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FAQs

How long will my order take to be delivered?

For UK mainland standard delivery orders are delivered within 5 working weekdays. Express UK mainland orders are delivered the next working weekday if ordered before 3pm and economy UK mainland orders are delivered in up to 7 working weekdays depending on order volumes. The transit time of parcels to you will depend on your delivery destination. UK mainland express delivery items are delivered using a next working weekday service. If you require an item for a specific date or event we recommend that you contact us for more information and to discuss your requirements. We cannot guarantee delivery by a specific date unless you discuss your requirements with us.

Which courier or postal service do you use?

Our orders are despatched using Royal Mail second class signed for delivery. On occasion we may need to use a different courier which would be determined by a number of factors including the weight and destination of your parcel. Our website will automatically select the most appropriate service for your order.

What happens if I am out when the parcel is delivered?

All parcels require a signature on delivery, so it is important that you specify a delivery address where there will be someone available to sign for the parcel. If you are out when delivery is attempted the courier will usually leave you a card and Royal Mail parcels will be returned to the delivery office to await your further instructions, delivery will not be reattempted.

Do I have to sign for the parcel?

For your peace of mind and security by default all parcels are insured and despatched using services which require a signature on delivery. If you request that your parcel is left without a signature it is done so at your risk. We will not replace missing parcels under these circumstances.

Can I have delivery to an address other than my card billing address?

Yes, you may specify an alternative delivery address, but this may be subject to further security checks. Your billing address MUST be the address to which your card is registered. Please be aware that if you attempt to use a billing address that is not registered to the card then funds may be reserved in your account, but we will reject your order. Please only place orders using the correct billing address details, we will not be held liable for any attempts to use incorrect details, which may result in numerous reservations of funds on your account. Reserved funds are reserved by your bank in anticipation of your order being accepted, in the event that you use the incorrect details funds will still be reserved but we will not accept your order and cannot release the reserved funds. Reserved funds generally expire within 5 banking days, depending on the card issuer concerned.

How long does it take for my order to be delivered?

Standard UK mainland delivery items are delivered within 3-5 working weekday. We work hard to ensure orders are delivered to you as quickly as possible. Generally, delays to orders are usually caused by third party stock transfers that are out of our control. Please also allow additional time at peak periods such as Christmas and sale times. Orders are despatched in priority and then date order.

Why is delivery outside the UK mainland more expensive?

We work hard to keep delivery costs to a minimum and our systems are designed to select the most appropriate delivery service for your order depending on factors such as weight, value and destination. Unfortunately, delivery costs charged by couriers are often higher when delivery is outside of the UK mainland, hence our delivery costs are also higher to these destinations.

How much does delivery cost?

Delivery costs vary according to the nature of the items ordered. By logging in to your account (with correct delivery address) our website will display the cost of delivery when you add items to your basket. If your delivery country is not listed then the cost of delivery will not be correctly shown, please contact us for further assistance.

Do you deliver overseas?

Yes, we do, we use Royal Mail International Tracked & Signed (please see the table below). Fully tracked with signature on delivery and online delivery confirmation. Delivery is in approximately 3-5 working days.
Please note that all shipments from the UK to destinations outside the UK may be subject to import duties and taxes which are levied by the importing country at the time the shipment arrives in your country. All applicable duties, fees and any additional charges for customs clearance are your, our customers responsibility.

Why does standard delivery take so long?

To keep costs to a minimum standard and economy delivery generally takes advantage of couriers services which are sometimes slightly slower than our express option. Items which are only available for standard delivery are also subject to stock transfers from reserve warehouses, this transfer will generally take between 2 and 5 working weekdays depending on the individual item. If you require an order for a specific date we recommend you contact our customer services team for further advice as we cannot guarantee the exact delivery time or date of any standard or economy delivery order.

Can I specify an exact day or time for my parcel to be delivered?

If you require a timed, Saturday or specific delivery day we offer a tracked service at an additional cost. Please contact our customer services office and we will advise the options available subject to availability.

Do you offer free delivery?

Yes we do on all orders over £40 using standard Royal Mail second class delivery.

How do I know if you have received my return?

When a returned item is received and checked by our team at One Little Company we will update your order status and if you have supplied us with a valid email address we will also email you to confirm receipt of your return. We hope that you are delighted with your purchase from One Little Company. If for any reason you are not completely satisfied with your purchase, please let us know within 30 days and we will be happy to provide an exchange or refund. All returned items for exchange of refund must be in their original, unused condition. Please email our team at enquiries@onelittlecompany.com Heading the email – RETURNS prior to returning an item, as there are occasions when we need to arrange the return beforehand. A detailed breakdown of the returns process which best suits you will be given.

How can I speed up my return?

All returns are processed in the order which they are received. If you require a replacement item urgently we recommend that you place a new order online and return the unwanted item for a refund. This way you won’t have to wait for us to process your return, although you will need to pay in full for the new order.

When will I receive my refund?

