How to order

Please use the shopping cart order system, telephone us or e-mail us with your enquiry including all your contact details.

Email: Please go to our 'Contact Us' page if you wish to contact us by email

Telephone: +44 (0) 7796 596767

Customer Service Hours

Monday and Friday 9.30am to 6.30pm

Tuesdays, Wednesdays and Thursdays 5pm to 9.30pm ONLY

Saturday 10am to 2.30pm and 4.30pm to 6.30pm

Sunday 11am to 2pm

How to Pay

Our online payment system is PayPal. Through their highly secure credit card payment system they will process your order. When you pay for your order on-line using your credit or debit card your details are encrypted using 128 bit encryption. They are not held in clear text on any web site. We also accept cheques drawn on a UK bank account ONLY, or credit card. Payment must be made and cleared prior to delivery. Please Make Cheques or Postal Orders Payable to: LORRAINE COOPER and send it to Hoo Cottage, Gloucester Road, Tewkesbury, GL20 7DA

Postage

Postage and secure packaging is kept as low and as reasonable as possible. We keep our postage at a minimum and we only ask for additional postage if the value of your order is particularly high and the combined postage and insurance cost is excessive. We often pay more for postage than is charged to the customer but sometimes this is not the case. Therefore, we have tried to make it as fair as possible for everyone by keeping the cost to the customer static and low for the past few years. Our postage charges are as follows:
UK & Channel Islands: £3.50.
Overseas: £6.50.
If your order is in excess of £45 GBP we will request additional postal insurance which will rarely be more than £6.50 and we will invoice you separately for this

Delivery Times

Providing we receive your order and cleared payment before midday through our web site your goods will be sent within 4 working days. Goods paid for by cheque will not be despatched until the payment has cleared. Please allow up to 5 working days after we receive the payment

VAT and Taxes

All prices quoted are in British & pound sterling; and include VAT at 20%

Damage or Loss

All items purchased from Lorraine Miniatures and The Doll's House Store are made pursuant to a shipment contract. This basically means that the risk of loss, damage and title for such items pass to you upon our delivery to the carrier. We do tend to send items or packages over the value of £40 by recorded delivery within the UK and by International Signed For to the rest of the world to ensure that items do not go missing in the post and if they do they can then be tracked and a claim lodged on your behalf.

RETURNS POLICY

We aim to give you complete satisfaction however in the unlikely event that you are not entirely satisfied with your purchase our returns procedure is as follows:

Goods should be returned as sold within 14 days of receipt. We can exchange any goods, send replacements or refund your money providing the goods are returned to us in their original condition and packaging. The returned product must also have the invoice as proof of purchase.

Before returning the goods you must email the following address requesting a refund number and shipping details.

Returning goods is at your risk and expense, we strongly suggest you use a recognised carrier ensuring proof of delivery and insurance of the goods whilst in transit. You will be responsible for cost of return postage. However, we will refund the initial outward postal cost.

We will not return items purchased in error believing that they are full size or a different scale as each item clearly states its scale in its description.

None of the terms above effect your statutory rights as a consumer. Please also note that you have a statutory right to cancel any order at any time within 14 days of ordering.Your rights to return goods are protected under the EU Distance Selling Directive and the 2014 Consumer Contract Regulations which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm