Head Office information
Custard Designs Ltd.
Fir Tree Cottage
Gloucestershire GL15 4RH
Tel. 01600 715492
Company Number: 05117441
What are your customer service opening hours?
If you need to speak to our customer service team call 01600 715492.
Calls are charged at the national rate – please refer to your service provider for more details. Calls will not be recorded for training purposes. Our opening hours are 8.00am – 8.00pm Monday to Friday, 9.00am to 5.00pm on Saturday and 10.00am – 6.00pm Sundays and Bank Holidays.
Can I contact you if I’m not the account holder?
We’re really happy to take general queries about shopping with Custard Designs, however if you are contacting us about an order or an account then you do need to be the account holder.
Standard UK Delivery
Standard deliveries are sent via Royal Mail Signed For 2nd Class and are usually made within 3-5 working days of your order being placed (though we strive to send on the day of purchase).
UK standard delivery is £4.00 if your order is less than £50, or FREE if your order is over £50.
Delivery to the Channel Islands is covered under our Standard service – please see Royal Mail’s website for more information.
Please note, these charges may vary from time to time with promotional activity.
Our products are sent via Royal Mail and will arrive alongside your normal post. In all cases a signature may be required. If you are not around, the postman will try your neighbours; they may try to find a safe, dry place to leave your parcel. Alternatively they’ll leave a calling card with the details on how to re-arrange delivery or where to collect the item. Please note deliveries outside of the UK can take anything up to ten working days and sometimes longer. Check with your local postal service to check if any attempt has been made at delivery as you may have been out when they called.
Can I change the delivery address?
We’re pretty quick at picking and packing your order but pop us an email or give us a call on 01600 715492 up to an hour after you’ve shopped and we’ll endeavour to amend.
A tracked delivery service is available to most of the countries we ship to via Royal Mail Tracked & Signed. International delivery is charged at a flat rate regardless of the size and weight.
Countries qualifying for our Royal Mail Airsure service:
European Union Zones
Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Italy, Latvia ,Luxembourg, Malta, Netherlands, Portugal, Republic of Ireland, Spain and Sweden
Non European Union Zones
Andorra, Azores, Balearic Islands, Canary Islands, Corsica, Faroe Islands, Iceland, Liechtenstein, Madeira, Monaco and Switzerland
Rest of the World
Australia , Brazil, Canada, Hong Kong, Malaysia, Singapore, New Zealand and USA
Items being sent to non-qualifying countries will be sent via Royal Mail’s International Signed For service. Please note tracking is available in the UK, at the point your items leave the UK and in some overseas destinations.
Who will deliver the parcel?
Deliveries will be shipped via Royal Mail. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.
How long will it take?
Delivery will take 4 to 10 working days after despatch. A signature may be required and if you’re not around the driver will leave a card with instructions on how to pick it up.
Can I track my order?
Custard Designs sends items destined for the UK via Royal Mail’s Signed For™ 2nd Class service (or ‘recorded’); it is not actually tracked mail. The difference is that it goes with the regular un-tracked mail, until it reaches the postman at the end of the line – once he has a signature, it’s taken back to the sorting office where it is scanned onto the system as proof of delivery. People often assume that Signed For gives tracking, but it only gives proof of delivery.
Custard Designs can let you have the barcode reference should you wish to track delivery (should you believe it’s been delivered elsewhere and signed-for).
Please email us or call 01600 715492.
Do I have to create an account to shop with you?
No you don’t (you can purchase as a guest) but creating an account is really simple to do and once you’re set up you’ll be able to check out faster, save frequent addresses and track your orders.
I’ve forgotten my password, what now?
You can reset your password by entering your email address on the Forgotten Your Password page. We’ll send you a link so that you can reset it.
Remember your login and passwords are case sensitive.
I’ve requested a new password but haven’t got it yet?
A new password should only take a few minutes to arrive after it has been requested. If you haven’t had it yet try checking your junk mail box in case it has been caught by your spam filters. If you’re sure you’ve given us the right email address and the password reminder isn’t in your junk mail then contact the Customer Service team.
What payment methods can I use?
You can use any of the cards shown in the top right hand corner of this website to pay for your order, via PayPal. We take security very seriously so you can rest assure when you enter any of your details they’ll be safe with us.
Can I place my order by telephone?
