Here at Emma’s RainBows we strive for excellence. We value every one of our customers and try to give you the best service you deserve. We add little personal touches in your order to make sure you have a fantastic experience. We are fully insured and all our toys used in the bath range have the UKCA mark and C.E mark. All our suppliers are family run businesses and we test all our products before selling to you our customers to ensure you recieve the best quailty product.
Sadly due to the products being handmade we do not accept returns or refunds. Due to hygiene reasons, we are unable to return or exchange accessories like hair bows, dickie bows, headbands with the exception of any damages upon arrival. Please ensure you check your order before you checkout to ensure your happy with your order. We cannot accept returns on any item that has been personalised and made to order. Unless there is a fault or a name error made on our behalf at Emma’s Rainbows. Please make sure to check spellings, grammar and punctuation before submitting a personalised order.
If for any reason your item has become damaged in the post or transit you must show me proof within 48hours of you receiving your order, so I can resolve the issue with you. You may contact me via email [email protected].
A refund than maybe considered and given under these circumstances only. However you must return the item in the packaging it was received in order for me to process the claim. You are responsible for the cost of returning the goods and a refund of the postage will be considered depending on the circumstances. Please keep postage receipts for reference. Only once I have received the item will your claim be processed. You have 14 days to send the item to me. Any items you have opened will not under no circumstances be refunded.
Faulty or wrong item.
I am after all only human and mistakes do sometimes happen. If you do receive the wrong product please do not open or remove label or packaging. Upon receiving your order if you notice the wrong product has been received please contact me within 48 hours so I can arrange a replacement to be sent. I may ask for proof to support your claim.
Delivery information and timescales
Excluding any wooden item, Emma’s RainBows work on a 3-7 working day delivery policy. However we aim to have your items packaged and out for dispatch before that. Please be mindful that I can not be responsible for any delays with the postal service I use, which is royal mail.
Please only contact us once it has past the 7 working days from the day you placed your order, which doesn’t include weekends or bank holidays.
Wooden orders have a turn around time from 3 to 5 weeks. Time your order takes depends on a few factors. The size of your order and the influx of orders I have received. I do not keep stock in of wooden items and it is all handmade to order therefore timescales do reflect this. Seasonal times like Christmas and Easter are my busiest time of year. I do ensure I keep customers up to date throughout the process. To make the process smoother please ensure I have the correct contact details so I can keep you updated. I will not rush orders under any circumstances this is to ensure you receive a product that is of high quality.
You are more than welcome to collect your order from our collection address, please select collection at checkout for this option.
If you choose to collect your order from Emma’s RainBows please contact us to arrange a time that is suitable for yourself. Please do not just turn up to collect your order without a time agreed.
Orders & Payments
Once you have placed your order with us, we will check the products and package them ready for dispatch. We will ship to the address which you provide on your order. Please ensure the address is correct as we cannot be held responsible for parcels being sent to the wrong address. We send all parcels signed for 2nd class via royal mail. With this in mind please ensure at the time of ordering someone will be in to sign for your parcel. Alternatively you are more than welcome to leave us your work address if you provide us with it at checkout. If you leave your email address we can update you with delivery updates and tracking. Parcels are sent 2nd class signed for and can take up to 3 working days.
Postage prices includes packaging and the size of the product is also taken into account. The postage prices therefore as followed;
Up to 139g will be packaged into a pip box sent signed for via royal mail £3.00
140g to 2kg will be packaged into a small box and sent 2nd class signed for via royal mail £4.65
2.01kg to 10kg will be packaged into a medium box and sent 2nd class signed for via royal mail £8.25
10.01kg to 20kg will be packaged into a medium box and sent 2nd class signed for via royal mail £11.75
We accept payment via manual bank transfer. If order value is over £6 payment can be made via stripe, or paypal.
If you have any further questions don’t hesitate to contact me.
Emma’s RainBows. X