Purchasing a good quality product takes a certain amount of time. But purchasing a good quality product that involves babies in any way, shape or form takes so long, that by the end of the process, you’re almost unsure whether to bother buying it. Where was it made? Is it safe? Is it age appropriate? Is it actually going to work? Has it been recommended by other mothers? The list is endless. We remember it well.
So, to make your life easier, we’ve tried to pre-empt your questions in advance and answer them as simply and clearly as possible. And if you can’t find the answer to your question, please just email us on email@example.com. We will get back to you as soon as we can.
Q) Are your products safe for babies?
A) Probably the most important question of all. Yes, our products are safe for babies and specifically designed to be put in mouths (babies’, toddlers’ or otherwise)! First and foremost, they are free of any nastiness (by which we mean they are toxin, PVC, BPA, latex, lead and phthalate free) as well as being soft, chewable and durable. They have also been independently tested to ensure that they conform to appropriate EU regulations (EN71 parts1-3 in case you are interested). We even sanitise each and every product before we put it in its box! We’d also like to say they taste great, but they actually taste (and smell) of nothing at all. They are however incredibly easy to clean (we suggest putting them in the dishwasher or a bowl of warm soapy water) and because of the material from which they are made, they do not encourage the growth of bacteria. Finally our necklaces also have a specially made breakaway clasp, designed to pull apart in the event that any excess force is applied (i.e. your baby grabs it and won’t let go).
Our one word of caution however: our necklaces and bracelets are designed to be worn by mothers around babies, not given to babies as a toy (unless they are being closely supervised). Given the nature of necklaces and the ease with which they can become twisted, we would strongly advise that they aren’t worn by children under the age of four. The bangles, however, are perfectly safe to be given directly to babies to use as a teether in the event that you aren’t wearing them, meaning you can put a bangle on for lunch with friends and not worry about packing an additional teething toy!
Q) How long do your products last?
A)Our products are intended to be as durable as possible. We don’t want them falling apart within a couple of weeks! Obviously how long they will last will depend on how much they are chewed, washed and worn, but on average they should still be going strong after six months of continual use. If they aren’t, we want to know about it.
Q) Are the products safe for children to wear as fashion jewellery?
A) There is absolutely no reason why children over the age of four should not wear our jewellery – in fact we would strongly encourage it! In addition, the products are suitable for autistic children, those with sensory issues or any child who simply likes to chew on something!
PURCHASE AND DELIVERY
Q) How does the purchase and delivery process work?
A) As soon as you place an order, you will see an order summary on the screen in front of you, which will include an order number. We will also send you a confirmation email. We will then package and dispatch your product as quickly as possible, but normally within 2 working days. As part of our desire to ensure that your order arrives safely and on time, all our jewellery is sent by first class recorded delivery (free of charge). This means that your goods will be tracked and insured (up to the value of £50) from the moment they leave us until the moment they reach you. Once your order has been dispatched, we will send you an email to that effect, with a tracking number for your peace of mind. You can also see the status of your order if you have registered an account with us, simply by logging in via our website.
If you struggle to place an order online, please email us on firstname.lastname@example.org and we will try to resolve the problem.
Q) Do I need to set up an account to place an order?
A) Whilst setting up an account is worthwhile to enable you to track your orders and (assuming you opt in) to be kept up to date with any special offers, there is no need to do so if you are in a hurry. Just follow the instructions to place an order, but don’t worry about setting up an account at the end. Using the guest checkout function does mean, however, that you’ll need to supply the same basic information each and every time you order, so if you think you might order from us more than once (and we sincerely hope you do!) we encourage you to register an account from the outset. You will be able to set up an account once you have made your first order, simply by entering a password of your choice.
Q) Can I change/cancel my order?
A) It depends how quickly you contact us! Our aim is to dispatch orders as quickly as possible. Therefore, if we receive notification from you that you’d like to change or cancel your order, provided the item hasn’t left our premises, you can either make an exchange or cancel it entirely. The only exception to this is if you want to change the order for something more expensive. In that case, due to the way in which our payment systems operate, we will have to cancel your existing order, give you a refund and ask you to make a new order online.
Q) What happens if my product isn’t delivered?
If you received an email dispatch notice, it means your product has left our premises and is in the hands of the trusty postman. If Royal Mail subsequently delays or loses your order, we will investigate. If it is simply delayed, unfortunately we can only ask for your patience until it arrives (the likelihood being that a new product won’t reach you any quicker). If it is lost, however, we will send you out a new product as quickly as we can (or give you a refund if you prefer) and make an compensation claim against Royal Mail ourselves. You see, it really is a stress-free process for you!
