Delivery & Returns
Where the products are a 'Tracey Russell' Product we pride ourselves on lovingly making everything to order. If cards only, we aim to have them ready within 2 working days. For the large gift items this may take up to 5 working days.
For 3rd party products, we only sell what we have in stock!
As a big thank you for spending with us, we offer free delivery on greetings card and goods orders of more than £25 free of charge.
For items below £25 we have one standard postage rate of £2.00
These prices are based on Royal Mail's Services. Once the goods have left our responsibility we cannot be liable for the service you receive. The recommended guidelines state that if using 1st Class delivery you should receive your order within 1 day of the goods being posted.
For heavier goods we will use Hermes 2+ day service.
Live Local & Pick Up
Why not consider picking this order up? If you would like to we can deliver your order to a lovely, local tea room nearby. The Quebec Tearoom, 9 Front St, Quebec, Durham DH7 9DF. The tearoom is open Everyday 10am - 4pm , Sunday 10am- 3pm closed Wednesdays. We will notify you once your order is ready to be collected. While your there enjoy their amazing selection of food and drink!
Delivery to EU countries
Standard Delivery - £12.50 or FREE for all orders over £75.
Delivery times vary, but parcels are normally delivered within 7-10 days.
For delivery outside the EU
Please get in touch with us before placing your order.
As our continued effort to use less and less paper and packaging we are no longer sending your goods with a paper dispatch note. As a result we strongly recommend you keep safe a copy of your order confirmation in case you need to return any items.
Firstly, incredibly sorry that you have bought something that you either don’t like or is damaged. Please email us at mailto:firstname.lastname@example.org telling us of what products you would like to return. Please tell us of your order number when doing so. We will provide you an information email in return which we would ask you to print off and return with the goods.
Please return goods in their original packaging and within 30 days of receiving your goods. If the goods are simply unwanted the cost of returning the goods is at the expense of the customer. If the products are faulty, please see below.
Please post to: Tracey Russell Returns, The Cottage, 18 Hilltop, Esh, Durham, DH7 9RL
We recommend that you return the goods via the Royal Mail using a tracked service. Please keep proof of postage, receipt and tracking number. If we don’t receive the return we cannot refund your order!
As well as the refund for the goods, we will also refund the postal cost, we will get this figure from the postal information on the packaging the goods are sent in.
Your refund will be issued within 10 working days of us receiving the goods.
If it is a personalised product that you are wanting to return, unless damaged in transit or misspelt by us I’m sorry but we cannot refund these items. If damaged or misspelt please follow the guidelines above.
If there is a misspelling that is the fault of the customer. With apologies there is nothing we can do regarding this. To replace the product it would have to be a new order.