FAQs

Contact and Safety

How do I contact Princess Lavender Ltd ?

All our contact information is on our contact page. If you can’t get hold of us by phone then leave a massage or send an email and we will get back to you as soon as possible. Or you can use our contact form. For a Princess Party Entertainer and Party we are based at Andover in Hampshire and Salisbury in Wiltshire.

Is it safe to shop online at princesslavender.co.uk?

Yes. We use the Secure Socket Layer (SSL) encryption method; your details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows at the bottom of the browser (or if the address of the web page starts with https). This method is the recognised standard for secure transactions. If you have any questions about security, please contact us.

When do I have to log in?

You’ll have to log in when submitting payment or personal details. This ensures your online shopping is safe and secure.

Ordering

 

How do I place an order?

Placing an order on our website is easy just click on the Party Supplies option on our menu. Once you’ve found the product, choose the correct colour and/or size (where relevant) from the options available and click ‘add to basket’ – your product will be added to your CART. Once you have everything in your CART, click ‘CHECKOUT’ to continue to our payment page. Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do.

I don’t have a postcode – how do I place an order with your online?

You can place an order online without needing to add in a postcode, even though the field shows on our site as ‘required’. Simply enter in all your address details, leave the postcode field blank, but (and this is the important bit!) make sure you choose your country correctly from the list of options. This will ensure you can continue with the checkout process successfully and place your order with us.

How can I pay for my order?

We accept PayPal, Credit Cards, Debit Cards, BACS Transfers and Cheques. You will not receive your order until it has been paid for.

Can I cancel or change an order?

Yes. Please contact us to cancel or amend an order. If your item(s) have already been despatched, simply send it back to us following the returns procedure. A cancellation number is available on request, and a letter confirming your cancellation will be sent to you within a week of your order being cancelled. If you wish to change an order, again, this is possible providing your order hasn’t been despatched from the warehouse. Please contact us and we will assist you with your order. This does not affect your statutory rights.

Delivery

Do I have to pay for delivery?

Standard Delivery for over £20 is FREE to UK Mainland and will take up to 5 working days. Standard orders under £20 will be charged a flat rate of £3.  Europe/Worldwide deliveries are charged based on location. For more information about our Delivery options please visit the Delivery Information page.

How long will I have to wait for my order to arrive?

Standard Delivery takes up to 5 working days. Europe and Worldwide deliveries allow up to 10 working days.

What do I do if my order hasn’t been delivered after the specified time?

Late deliveries could be due to a number of reasons. First check to see if your item has already been shipped. Log in to ‘my account’ and click on ‘order status’. If it has left our warehouse, and you feel it’s overdue please contact us.

 

Returns and Exchanges

What is your returns policy?

We hope you are happy with any product purchased, but if you wish to return a product to us for any reason you may do so within 30 days of the despatch date. It must be in a saleable condition and in its original undamaged packaging. We will refund the price or replace the product. We may withhold up to 20% of the purchase price of returned goods if the product or packaging is in such a condition that the item is not fully resaleable. Return delivery charges will only be refunded in the event of faulty or incorrect items. This does not affect your statutory rights.

How do I return an item I have purchased?

Please contact us so we know that you would like to make a return and the reasons why. You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage certificate which are available, free of charge, from the post office. See our Returns page for option on how to make a return.