Q) The product I want is sold out – can I be added to a waiting list?
As soon as a product sells out, we will state this clearly on our website. If you are desperate to have that particular design, please email us and we can let you know whether we plan to make any more. Due to the fact that our designs are seasonal, we may not intend to produce any more. However, we suggest you email us anyway because if we do produce more, we will happily place you on a wait list and let you know as soon as we are fully stocked again.
Please note that on very rare occasions, a product listed as being in stock may suddenly run out due to lots of people buying it at the same time. It may be that you purchase and pay for it before we realise. Unfortunately, there is very little we can do about this at the present time. If this does happen, we will email you as soon as we can and offer you a full refund (and our sincere apologies).
Q) Do you deliver outside the UK?
A) Not yet, but we are working on it! We are a new start-up business, and therefore haven’t yet looked into international delivery options. That said, if you live outside the UK and would like to buy one of our products, please email us on email@example.com and we will see what we can do. We hate to disappoint, so if there is some way we can assist, we will. It might just take a bit longer for our products to get to you! Please also be aware that we may have to charge VAT within the EU (at the country of delivery’s prevailing rate) and that you may also be responsible for payment of import duties at the point of entry.
Q) Can I return a product?
A) Of course! We obviously want you to love our product, but if you don’t, we offer a no quibble, 14-day return policy, starting on the day that your product is delivered. However, if you would like to return a product, please ensure that you don’t use the product in any way, or remove any tags. Please also include any original packaging when you return your order.
Q) How do I return a product?
A) If you would like to return a product, please email us at firstname.lastname@example.org quoting the order number and the reason for return (the latter isn’t strictly necessary, but we would like to know if we haven’t fulfilled your expectations). Please also include a note with your name, address, contact details and order number somewhere in the package itself – a post-it note or a scrap of paper will suffice!
Please make sure your order is securely wrapped and then send it back to us at:
Rock of Feather
Please note that you will need to bear the cost of any postage incurred in sending an item back to us, and we can only be liable for it once it reaches our premises. There is unfortunately nothing we can do if the item is lost in transit. We therefore suggest that you return your item by recorded delivery or ask the Post Office to issue you with a certificate of postage.
As soon as we receive your order, we will process a refund within 2-3 working days. Please note however that it may take longer for the refund to appear on your card or bank statement. As soon as we’ve processed the refund, we will send you an email confirmation.
If after 5 working days of returning a product, you have not received a refund confirmation, please email us at email@example.com so that we can investigate.
Q) What about if it is faulty?
A) Our aim is to ensure that every product we send out reaches you in perfect condition. If this is not the case, you have 30 days to return the product to us, and we will send you out another, or give you a full refund. In the event that the faulty product is no longer in stock, we will give you a refund and a £5 credit voucher towards another item.
If the fault occurs after the 30 day period, please email us at firstname.lastname@example.org so that we can discuss the fault and decide the best way forward.
We do ask that you take reasonable care to look after your product. Whilst our jewellery is designed to be hardy and durable, there are circumstances when it might get damaged without actually being faulty. We should know – we both have dogs that love to chew! Please understand that we cannot substitute or refund a product if damage is caused by normal wear and tear or misuse.
Q) Do you offer a gift wrapping service?
A) If you want to buy your product as a gift, we will deliver it directly to the lucky recipient with a personal message from you - contact us on email@example.com with the details. Or we can send it to you to give to them yourself.
Q) Can I return an item I receive as a gift?
A) Unfortunately we can only process a refund to the card or Paypal account that paid for it.
Q) How do I make a complaint?
A) We hope you never have any cause to complain about us, but unfortunately we are only too aware that mistakes do happen. Please bear in mind that we are a brand new start-up business, and it may therefore take us a little while to find our feet. If you have any cause to complain, either about the product itself, its delivery or our service to you in general, please email us in the first instance at firstname.lastname@example.org and we will try to resolve your problem as quickly and efficiently as possible. Our promise to you is that we will work with you in good faith to resolve any kind of dispute and we ask you to do the same with us.
TERMS AND CONDITIONS
Q) Where are your legal terms and conditions?
A) Our terms and conditions are available on our website here.
Q) Who are you?
A) Rock of Feather Limited is a limited liability company. To find out more about the founders and the background to the company itself, please go to the About Us section on our website.