Purchasing Information

How to Order

You may browse the website using the menu on the left of the website or use the product search facility to locate a particular item. When you click on a category, for example, 'FOR HER', a further menu will drop down displaying gift categories, for example, 'Personalised' and 'Anniversary'. Clicking on one of the categories will display gifts within that category. When you see an item that you are interested in, click on the image and a larger image and detailed description of the item will be displayed. Where applicable, you will then be able to enter details of any personalisation and add the item to your shopping bag. Many of our products can be gift wrappedand you can select this option either before you add the product to your shopping bag or within the shopping bag before you proceed to the checkout. If you wish to view the products in your shopping bag, click on SHOPPING BAG at the top of the page. The number of items and total cost at any one time is displayed at the top of the screen. When you have finished shopping, select CHECKOUT and follow the on-screen instructions.

Complete your delivery and credit/debit card details. Your transaction will be processed by WorldPay in a completely secure environment. You will receive an e-mail confirming your order and unique order reference number.

Ordering online is quick, easy and secure. However if you are having any problems, please feel free to email us or call 0845 371 1171.

Your order will be processed more efficiently if you purchase using our website, however, if you prefer, you can call our Orderline on 0845 371 1171. Our Orderline is open 9.00am - 5.30pm Monday to Friday.

If you have a copy of our current brochure, you can post the order form to: Aspen & Fairoak, Norton Fitzwarren, Taunton, Somerset, TA4 1BZ.

You can request a copy of our brochure by using the Contact Us form.

Payment Methods
Online
Payment by World Pay, accepting Visa, Delta, PayPal, MasterCard and most other popular credit/debit cards.

By Phone
Your order will be processed more efficiently if you purchase using our website, however, if you prefer, you can call our Orderline on 0845 371 1171. Our Orderline is open 9.00am - 5.30pm Monday to Friday.

By Post
You can send your order by post, making your cheques payable to 'Small Matters Limited'. Please ensure that you include full details of the products you require and any personalisation. If you have a copy of our current brochure, you can post the order form to: Aspen & Brown, Fairoak, Norton Fitzwarren, Taunton, Somerset, TA4 1BZ. You can request a copy of our brochure by using the Brochure Request form. Any items paid for by cheque will not be despatched until the cheque has cleared.

 

Delivery

FREE UK Mainland Delivery
Delivery (postage and packing) is free of charge on all orders over £25. On orders under £25, delivery costs just £2.95.

Please note that some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our normal delivery services and so we may have to contact you to advise you of extra postal charges.

Free delivery applies to orders going to a single address. For items going to different addresses please go through the ordering and checkout procedure for each address.

Despatch Information
As the majority of non-personalised products are kept in stock, orders received before 2.30pm will be despatched the same day. Orders received after 2.30pm will be despatched the following day. Your order should arrive within 1 to 3 days. Personalised items have varying lead times and these are stated with the product details.

We offer an express service on the majority of our personalised items. Call us FREE on 0800 033 6116 for details.

Your order will be sent by Royal Mail or courier service, depending on the size and value of your order. Please note that our standard UK delivery method is Royal Mail 1st Class and as this is not a guaranteed service, we are unable to guarantee delivery time. If you require your order urgently, we recommend you upgrade to our Express Next Day Guaranteed Delivery service.

Express Next Day Guaranteed Delivery
We offer a guaranteed next day delivery service for orders received before 3.00pm to mainland UK addresses at a cost from £5.95. If you are ordering on a Friday, your order will be delivered on the following Monday. This service is dependant on the size and weight of your order. For all next day delivery orders, please call us on 0800 033 6116 to place your order and we will confirm despatch details and costs.

Please note that a signature will always be required for next day deliveries so wherever possible, please provide an address where the delivery can be accepted. If delivery is not possible, a card will be left and the item returned to the local depot.

International Orders
We do not currently ship outside of the United Kingdom. Many of our customers requiring overseas delivery supply a UK address and organise to have their goods shipped onto their final destination.

Personalised Items
All personalised items are made to order and have varying lead times which are stated with the product details. Please note that all lead times are quoted in 'working days' i.e. excluding weekends and Bank Holidays. If your order includes personalised and non-personalised items, we will normally send your non-personalised items to you immediately and your personalised items will follow. If you would like your personalised items to be sent by a guaranteed courier delivery service, please contact us on 0800 033 6116 and we will be able to take payment for the additional delivery charges.

We offer an express service on the majority of our personalised items. Call us FREE on 0800 033 6116 for details

Any Questions?
Please e-mail us at info@aspenandbrown.com or call our customer services line on 0800 033 6116 if you have any questions relating to our delivery services. Our lines are open between 9am and 5.30pm, Monday to Friday.

Returns

If you are not delighted with your purchase, please do contact us immediately on 0845 371 1171. We will ask you to return the item in its original condition and packaging within 14 days of receipt for a full refund, less delivery costs. Please note that personalised items can only be returned or exchanged if faulty.

If the item is faulty or the delivery incorrect, we will refund any Royal Mail 1st Class return postage costs.

Please return your product by 1st Class Royal Mail (enclosing a note with details of any faults and/or damage where applicable) in its original condition and packaging, and send to:

Aspen & Brown, Returns Dept, Fairoak, Norton Fitzwarren, Taunton, Somerset, TA4 1BZ.

The parcel and its contents are your responsibility until they reach us and we therefore strongly recommend you send them registered post and retain proof of postage, as you will need this to make a claim from the Royal Mail should your package be lost. Please do not return your goods by Royal Mail Special Delivery as we are unable to refund the additional cost of this priority service. If you are in any doubt or have any questions regarding the return of goods, please contact us on 0845 371 1171.

Due to the nature of personalised goods, we are unable to offer refunds on these items as they have no resale value. If you are in any doubt about the suitability of an item, then we recommend that you contact us first on 0845 371 1171 for a fuller description before you decide to make a purchase.

 Website Images and Descriptions

Every care has been taken to ensure that the images and descriptions of products on our website are as accurate as possible and give a fair reflection of the product for sale. As many of our items are hand-made and/or made from natural materials e.g. wood, willow etc, there will be slight variations from item to item. If you have any doubts about the suitability of any product, please contact us prior to ordering.