Workshop time
1–3 working days
We prepare small-batch orders before they leave the Glen.
From the workshop to your door
Shipping & Returns
Delivery times, tracking, returns and what to do when a parcel takes an unexpected wander through the heather.
Read the trail mapThe useful bits first
At a Glance
The short trail before the longer map.
Free delivery
Orders over £50
Applied automatically to standard UK delivery at checkout.
Change of mind
14 days to tell us
For eligible online purchases, starting the day after delivery.
Current territory
United Kingdom
The present checkout accepts UK delivery addresses only.
Policy last reviewed: . Your statutory rights are not affected.
Choosing the road
UK Delivery
Delivery estimates begin after dispatch, not from the moment an order is placed. Working days normally exclude weekends and public holidays.
The exact service, price and any free-delivery offer are shown before you pay. During busy periods or severe weather, the Glen gate can creak a little slower.
Orders containing several items may be held until the full order is ready to travel together.
Service
Estimate after dispatch
Current price
Standard tracked deliveryOur everyday route
2–4 working daysTracking supplied where available
£3.95Free over £50
Express tracked deliveryThe quicker hill path
1–2 working daysNot a guaranteed next-day service
£5.95Shown separately at checkout
A parcel’s journey
From Bench to Doorstep
Four stages, one label, and hopefully no arguments with the courier.
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01
Order Received
Your order enters the workshop ledger and you receive an order confirmation.
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02
Prepared Carefully
The Clan gathers, checks and packs your chosen provisions.
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03
Dispatched
A dispatch message is sent with tracking information where the service provides it.
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04
Delivered
The parcel reaches its destination and the Wee Free Men stop asking where it went.
When the trail goes sideways
What Happened to My Parcel?
Select the closest description and we’ll point you towards the right next step.
Recommended next step
Check the tracking trail
Allow the full delivery estimate after dispatch, then check the courier tracking for an attempted delivery or local delay. If it has not moved for several working days, send us your order number.
Send a RavenSending something back
Returns & Cancellations
For most eligible online purchases, you can tell us you wish to cancel within 14 days of receiving the goods. You then have a further 14 days to send them back.
Please contact us before posting anything. We will confirm the return address, the safest packing method and the details to include inside the parcel.
Sealed products
Where a product is sealed for health-protection or hygiene reasons, the normal change-of-mind cancellation right may not apply after that seal has been broken. This does not remove your rights if an item is faulty, damaged, misdescribed or incorrect.
Return trail
Four sensible steps
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1
Tell us
Send your order number and the reason for the return.
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2
Wait for instructions
We will confirm the correct return address and what to include.
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3
Pack it safely
Use suitable protective packaging and keep proof of postage.
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4
Refund reviewed
We inspect the return and process any amount due to the original payment method.
Who carries which sack?
Return Costs & Refunds
Different problems follow different paths.
You normally pay return postage
For an eligible change-of-mind return, the customer is normally responsible for the direct cost of sending the goods back. Use a service that provides proof of postage.
We put it right
If an item is faulty, damaged on arrival, incorrect or missing, contact us before returning it. We may request photographs and will explain the appropriate remedy and return arrangement.
Within the legal timetable
Eligible cancellation refunds are made without undue delay and no later than 14 days after we receive the goods back, or after you provide evidence that they were sent back, where applicable.
Basic delivery is included
For a valid full-order cancellation, the refund includes the cost of the least expensive standard delivery option offered. Any extra paid for a premium service is not normally refundable.
Place this information in your message
Return Checklist
- Your full name
- Order number
- Item or items concerned
- Reason for contacting us
- Photographs if damaged or incorrect
- Preferred resolution, where relevant
Do not send products back until the return address has been confirmed.
A clean paper trail
Keep the Evidence
Keep your order confirmation, correspondence, photographs and proof of return postage until the matter is complete. A tracked service is recommended for valuable parcels.
Please remove or cover any old labels if you reuse packaging. Do not include card details, passwords or unnecessary medical information in the parcel or message.
Asked beside the post box
Shipping Questions
Answers to the things parcels most commonly cause humans to wonder about.
Visit the full FAQContact us immediately. We may be able to correct the address before dispatch, but an address cannot usually be changed once the parcel has entered the courier network.
Check safe places, household members, neighbours and any delivery photograph first. Then contact the courier and send us your order number so the delivery can be investigated.
Not through the current checkout. Cross-border CBD rules and carrier restrictions vary, so international delivery should not be promised until each destination has been checked.
An opened health-protection or hygiene seal may remove the normal change-of-mind right. Contact us regardless if the product is faulty, damaged, incorrect or not as described.
Contact us immediately. If a parcel is returned because the address supplied was incomplete or incorrect, a further delivery charge may be required before it is sent again.
Still lost in the fog?
Send the Workshop Your Order Number
Tell us what happened and the Clan will follow the paper trail.