by credit and debit cards. You may also have noticed that our payment pages are protected by SSL security (a padlock may appear in your browser navigation bar, depending on which browser and version you’re using…) which means data entered on these pages is encrypted when transmitted.

We guarantee your satisfaction. If you have any problems or goods are not delivered to your satisfaction then please do contact us as soon as possible. If you can take pictures of damaged goods upon arrival it’ll help our claim for insurance from Royal Mail. If an item arrives in a less than perfect state, please either refuse to sign for the parcel (it’ll get sent back to us) else sign and clearly state ‘parcel received in damaged condition’.

We don’t always do things right. We like a beer on a Friday night and we are normal human beings. Mistakes can happen. All we ask is that where a mistake is made, or if you feel you’ve had less than perfect customer service from us, to let us know and we will promise to find out what’s been going on and sort things out.

RETURNS

If you haven’t submitted an order to Bumblebee Cottage, you may clear the items in your shopping basket at any time by clicking the ‘Remove’ button next to the product you do not wish to purchase.

If you wish to change or cancel an order that you have made and had an acknowledgement for, please contact us immediately on hello@bumblebeecottage.uk any time between 9am and 5pm, Monday to Friday. Please quote the order number and date the order was placed.

Once we have heard from you that you wish to cancel an order, then assuming we have not dispatched the order, we will ensure that payment will be refunded (if taken). If the goods have already been shipped by us then we will re-credit your credit/debit card, minus the cost of delivery (if any) provided the goods you wish to return are in the same condition as when delivered to you. You will be liable to any charges incurred when returning the goods to Bumblebee Cottage unless the return is as the result of an error on our side. Please allow up to 5 working days for the refund to show on your account (not our doing, banks can take this long to refund).

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully re-saleable condition. Returns should be made within 10 days and in the original, undamaged packaging and sealed. We suggest you use Royal Mail or an equivalent courier service and to reuse the box we used to sned you your order. Before returning any items, please email us at hello@bumblebeecottage.uk and include: order number, and the reason for the return and whether you would like a refund or a replacement.

If you have made an order from outside of the UK mainland, we will not be able to deliver your items as per our Terms and Conditions. If such an order is made, it is NOT an acceptance on our part that we will make delivery and we will endeavour to refund your method of payment immediately with notification of why we could not proceed with your order.

DELIVERY

Please note that we only currently deliver to mainland UK because of insurance issues and difficulties sending glass bottles with liquids in any way other than Royal Mail. If you are on a remote Scottish Island, the Channel Isles or in NI, please contact us by email with what it is you’d like to order (DO NOT include any credit or Debit card details!) because it may well be that we can ship some products to you, albeit at a slightly increased cost using an alternative courier.

Royal Mail delivery is typically between 8am and 6pm but of course, we can’t determine exactly what time a courier may call nor can we offer any guarantees. If you are not going to be in please specify at the payment page where to leave your delivery or when is best to send it and we’ll do our utmost to oblige. We aim to dispatch your order within three working days. We will advise if this is not possible and keep you informed. If you subscribed to receiving order updates by text, then so long as you have entered a correct text number when ordering, you’ll be notified when your parcel is on it’s way to you. Delivery is typically between 1-3 days of dispatch depending on your address and the mood of your local sorting office. So please allow up to 7 days for delivery though we will try and make it quicker. If your order is urgent then please do call or email us.

If you choose the incorrect delivery rate we reserve the right to amend your final total accordingly. Please specify where goods should be left if you are not going to be in to collect and we will mark the dispatch note for the courier accordingly though we cannot guarantee that the postman will act upon it. If you do not specify where items should be left we cannot be held responsible if they are returned to the sorting office. In exceptional circumstances if the total delivery charge incurred by us exceeds the relative value of the order then we will contact you to agree charges.

Our delivery charges are just £3.99 for delivery anywhere on mainland U.K (please contact us for Islands/offshore) regardless of what, or how many items have been ordered. But, if your order totals £30 or more, we will deliver to you free of charge on the U.K Mainland.

In the event of items being returned to us because the courier was unable to deliver due to you not being at home, we shall refund your credit card with the amount of the transaction minus a delivery cost of £3.99 (we would still be charged this by Royal Mail for returning the parcel back to us). You would be able to re-order but you would have to pay for another delivery charge.