Shipping policy
Shipping and Returns
At Country Creation we want you to be delighted with your purchase. Before you place an order with us we want you to know exactly how the process works and what to expect. Any surprises should always be nice ones. Please read the following before placing your order. By placing an order you are agreeing to these conditions.
A Natural Product
The Marble that we use for our Coasters, Trivets and Platters is a beautiful, natural, product and as such will have some natural variation in colour and texture. If you order multiple items we will always try to send out items of similar colour and texture however we cannot guarantee a perfect match.
Our marble goes through a tumbling process to give the edges a natural worn look. This process imparts differing degrees of wear to the edges of our marble pieces. If you order multiple items we will always try and match the edges on them but cannot guarantee a perfect match.
Placing your Order
After you have placed your order you will receive an email confirmation. Please check this carefully and let us know if there are any discrepancies. If you have any special requests, please check with us before placing your order using the contact us page.
Delivery Times
We do hold some pieces in stock and would aim to despatch these within one week however for non stock or bespoke items, delivery can be up to two weeks. If the order is urgent please let us know and we will try to prioritise your order. If we are not able to meet a two week window we will advise you when you place your order.
Shipping
We ship smaller items using Royal Mail and larger orders using a Carrier. They place restrictions on where we can send parcels so we are unable to ship to PO Box addresses. Packages to the Scottish Highlands and off shore UK addresses may take a little longer to arrive. Our carriers always ask for a phone number to contact customers in case of any delivery issues. Please can you include this when placing your order. Most carriers will also email tracking details if you provide us with an email address.
Cancellation
For Stock items purchased from our website you may cancel your order at any point up to the goods being despatched. We will refund your full purchase price, including shipping, unless you paid using Paypal where we will deduct the non-refundable transaction fee that we are charged. This is currently £0.20. (Twenty Pence)
For Bespoke items, once you have received your order confirmation your order cannot be cancelled as we are unable to place any manufactured items back into stock.
Faulty or Damaged Goods
We do pack our products as securely as possible but once the parcel leaves us we are dependant on our Carriers to deliver our packages in a safe and secure manner. If your items do arrived damaged or you believe that they have not been described correctly, please notify us through our contact us page within 14 days of the delivery. Please note that we are unable to accept claims for damaged goods after this time. Please email us pictures of the broken item and the packaging using the email address in your order confirmation. We will then send you a replacement for the damaged goods and arrange for a carrier to collect the damaged goods. Please retain your packaging to return your damaged item.
Changed your mind
If you change your mind after you receive your order, you have 14 days from the receipt of the goods to notify us and a further 14 days to return the goods to us. Items must be received in a saleable condition and we suggest that you re-use the original packaging that your order was received in. One we have received the goods back and confirmed their condition, we will refund you the cost of your goods and the original postage using the same card or process with which you made the purchase. The cost of returning the goods back to us is your responsibility. We suggest that you obtain proof of posting if you need to make a return. Please note that we are unable to accept returns on bespoke items unless damaged in transit.
Contact Us
If you need to contact us, please use the link at the top of each page and we will get back to you within 24 hours. Alternatively you can ring us on 01473 652 817 or send you communication to Country Creation, Upper Birches, Folly Lane, Chattisham IP8 3QG.