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Delivery and Returns

Delivery

Delivery options are unique to each of our sellers. Delivery costs for each product are displayed in the cart. Each item is shipped directly by the seller of that product.

All our sellers offer flat rate standard shipping depending on the size of the product.

Multiple products of the same size from the same seller won’t increase the delivery cost. You can see the total delivery cost on the checkout page.

Please note that personalised, bespoke and made-to-order products may take up to 30 days to make.

All our sellers offer flat rate standard shipping depending on the size of the product.

Returns

For most products, you have 14 days to notify the Partner – the small business who created your items – if you want to return or exchange the item and another 14 days to send them back. The return period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancellable goods (there’s a guide below to help you see what’s cancellable and what isn’t).

How to cancel your order, or return or exchange a product

1. Contact the Partner to let them know that you wish to cancel your order, or return or exchange a product by either using the contact information on your delivery note or by contacting jade@learningbugs.co.uk
The cost of return postage will be at your expense unless the goods are faulty or the Partner – the small business that made or sourced your order – offers a ‘free returns’ service.
b. asking us to do this on your behalf – note that this may add a delay with the extra step added to the process

2. If already received, package the item up and send it back to the Partner within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

3. As the seller’s payment agent, we will process the refund directly to your payment card, in no more than:
a. 14 days after the day the product is received by the Partner; or
b. if earlier, 14 days after the date you provide evidence that you have returned the product to the Partner; or
c. if there were no goods supplied, 14 days after the day on which you informed the Partner or us (via Step 1 above) about your decision to cancel your order.

Please don’t destroy or throw away any product and where relevant the external packaging, even if it’s faulty, before you’ve spoken to the Partner and agreed that doing so won’t affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Partner ).

Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.

All Partners comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us by submitting a request to speak to our customer service team.

Extended returns

All cancellable goods received between 1 November and 21 December 2019 (inclusive) can be returned in their original condition at any time before 19 January 2020. For all cancellable goods purchased on 22 December 2019 or after, our 28-day returns policy applies.

What you can’t send back

Unfortunately, some items are non-cancellable and non-refundable:
Anything that’s made to your specific requirements (i.e.: outside of standard customisation options offered by the Partner to all customers), is personalised or otherwise can’t be resold due to a bespoke element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

How do I cancel my order?

If your order hasn’t been accepted or dispatched just yet, the best thing to do is contact the Partner – the small business that made or sourced your order – to let them know that you wish to cancel the order by contacting us at jade@learningbugs.co.uk

When will I be refunded?

Refunds or exchanges will be made to you within 14 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in our returns guidelines.

As the Partner’s payment agent, we will process the refund directly to your payment card, in no more than:

1. 14 days after the day the product is received by the seller; or

2. if earlier, 14 days after the date you provide evidence that you have returned the product to the Partner; or

3. if there were no goods supplied, 14 days after the day on which you informed the Partner or us about your decision to cancel your order

Have my orders been received?

For information about whether items have been received by the Partner (the small business who created or sourced it) use the contact information provided by jade@learningbugs.co.uk

My order arrived faulty

We hope that every purchase will reach you in a perfect condition but in the rare case it doesn’t, please get in touch with the Partner to let them know. Our Partners are the small creative businesses who sell through Learning Bugs.

My orders

You can find the option to contact the relevant Partner in the confirmation email you received when ordering.

It’s necessary to include as much information as you can about the issue and if possible also provide some pictures that show any damage to the product and where relevant, the external packaging. Please don’t destroy or throw away any product or packaging, even if it’s faulty, before you’ve spoken to the Partner and agreed that doing so won’t affect any refund you may be entitled to.

Our Partners aim to respond to all enquiries within 24 hours and will let you know how best to proceed. Should you still require assistance after contacting the Partner, please do contact us directly.

Can I return any order purchased from the site

Unfortunately, some items are non-cancellable and non-refundable:
Anything that’s made to your specific requirements (i.e.: outside of standard customisation options offered by the Partner to all customers), is personalised or otherwise can’t be resold due to a bespoke element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics
Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancellable or non-cancellable before ordering.

My Item is personalised but I don’t like it

If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. See our returns policy for more information. We always try to ensure that the images of products on our website are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.

You can always contact the Partner – the small business that made your item – to ask them questions or ask for their advice on how best to proceed if you have an issue. They should respond to you directly, usually within 24 hours. To receive and respond to their messages please log into your account, visit the ‘my orders’ section and use the ‘Contact the seller’ button, or just follow the link below to log in:

I have a complaint about a purchase

The terms in place between us and our Partners make it clear that no product should be uploaded to the site or offered for sale or supply if it’s unlawful in any way. This includes a requirement that all items meet relevant standards in respect of their manufacture and are fairly sold.

We pride ourselves on being able to provide customers with full, complete and accurate product descriptions so that they can make informed decisions about whether or not to buy something. If the description didn’t live up to your expectations, or you felt it was misleading in any way please contact the Partner by logging into your account, visit the ‘my orders’ section and use the ‘Contact the seller’ button or just head to my orders.

You can also find the option to contact the relevant Partners in the confirmation email you received when ordering, but of course if you still require assistance after contacting the Partner, please get in touch with us directly and we’ll be more than happy to help.

Are return costs reimbursed?

The cost of return postage will be at your expense unless the goods are faulty or the Partner – the small business that made or sourced your order – offers a ‘free returns’ service.

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