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FAQs

If you need help, we have a list of frequently asked questions and answers. We strive to give you the best buying experience possible. Click a question below to view the answer.

General

Do I need to register to place an order?

No. You can enter your details and check out as a guest.

How do I know if a product is in stock?

All of our products are handmade and unique, so stock levels can change frequently. We make every effort to display current and accurate product inventory online. If you order an item and the availability changes, we will contact you directly as soon as this happens.

What are your delivery costs?

Information on UK delivery costs can be found here. For all non-UK deliveries, please contact our Customer Services team for a quote.

Do I qualify for free delivery?

All UK orders over the price of £75 will receive free standard shipping (excluding furniture).

Do you offer worldwide shipping?

Yes, we offer worldwide shipping. Please contact our Customer Services team for a custom quote based on purchased and delivery destination.

Do you charge extra for furniture delivery?

Some furniture items incur additional delivery charges, based on size and weight. If this is the case, we will let you know.

Can you deliver to an address other than my billing address?

Your delivery address does not have to match your billing address. You can chose where you have your items delivered i.e. home, work, or a family member's address.

How do I track my order?

All smaller UK orders are sent out via Royal Mail untracked, larger orders will be sent via a tracked courier and we will provide tracking details on your dispatch email. All UK Next Day Delivery and international orders are also sent out via a tracked courier, you can track your order using your tracking number on your dispatch confirmation email.

Which forms of payment do you accept?

We accept the following methods of payment: Bacs transfer, MasterCard, American Express, Delta, Solo, Visa Electron and PayPal.

When will I receive my order?

We work diligently to ship all orders in a timely manner. We aim to dispatch all orders received before 12 pm, the same day the order is received.
On all UK standard deliveries, please allow up to 3 working days to receive your order.
On all UK next day deliveries, please allow one working day to receive your order.
Orders received after 12 pm will be dispatched the following working day.
Please note, orders will not be dispatched after 2pm Friday, over the weekend, or on Bank Holidays.
For all international deliveries, please contact us directly prior to ordering for delivery times.

What is your next day delivery cut off?

Our UK next day delivery cut off is 12 pm.

An item is missing from my order, what do I do?

Check your dispatch note first (the form inside your parcel) to see a list of the exact items that should have been delivered. If something is listed, but not in your parcel, please contact our Customer Service team.

An item is broken/damaged in my order, what do I do?

We carefully inspect your order prior to shipment and aim to pack all items as carefully as possible. Unfortunately, occasionally some of our more delicate items can be damaged in transit. If an item arrives broken or damaged, please contact our Customer Service team to arrange a replacement

I'm having technical problems, what do I do?

Contact us and we'll be glad to help.

Can I open a trade account?

Of course. Click here to apply for a trade account.

Are you fair trade?

Yes. All of our items are 100% fair trade. We are proud members of the British Association for Fair Trade Shops (BAFTS), for more information please visit their

How do I follow you on social media?

We'd love you to follow us on social media! Click on the social media icons at the bottom of the page.

I have some feedback, who should I contact?

We are constantly aiming to improve ourselves and welcome any feedback. Please email hello@dassie.co.uk and allow up to 24 hours for a response.

Products

My order has arrived but one of the items does not look the same as it does on the website?

Due to the handmade nature of our products, each product is truly unique, which is something we celebrate as artistry. If you are unhappy with an item you have received, please follow our usual returns procedure.

Do you do custom orders? For example, different frame colour/sizes?

Unfortunately we are unable to offer custom orders at this time.

What is the Beer Bread sell by date?

Our Beer Bread typically has a nine month shelf life. Please check your individual pack for an exact date

Do you need a bread maker for the Beer Bread?

No bread maker is required for our Beer Bread, the beer does all the hard work for you!

What seeds are in the cards?

Our Herb mix consists of a mixture of Basil and Wild Rocket seeds.
Our Flower mix consists of a mixture of Alyssum and Poppy seeds.

Do the seeds have an expiry date?

The seeds should be planted within one year.

Are you ceramics oven, microwave and dishwasher safe?

Yes, all our ceramics are oven, microwave and dishwasher safe.

Returns

How do I cancel my order?

Please contact our Customer Service team to cancel an order and prevent shipment. If an order has already been sent down to our warehouse to be dispatched, you will need to follow normal returns procedure.

What is your returns policy and how do I return something?

Please visit our Refunds & Exchanges page for full returns policy.

How long will my refund take?

Once we have received the item(s) and confirm it is in its original condition with original packaging and tags, we will issue a refund. Typically, refunds appear on your credit card statement within 3-5 working days.