shipping, delivery & refunds

We want ordering from dot & bert to be as straightforward as possible. Here's everything you need to know about getting your tote and what happens if you change your mind.

shipping & delivery

  • where we deliver

We currently deliver to England, Scotland and Wales only.

  • processing your order

Our totes are made to order, so please allow 3-5 working days, Monday to Friday, for your order to be made and dispatched.

  • delivery options

Royal Mail Tracked 48 - FREE

Our standard delivery service is Royal Mail Tracked 48 and is free on all orders, whether you order one tote or several.

Royal Mail aims to deliver Tracked 48 within 2–3 working days after dispatch. This is a delivery aim rather than a guarantee and can vary depending on your postcode.

Royal Mail Tracked 24 - £1.99

Need it a little sooner? You can upgrade to Tracked 24 at checkout for £1.99.

Royal Mail aims to deliver Tracked 24 on the next working day after dispatch, although delivery times can vary depending on your postcode.

Tracking

All orders are sent with tracking. Once your order has been dispatched, we'll email you your tracking information so you can follow its journey.

  • delayed or missing parcels

If your order hasn't arrived when expected, please contact us first at hello@dotandbert.co.uk and we'll look into it for you.

Royal Mail asks senders to wait until the relevant delivery period has passed before making a claim for a lost item. For Tracked 24 and Tracked 48, this is generally the due date plus 7 working days.

We'll do our best to help get things resolved as quickly as possible.

returns & refunds

We hope you'll love your dot & bert tote, but we understand that sometimes things aren't quite right.

  • changed your mind?

For online orders, you have the legal right to cancel your purchase within 14 days of receiving your order, without needing to give a reason.

If you decide to return an item, please contact us within those 14 days. You'll then have a further 14 days to send the item back.

Returned items should be:

  • Unused
  • Unworn
  • Unwashed
  • In their original condition

Return postage is the responsibility of the customer when returning an item because they've changed their mind.

  • refunds

Once we receive and check your return, we'll process your refund within 7 working days.

Your refund will be made to the original payment method.

  • exchanges

We're happy to offer exchanges on eligible non-personalised items. Please contact us before returning your order so we can arrange this with you.

  • faulty, damaged or incorrect orders

If your tote arrives faulty, damaged or you've received the wrong item, please email hello@dotandbert.co.uk as soon as possible with your order number and photographs of the issue.

We'll put things right for you, including covering the reasonable return postage where appropriate.

You have legal rights regarding faulty or mis-described goods, and nothing in this policy affects those rights.

  • personalised items

Personalised or bespoke products in the future, these may be excluded from the usual 14-day cancellation right where the law allows. Faulty or mis-described personalised items are still covered by your statutory rights.

  • how to return something

Please email hello@dotandbert.co.uk before sending anything back. We'll provide the return instructions and the appropriate return address.

Please don't send a return to an address found elsewhere on our website without contacting us first.

a little note about delivery dates

Delivery times provided by Royal Mail are estimates rather than guaranteed delivery dates. Once your order has been dispatched, the parcel is in Royal Mail's network and occasional delays can happen.

If something doesn't arrive when expected, don't worry -  just get in touch and we'll help you work out what's happened.

Questions?

Email us at hello@dotandbert.co.uk and we'll be happy to help.