Delivery & Returns
FREE standard UK delivery on orders over £50
Standard Delivery
3 - 5 days £3.50 for orders under £50
Next day delivery (order by 7pm)
£7.95 for UK delivery Monday to Friday
Returns:
We want you to be delighted with your purchase, but if you are not, you can return any item within 30 days of receipt, provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender (gift card or e-gift card) to the value of the lowest-selling price for the returned goods will be offered. If the goods are faulty, a refund will be offered regardless of proof of purchase.
Returns by Courier or Post:
For courier or post returns, please ensure you complete and enclose the returns slip with the items you are returning. A daytime telephone number and email address is required in case we need to contact you about the return.
Please make sure to include your order number on your returns slip – we cannot process your refund without it.
If you do not have a returns slip, please include a letter with your return containing the following information:
- Your full name
- Order number
- Address
- Email address
- Daytime telephone number
- What you are returning and why
- Your customer number (if possible)
Make sure your items are securely wrapped and use one of the methods outlined below to send your return to the following address:
Black Country Local Ltd t/a Baker Brows/Baker Family Life
Studio P8 Cradley Enterprise Centre Maypole Fields Cradley Heath B63 2QB
You will be notified via e-mail has soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse – if you want to check that your order has been received, please use the tracking provided for your chosen return method.
Returns Policy:
Whether exercising your legal right to cancel, or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of: products that are made to your unique specification or that are personalised for you, such as items bearing your name, initials, or products sealed for health protection, or hygiene purposes once you have unsealed them.
Items that cannot be returned include:
- Toiletries or beauty products if the seals have been broken
- Homeware items candles, reed diffusers, room sprays if used or personalised.
Returning a Gift:
An item that was received by you as a gift can be returned for an exchange or gift tenders (gift cards or e-gift cards). An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased. This does not affect the purchaser's legal rights.
If a gift you receive is faulty, please arrange for the purchaser to contact Lorraine on: 07815778418 (Monday to Friday 9am to 5pm; Saturday 9am to 5pm; Sunday 10am to 4pm), or via email on Lorraine.baker@hotmail.co.uk, and we will order a replacement.
Faulty items:
We are very disappointed on the rare occasions our customers receive a faulty item. Make sure you let us know about the fault so we can make sure other items are not affected. If you have identified the fault within 30 days of purchase, please contact Lorraine on: 07815778418 (Monday to Friday 9am to 5pm; Saturday 9am to 5pm; Sunday 10am to 4pm), or via email on Lorraine.baker@hotmail.co.uk, and we will arrange a return (via our normal procedure), exchange, or refund. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
If a fault develops outside of the 30-day return period, or the item is difficult to package and return, contact us using the above details before you return the item, so we can discuss the fault with you and agree the best way forward. Please take extra care to read any specific care instructions provided with your purchase.
If a gift you receive is faulty, please arrange for the purchaser to contact us using the above details, and we will order a replacement.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender (a gift card or e-gift card) to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.
Your legal right to cancel
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below:
You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.
To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back, or you have supplied evidence of having returned the products to us (whichever is the earliest).
If you are exercising your right to change your mind:
- We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us the appropriate amount.
- The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.