Once a returned item has been checked and received on to our systems your refund request will be immediately processed by our customer services team. Your refund will be credited back to the original method of payment. PayPal refunds are generally shown in your account on the following working day, and refunds to debit and credit cards tend to arrive back in to your account within 3-5 days, depending on your bank.

Who pays for the cost of returning items to you?

If a product is required to be sent back to be replaced, then we will refund the delivery cost (we will require the original receipt). If the goods are unwanted as opposed to faulty, we are unable to refund the delivery cost for sending it back. Please remember that until we receive your return the items and their condition are your responsibility.

You must ensure returned items are appropriately packaged to protect them in transit, we also recommend using an insured and traceable postal service to return your items. Unfortunately, we are unable to issue refunds on items which are not returned in a saleable condition or in breach of our terms. Delivery charges are non-refundable, please see our Terms & Conditions for information about cancelling your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have received the benefit of free delivery on your original order we may at our discretion refuse to allow free delivery on an exchange order. If you are returning a possibly faulty item please see below and / or contact us for further advice prior to returning a suspected faulty item.

I think an item may be faulty, what do I do?

Faulty items are rare, if you have a suspected faulty item please email our customer services and indicate that the item is suspected faulty. If returning from outside the UK please contact us for further advice prior to returning the suspected faulty item. Please note in the case of international faulty returns we will refund a maximum of £15 to cover return postage. When you return the item to us please ensure the returns address label is fixed securely to the outside of your parcel and that your packing note or details of your name and address are included inside the returned parcel.
Please note we accept no responsibility for goods in transit until signed for by our returns department, and thus we are not liable for any damage to or loss of the item/s during transit.

Please note that all items are checked on receipt and if found not to be faulty will be returned to you at your cost. Suspected faulty items may need to be returned to the supplier for their expert opinion before we are able to repair or replace the item. If an item is agreed to be faulty we will either repair or replace it in accordance with our Terms & Conditions.

What are your returns and exchange policies?

We hope that you are delighted with your purchase from One Little Company. If for any reason you are not completely satisfied with your purchase, please let us know within 30 days and we will be happy to provide an exchange or refund. All returned items for exchange of refund must be in their original, unused condition. Please email our team at enquiries@onelittlecompany.com Heading the email – RETURNS or EXCHANGE prior to returning an item, as there are occasions when we need to arrange the return beforehand. A detailed breakdown of the returns process which best suits you will be given.

I’m purchasing an item as a Christmas gift, is your returns policy extended?

Yes, customers placing orders between 20th October and 20th December have until the following 10th January to return their goods for exchange or refund. All other orders are subject to our standard returns policy.

Returned items can only be processed via the original order, consequently returns must be made by or in consultation with the original purchaser. Exchange orders may carry an outgoing delivery charge or further payment if a more expensive item has been chosen in exchange. Any additional payments will be charged to the original payment method used unless otherwise specifically specified and therefore needs to be authorised by the original cardholder. The exchange will also be sent to the original delivery undress unless a different address is expressly stated during completion of our online returns process. An order confirmation email containing details of the exchange order will go to the original email address provided; unfortunately, this is automatic and cannot be prevented. Any refunds will be made to the original payment method. We advise that any returns or exchanges of gift items are done in consultation between the recipient and the original purchaser; due to data protection we are only able to discuss details of the order with the original purchaser

Do I need to contact you before I return an item to you?

Yes, Please email our team at enquiries@onelittlecompany.com Heading the email – RETURNS or EXCHANGE prior to returning an item, as there are occasions when we need to arrange the return beforehand. A detailed breakdown of the returns process which best suits you will be given.

How do I order an item?

Browse to the item(s) you require, via our product categories or search facility. Select the colour you require on applicable items by selecting the appropriate options from the drop down boxes. Our site displays current stock availability, so we recommend checking back from time to time on out of stock items or registering an email address for an automatic email notification. If we are aware of the next availability we will list it on the product information page.

Will I receive an invoice?

As many items are purchased as gifts we do not by default enclose an invoice with your order. We will send you an order confirmation by email, which you may use as your receipt. If you would also like an invoice this can email to you by contacting our team or going onto ‘my account’ section of our website.

Will you send me an email to confirm my order?

Providing you have registered a valid email address our systems automatically send you an order confirmation email and an email confirming the despatch of your order; please ensure the email address registered is valid. If you have not received your confirmation email please check your junk mail folder in case the email has been blocked.

How do I cancel my order?

Please submit any cancellation via email to enquiries@onelittlecompany.com

Email cancellations must contain the following: First name, last name, order number, and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions regarding cancelling your order.

Every effort will be made to accommodate the cancellation of your order, providing your order has not been charged and/or shipped out. In the event that a cancellation was submitted, and your order was shipped out after, we will gladly refund the complete balance charged including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund the merchandise total less shipping.

How do I return an order?

