Felt Mouse With Tree

Can I track my order?

You can follow the status of your order within your account online.

Once your order has been despatched, you will receive an email from us confirming shipment.

Your email will include a tracking link and your tracking number. You may need to copy your tracking number and paste it, once you have clicked on the tracking portal.

How do I place an order?

Online – You can place your order online 24 hours a day, 7 days a week. If you have an account with us, log in to into your account and start shopping.

If you are a new customer, you will have the option to create an account or to checkout as a guest. We would recommend to create an account as this will allow you to keep an eye on the status of your order and view your order history.

Phone – You can place your order over the phone by calling our shop on 01799 520056 lines are open 9 to 5 Monday to Saturday.

Can I change my delivery address once I’ve placed an order?

Yes, normally this can be sorted. Please ring 01799 520056.

Can I add an extra item to my order?

As long as your other order has not been dispatched, we can arrange this – it is usually easiest to ring 01799 520056 to confirm, and the shop can process your second order at the same time.

My payment has been refused, what should I do?

If your transaction is declined during the online ordering process, please follow the instructions on screen. Check the information you have entered and try again, or alternatively please try another method of payment.

If you are placing a high value order, please note that banks may occasionally put a hold on an authorisation as a security measure until they have received confirmation of the authenticity of the transaction from the card holder.

My chosen product is on pre-order, when will I be charged?

Your total order value will be charged on completing checkout, including products which are out of stock and on order.

Can I order an item that is out of stock?

You will be able to pre-order this item (we recommend ordering as soon as possible to avoid disappointment). Your transaction will be charged at point of order. In the rare event that we can no longer source the item on pre-order, we will contact you as soon as we know.

What happens if I receive a faulty or damaged item?

Damaged/Faulty Goods

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 3 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

You will need to send us a picture of the damaged/faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage/fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage/fault, we will refund your return cost and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage/fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please call us on 01799 520056 or email shop@angelareed.co.uk so that we can arrange a free return/collection for you.

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimers on product variation due to their handmade nature.

The product I have received is not 100% identical to the picture online, why?

Lots of our products are handmade, have natural imperfections and/or a unique finish, shape, colour or texture and may vary from the picture you see on our website/between products if you order more than one. Dimensions may also vary slightly. We do try to communicate this on the products where its particularly relevant, but it is common to most of our product.

What is your returns policy?

Please see our returns page here.

I live close to your shop, can I collect or return to there?

Absolutely. If you live close to one of our shops, you are more than welcome to collect your order from us directly to avoid any delivery charges, or return your item to us, to avoid any return charges.

For new purchases, please select collect in-store on checkout.

For returns, please ring the shop before you arrive.

For in-stock, non-bulky items, delivery is usually 1-2 working days.

For larger items such as furniture, lights, mirrors and other fragile items, we usual special couriers, details of which are available here. Delivery in these instances is usually within 1-2 weeks.

Please see our returns page here.

Payment via Klarna is available.

For more info visit our Klarna FAQ's page HERE.