Antique Silver Glass Candle Column

Q. What is your postage cost & where do you post to?

A. Standard shipping is £3.99 for orders under £60.  Orders over £60 get shipping free.  We currently only ship to the UK mainland due to both Brexit and Covid impacts on courier availability and costs.

If you wish to order from outside the UK mainland it may be possible however you would be responsible for the full shipping cost and any customs fees arising from the order.  Please contact us for a quote.

Q. How long is your delivery time?

A. Our maximum delivery time is currently 14 working days however many of the items available on our website are sent directly to you from the supplier and usually arrive much faster.  We also have a fast dispatch collection if you need something for a gift or occasion sooner have a look at that collection.

Q. What if I order a mix of items from fast dispatch collection and other collections?

A. Unless you Contact us or leave a note at checkout advising us that you need certain items faster we will usually wait until all items are ready to be dispatched together to reduce both postage costs and our impact on the environment from packaging materials and the courier vehicle emissions.

Q. How do I tell you what personalisation I want on the items I order?

A. At checkout there is an option to leave a message which when clicked will open a box for you to enter the details in or you can pop us an email with the details to customerservice.TPTOH@gmail.com please include your order number in the email.  Note: Please ensure you check the details you are giving carefully prior to sending as we will enter them exactly as you have told us and refunds or replacements will not be given on grounds of misspelt personalisation when the item matches what you have sent to us. 

Q. I love your handmade items but I want something different design, colour, style wise is that possible?

A. All TPTOH makes and most of the Creative collection makers are happy to work with you to create custom items please contact us and we can talk it through with you and see what we can do.

Q. Part of my order is damaged or missing what do I do?

A. please contact us straight away and include photographs of the damage to the item and the outer packaging as we will ask for these in order to address any issues with the courier company regarding handling of the order.  We will arrange a replacement to be sent out wherever possible however sometimes due to stock levels of the items we may have to offer an alternative item or a refund.

Q. I want to cancel my order or request a refund how do I do this?

A. In the first instance we would ask that you read our refund and returns policy for more details of the process then contact us so we can work with you to resolve any issues and process your cancellation or refund as quickly as possible.

Q. The item I'm ordering is a gift do you offer giftwrapping or could a personal note be included with the delivery?

A. This is possible for items shipped directly from ourselves or handmade items in the creatives collections but not for anything sent directly from suppliers.  Please contact us PRIOR to ordering to discuss this and we will confirm if it is possible for the items you wish to order.