Terms & Conditions

Welcome to Emma’s Rainbows. We are a small, family-run business and we take great care when preparing and sending every order. We value all of our customers and always aim to provide a friendly and personal service.

By placing an order with Emma’s Rainbows, you agree to these Terms & Conditions.

Orders

Once your order has been placed, we will process it and prepare your items for dispatch.

Please make sure that the delivery address and other details provided at checkout are correct. We cannot be responsible for delays or failed delivery caused by an incorrect or incomplete address supplied by the customer.

If you notice an error in your order details, please contact us as soon as possible.

Payments

We accept payment by manual bank transfer.

For orders over £6, payment can also be made by Stripe or PayPal.

For local collection orders, cash payment may be accepted if this has been agreed with us in advance.

Turnaround and delivery

Our usual turnaround time is 3 working days from the date your order is placed.

During particularly busy periods, there may occasionally be a slight delay. We will always do our best to keep you updated.

Orders are sent using Royal Mail. Delivery times are outside of our control, and we cannot be held responsible for delays caused by the postal service.

If your order has not arrived, please contact us after 7 working days from the date your order was placed, excluding weekends and bank holidays, and we will be happy to look into this for you.

Please note that turnaround time and delivery time are separate. The 3 working day turnaround is the time we need to prepare your order before it is dispatched.

Delivery address and postage

We currently send orders using Royal Mail.

Where applicable, tracking or delivery updates will be provided using the contact details supplied with your order.

Our postage charges include packaging costs and are based on the weight and size of your order.

Our current postage prices are:

• Up to 139g: from £3.00

• 140g to 2kg: from £3.85

• 2.01kg to 10kg: from £7.35

• 10.01kg to 20kg: from £12.00

Postage prices may change from time to time.

Local collection

Local collection is available from our family home.

Please select the local collection option at checkout. Once your order is ready, we will contact you to arrange a suitable collection time.

All collections must be arranged and agreed in advance. Please do not arrive without an agreed collection time.

Returns and cancellations

If you purchase an eligible item online, you may have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason. Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.

Please contact us at [email protected] if you wish to cancel an eligible order, and we will provide you with the return instructions.

Returned items should be sent back in a suitable condition and with their original packaging where possible.

You may be responsible for the cost of returning an item when exercising your cancellation rights, unless the item is faulty, damaged, incorrect or otherwise does not conform to your consumer rights.

Certain products may be excluded from the usual cancellation rights, including some personalised goods and certain sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.

This does not affect your statutory rights.

Faulty, damaged or incorrect items

We are only human, and occasionally mistakes can happen. If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible at [email protected].

Please include your order number and, where possible, a clear photograph of the item and any damage. This will help us investigate the issue and resolve it as quickly as possible.

If you have received the wrong item, please do not use it and keep the original packaging where possible while we look into the issue.

Your statutory rights are not affected by this policy. Goods must be of satisfactory quality, fit for purpose and as described, and consumer rights apply where goods do not meet these requirements.

Damaged parcels

If your order arrives damaged, please contact us as soon as possible and provide photographs of the damaged item and packaging, along with your order number.

Please keep the item and packaging until we have advised you what to do next.

We will investigate the issue and work with you to find an appropriate resolution.

Refunds

Where a refund is due, we will process it using the original payment method where possible.

For cancellations under your statutory cancellation rights, refunds are generally due within 14 days of receiving the returned goods, or earlier where you provide appropriate evidence that the goods have been sent back.

Where an item is faulty, damaged or incorrect, we will discuss the appropriate resolution with you in accordance with your consumer rights.

Product quality

We carefully select the suppliers and products we work with and aim to offer products that meet our own high standards.

We are proud to support other small and family-run businesses wherever possible.

We take care when preparing our own products and orders and always aim to provide our customers with products and service that we are happy to stand behind.

Contact us

If you have any questions about your order, our products or these Terms & Conditions, please contact us at:

Email: [email protected]

We are always happy to help.

Emma’s Rainbows