We hope that you are delighted with your purchase from One Little Company. If for any reason you are not completely satisfied with your purchase, please let us know within 30 days and we will be happy to provide an exchange or refund. All returned items for exchange of refund must be in their original, unused condition. Please email our team at enquiries@onelittlecompany.com Heading the email – RETURNS prior to returning an item, as there are occasions when we need to arrange the return beforehand. A detailed breakdown of the returns process which best suits you will be given.

Is there any additional information for returning items from overseas?

If returning goods from outside the EU you must attach a customs declaration describing the goods as ‘British Returned Goods’ only. We are unable to refund any import duties or local taxes in relation to returned or exchanged goods. In some circumstances refunds may be available from the local customs office. For further information please contact the relevant customs office directly. In cases where the item is deemed to be faulty we are only able to refund a maximum of £15 return delivery charge occurred. Please note that our pre-paid returns label is for the UK only and should not be used for overseas returns.

I have placed two orders can I combine them?

Unfortunately, orders cannot be combined. Instead simply cancel your existing orders and place a new order for all the items.

Can I add an item to my order?

Unfortunately, orders cannot be edited online, but you may cancel your order and place a new order for all the items you require. Or contact our Customer Services team who will be able to edit your order for you.

Can I delete an item from my order?

Unfortunately, orders cannot be edited online, but you may cancel your order and place a new order for the items you still require. Alternatively, you may contact our customer services team and we will assist you further.

Do I have to pay import duties?

Deliveries outside of the EU maybe subject to the destination countries import duties and other local taxes (e.g. the equivalent of UK VAT). Any such charges are the responsibility of the recipient to pay (as stated in our terms and conditions of sale). We will provide an invoice on the outside of the parcel for the receiving customs office to view. If in any doubt regarding potential import duties or taxes please contact the relevant local customs office for clarification and further guidance. It may be prudent to undertake this prior to placing your order.

Do you accept payment by PayPal?

Yes we do, please select ‘PayPal’ as a payment type in the checkout.

There is a payment problem with my card, what do I do?

Please ensure that your billing address is exactly as registered to your card, i.e. the statement address. Please pay particular attention to the first line of the address and the postal code, ensuring they are correct. Please ensure the correct card type is selected and that you card is authorised for online use. In some instances we may decline to deliver your order to an address other than your registered billing address. If you are using a card issued in a different country you may experience difficulties, please contact your card issuer for further assistance. If you attempt to order with an incorrect billing address your bank may reserve funds on your account but we will not be able to accept your order. Repeated attempts will result in repeated funds reservations. We are unable to debit funds without the correct details so these reservations will be removed by your bank in a few days. Please ensure you use the correct card billing address.

What name will appear on my credit card bill?

One Little Company will appear on your bill.

Is ordering online secure?

Our website and ordering systems use the latest in security techniques to ensure your information remains secure. We know of no instance of fraud resulting from use of our systems. We do not retain your card details.

I’m concerned about entering my card details online, is your site safe and secure?

Our website and ordering systems use the latest in security techniques to ensure your information remains secure. We know of no instance of fraud resulting from use of our systems. We do not retain your card details.

Can I pay cash on delivery?

No sorry this is not possible.

Can you invoice me on delivery?

No sorry this is not possible.

I have just had email confirmation that an item is in stock but when I go to order it your website says it is still out of stock. What’s happening?

If the item is out of stock when you return to the page this means that unfortunately another customer has ordered the item which came in to stock. When requesting an email notification please be aware that there may be a number of customers waiting for the same item. When stock arrives all customers are emailed at the same time, and stock is sold on a first come first served basis. Once you have been sent an email you will need to re register for further notifications.

What if I forget my password?

Don’t worry! From the ‘My Account’ sign in page, click the ‘I’ve forgotten my password’ link and enter your email address. We’ll then send you a new password. Once you’ve got your new password, enter it on the sign in page and from ‘My Account’ you can change the password to one you’ll easily remember.

Can I come back to my order at a later date?

Log into your account before you add the items to your basket – this will automatically store the products into your basket. If you log out of your account and then back into your account the items will remain in your basket until they are either removed or you successfully checkout and pay for them.

How do I log out?

To log out, click the “log out” link next to my account in the top right hand corner. Your personal information is removed from the computer. If you click the Welcome link again, you’ll see the greeting is no longer personalized.

How do I manage the emails I receive?

We’d like all our customers to receive the information they need to make their online shopping experience successful.
As a customer we’ll automatically send you emails confirming your order, when it is despatched and any changes you might make to the order or your personal details. We’ll also contact you in the unlikely event that there’s a problem with the payment or delivery of your order.
In addition, we can keep you up-to-date with special offers and products we think you’ll like. If you want to subscribe to our regular email newsletters, just click the ‘Update communications preferences’ in ‘My Account’.
If you no longer want to receive emails from us, you can click the link at the bottom of the emails we send you to remove your address from our list or change your preference in ‘My Account’.

If the answer to your question is not listed you may prefer to email us at enquiries@onelittlecompany.com or telephone us for more information on: 07774 164381