FAQs
Will the item be exactly as shown on the website?
Every care has been taken to ensure that the items have been photographed to give a true representation of the product.
However, all of the pieces are hand-made and because of the unique nature of each item, slight variations may occur.
What if only some of my order is in stock?
If some of your order consists of made to order items along with stock items (a ‘mixed’ order) we find that it is better to wait until your whole order is with us before sending it out to you – this way you get to try everything on together and all items have the same return deadline.
However, if you do require the items that are in stock sooner, don’t worry. Simple contact us with the details of your order and we will send out your stock items straight away for no extra delivery charge. Please be aware though that the 10 day returns period will become applicable as soon as you receive these items.
If an item's description says 'silver' does this mean it is made from silver?
No. Our item descriptions relate to colour and appearance rather than material. Actual materials are detailed in the 'Info & Care' tab within the product information.
How will my order be packaged?
All items come in the particular designer's box or pouch and is then popped into a protective postal box or bag. Beautiful!
How long do UK deliveries take?
Where items are in stock, we aim to dispatch all orders within 24 hours. Please allow up to 5 working days for Standard Delivery (Recorded Signed For). For our Next Day (Special Delivery) service, please contact us to confirm that it is possible to dispatch your item that day before placing your order. Orders placed on a Saturday, Sunday or a Bank Holiday will be dispatched the next working day. If you live in a remote area, please allow up to 48 hours for this service. 'Made to order' items are dispatched using the delivery service of your choice within 24 hours of receipt of goods into stock.
Who will deliver my order?
At present, the most cost-effective delivery service for us (and therefore for you) is Royal Mail. All orders require a signature upon delivery, but please be advised that Queens & Bowl is not responsible for your parcel once it has been signed for, so choose who can accept your parcels carefully!
Should there be disruption within the Royal Mail service (e.g. strikes), orders will be dispatched via an alternative courier service where appropriate.
Do you ship to 'PO Box' addresses?
We regret that at this time we cannot dispatch parcels to 'PO Box' addresses.
What if my order is delayed?
Should there be a delay with the dispatch of your order we will ensure that you are kept up to date with its progress via the email address you provide. If you choose to cancel your order before it is dispatched you will receive a full refund. Due to Royal Mail guidelines, missing Recorded Signed For parcels cannot be classified as 'lost' until 15 days after posting, so please allow plenty of time for your delivery or choose the Next Day service if your order is urgent. We provide Royal Mail parcel reference codes for every parcel we dispatch to make it easy for you to track your order via the Royal Mail website. If your item is deemed lost by Royal Mail, we will send a replacement free of charge.
Please note: Queens & Bowl cannot be held liable for any delays with your order once it has been dispatched by us.
What if my order is lost?
If your parcel is deemed lost by Royal Mail, a replacement will be sent free of charge. Please contact us to arrange the replacement.
What if I cannot accept delivery?
If your parcel needs to be re-sent for reasons such as (but not limited to): incorrect delivery information, failed delivery attempts or failure to collect from a sorting office, it will be subject to the cost of re-posting the item.
I live outside the UK - how will that affect my delivery?
We are more than happy to supply our beautiful products to brides all over the world and we use the Royal Mail International Signed For service. However, please note that local postal services and customs vary by region and therefore delivery timings stated here are estimates only. Please refer to the Royal Mail website for full information regarding overseas delivery services.
Please also note that your items could be subject to customs taxes on arrival - all such associated costs are the responsibility of the customer and Queens & Bowl cannot be held liable.
Finally, restrictions and special instructions apply to international returns - please see our Returns section for more details.
Do I have to pay delivery if I am exchanging an item?
For international order - yes, unless the item is faulty.
For UK orders, delivery of exchanges for a different size or if the item is faulty (this is very rare, as we check all items before dispatch) is free of charge. In fact, if the item is faulty, we will refund the cost of your Standard Recorded return, up to a value of £5.
If you have simply changed your mind, you will need to pay the return postage but we will still deliver your new item for free.
Who will deliver my order?
At present, the most cost-effective delivery service for us (and therefore for you) is Royal Mail. All orders require a signature upon delivery, but please be advised that Queens & Bowl is not responsible for your parcel once it has been signed for, so choose who can accept your parcels carefully!
Should there be disruption within the Royal Mail service (e.g. strikes), orders will be dispatched via an alternative courier service where appropriate.
Where should I send my return?
Please use the address label provided, but should you lose it, please address your parcel to:
Queens & Bowl
The Old Vicarage
5 Robins Lane
Bramhall
SK7 2PE
What if my return is delayed, damaged or lost?
It's an unfortunate fact of life that parcels do sometimes get lost or get delayed. We strongly recommend that you use a trackable, service (such as Royal Mail Special Delivery), insured for the value of your items, in case your parcel is delayed, damaged or lost.
If your parcel is delayed and it arrives with us outside of our returns period, refunds are made at our discretion, but we will need proof of postage, so please keep this safe.
If your parcel is lost or damaged, we will not be able to provide a refund or exchange, but if you have used a tracked and insured service, then you will be able to claim for the value of your package from the carrier, subject to their terms and conditions. Proof of postage does not cover against these circumstances.
Please remember that once goods are delivered to you, they remain your responsibility until they are returned to us in accordance with our returns policy.
What if I wish to exchange an item for a higher or lower value than my original order?
As part of our security policy, we do not have access to your transactional details. If you wish to exchange an item for one of a higher or lower value, we will contact you to take payment details for the difference (for higher amounts) or to refund the difference (for lower amounts) once we have received your return.