Yes, call us on 01600 715492 and we can take your order over the ‘phone. Our opening hours are 8.00am – 8.00pm Monday to Friday, 9.00am to 5.00pm on Saturday and 10.00am – 4.00pm Sunday’s and Bank Holidays. Calls are charged at the national rate although calls from mobile phones may be significantly higher – please refer to your service provider for more details. Calls will not be recorded for training purposes.
My payment won’t go through
Check to make sure that the details on your account are correct. Make sure that you have entered the security code correctly; this is the three digit code on the back of your card. Your card issuer may have declined your payment, but as they don’t tell us the reason for this you should probably check with them. If you have tried all the above, try paying with another card. If you’re still having problems please contact our Customer Service team with as many details as possible including any error messages you’re seeing and we’ll try to resolve the problem for you.
How will I know if you have successfully received my order?
Once the order has been processed a confirmation email will be sent to you. This is usually within a few hours.
Please note that this may go into your junk/spam email folder if you have not shopped with us online before.
Alternatively, you can check the status of your order by logging into your account and then clicking on My Purchase History.
Why has my order been cancelled?
If we have your email address, we’ll always write to let you know that an order has been cancelled and why. It may have failed our security checks or we may not have been able to fulfil your order. If we have taken a payment we will refund it straight away. Otherwise you can email us or call us on 01600 715492.
Can I cancel my order?
You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You can cancel your order up to 1 hour after placing but you’ll need to contact Customer Services to do it.
Can I add to or delete a product from my order?
Once an order’s been placed we are unable to add or delete any products from your order. You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You can cancel your order up to 1 hour after placing but you’ll need to contact Customer Services to do it.
Can I change the size or colour of the item I’ve ordered?
We’re pretty quick at picking and packing your order but pop us an email or give us a call on 01531 650195 up to an hour after you’ve shopped and we’ll endeavour to amend.
There was stock available when I placed the order, why has my order been cancelled?
We aim to fulfil all our orders however sometimes we run out of stock, particularly during busy times like sales.
Please email us or call 01600 715492 and we will refund any payment taken for items not sent.
Part of my order is missing
On occasions we are unable to send all of the items you have ordered. We will send you an email if you are to expect any missing items from your order so please check your mailbox. Some details may also be printed on your despatch note. We will refund any payment taken for items not sent. If you have not received an email from us or if there is no information on your despatch note, please visit our contact us page or call us on 01600 715492 and we resolve the issue for you as quickly as we can.
Where is my order?
If your order has not arrived by the estimated delivery date we’re here to help. Before contacting us it’s worth checking few things first. Email or call us on 01600 715492 to request the Royal Mail Signed For barcode reference – you can then visit Royal Mail’s Track and Trace website to see if it has been delivered elsewhere. Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date. Check with your neighbours. If you weren’t in then the postman may have left the parcel with one of them. Check in any safe area’s the postman may have left your parcel, such as in a porch or garden shed. If you still can’t find your parcel contact Customer Services quoting your order number.
The item I received is faulty
We’re sorry the item you purchased was faulty or broken – we’d like to sort out any issues quickly. As soon as you discover a fault please contact Customer Services with the order number, the faulty item’s name and reference and a description of the fault.
I’ve received the wrong items
We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to put it right as soon as possible. Please contact Customer Services with the order number and the incorrect items names and numbers.
1. What is your returns policy?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 7 days of the date shown on your despatch note. For hygiene reasons, pierced jewellery is non refundable. When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags.
2. How do I return an item?
Please follow the below process for returning your parcel to us:
Re-pack the item in its original packaging with labels and tags still attached.
Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. The Royal Mail Signed For (recorded delivery) service is recommended. Keep your certificate of postage safe as you will need this as your proof of return.
Where should I post my return to?
Please return your order to the following address:
Custard Designs Returns
Fir Tree Cottage
Gloucestershire GL15 4RH
How long to receive my exchange?
Exchanges are usually processed and despatched within a few days of us receiving the goods back. We can exchange items for a different size or colour. You can also exchange items for a different product with the same or lower price as the original item. We’ll refund any difference in price difference. We are unable to exchange items for higher value orders. If the item you have requested isn’t in stock we’ll refund you and send you an email to let you know.
Do I have to pay to return my order?
If you use a carrier or other postal service you’ll need to pay to return your item to Custard Designs.