FAQ

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

Contact us

SHIPPING INFORMATION

We aim to deliver your order to the place and person of your choice, in perfect condition and in the shortest possible time. The UK and overseas orders will be shipped by Post, Hermes or DX Freight.

All products are made to order and can take up to 5 working days to process

These dates are based on timescales given to us by Royal Mail: 

UK - T48 (tracked 48) delivery within 48 hours - 

International Tracked (EU) – 3 – 5 working days*
International Tracked (ROW) – 5 – 7 working days

These dates are based on timescales given to us by Hermes: 

Tracked 48 hours standard delivery within the UK for £3.95

Next Day delivery for an extra £5.99 (after the lead time)

some overseas orders may incur additional charges due to recent changes within the EU, unfortunately, this is out of our control. 

We are experiencing high volumes of hold-ups and delays at customs for international orders, whilst we apologise for any inconvenience, this is out of our control, and we cannot intervene. 

For delivery to the Channel Islands, Isle of Man, Orkney, Shetland and Scottish Islands, BFPO addresses and the Republic of Ireland, please refer to the terms and conditions page. For the avoidance of doubt, delivery to these locations shall always be made as part of non-standard delivery service. All goods must be signed for by an adult aged 18 years or over on delivery.

Shipping, Delivery & Returns Delivery charges and estimated timescales are detailed in this website and when you place your order. We make every effort to deliver your order within the estimated timescales communicated to you and in any event within 30 days of the date of order (with the exception of Shutters). However postal delays are occasionally inevitable due to unforeseen factors.

The risk of loss and damage to your order passes to you on the date when the goods are delivered or on the date of first attempted delivery by us.

You will be liable for any additional charges arising from attempted deliveries during the normal working day if wrong delivery details are given, the postcode is incorrect, works are closed, or we are unable to obtain a signature.

As every product is personalised, returns will not be accepted unless the fault is ours.

If an order is returned due to unsuccessful delivery, it will only be kept for 60 days from the date of return. You must contact us within this time for your parcel to be resent.

PLEASE BE AWARE CUSTOMERS ARE RESPONSIBLE FOR PAYMENT OF ANY LOCAL CUSTOMS DUTIES AND TAXES.

HOW SHOULD I SEND IT?

All items can be returned during the period of 28 days, please note: we only provide prepaid return label if the item is faulty.

Personalised items can't be return unless they are damaged or faulty. We only offer prepaid return label where it is our fault. 

HOW LONG CAN I KEEP MY ORDER BEFORE RETURNING
You have 28 days to notify us if you wish to return your order, please return your goods to us within 28 days of cancellation.

HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
Returns are usually processed within a few days of us receiving the goods back.

Please allow a further week for a refund to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We'll refund you by the same method as payment (i.e. same card, PayPal)

RETURNS ADDRESS
Any product that has been purchased online and has become faulty must be returned to our warehouse:

Haddow Group Ltd Trading as Lister Cartwright
Listers Mill
Heaton Road
Bradford
BD9 4SH

YOU'VE SENT ME THE WRONG ITEMS
We're only human and on rare occasions, mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible.

Get in touch with us at support@haddowgroup.freshdesk.com and let us know.

THE ITEM I RECEIVED IS FAULTY
If you think the item you have received is faulty get in touch with support@haddowgroup.freshdesk.com and we'll do our best to resolve the issue as soon as possible.

ANYTHING ELSE I NEED TO KNOW?
Certain products we sell may have a slightly different returns policy, but we'll let you know about this in the product description.