FREQUENTLY ASKED QUESTIONS

    PAYMENT

    What payment methods do you accept?

    We accept the following credit cards: Visa, MasterCard, American Express, Maestro.  We also accept Shop Pay, Apple Pay and Google Pay.  We only take payment once your order has been shipped.  We also accept payment by PayPal or Amazon Pay.  If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment.  You’ll then be directed back to our merchant website once your transaction is complete.

    Where is my refund?

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    For more information, please visit our "Returns and Exchanges" page.

    ORDERING & DELIVERY

    Can I place an order without creating an account?

    Yes.  You can place an order as a guest with no obligation to create an account.  We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.  It’s quick and easy to create an account. Just scroll to the bottom of our website and add your email into the Newsletter sign up box.  We will not spam you with hundreds of emails, but will send you updates and special offers from time to time.  You can unsubscribe at any time.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@beanandbemble.com just in case there’s a problem with your order.  Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    Why has my order been cancelled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel.  Please accept our apologies if your order is cancelled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

    How do I cancel my order?

    There is often only a short amount of time between when you place your order and when we start processing it.  If you contact us straight away after ordering, via hello@beanandbemble.com, we may be able to cancel your order before it’s processed.  This is especially important if your order includes custom designs or custom made items.  Once we are in the process of designing or making your order, unfortunately we are unable to offer a refund.

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it.  If you need to order a greater quantity or an additional product, please place a new order online.  If you ordered an item by mistake, please contact hello@beanandbemble.com urgently to discuss this.

    Lead times - When will my order arrive?

    Giclée Prints - Approximate time before dispatch is 2-4 working days.  Usually posted using a 24 or 48 hour delivery service.

    Giant Floor Cushions - These are handmade to order in the UK.  Delivery will take between 5 to 6 weeks from confirmation of order.

    Cushions and Lampshades - Due to the nature of bespoke lampshades and cushion orders, delivery will take between 5 to 6 weeks from confirmation of order (depending on the date of the month your order is placed and when the next print run is).  Should you require a swifter turnaround time please email us at hello@beanandbemble.com to discuss and we will do our utmost to meet your needs.

    Stock items - Cards & Wrap, Melamine Placemats, Coasters and Chopping Boards, Cosmetic Bags, Aprons and Tea Towels - Usually dispatched within 3-4 working days.

    Personalised Art Prints - We aim to send a first proof within 4-5 working days.  After approval of the proof and any changes have been made and approved, we aim to print and post within 2-3 days, although usually this will be quicker.  Ideally, please allow 14 days if your order is for a gift.  Again, please contact us if you need your item faster and we will do our best to help.

    What countries do you ship to?

    Currently our website is only set up for UK shipping however we are happy to ship to most destinations.  We will be adding International delivery options to the website very soon.  In the meantime, if you would like a quote for shipping outside the UK please contact us by emailing hello@beanandbemble.com and we will arrange a personalised quote.  We are also happy to post to an Aramex / Shop and Ship address if you are overseas.

    How much is shipping?

    UK Postal costs are based on the total weight of your order.  Our UK delivery charges start from £2.95.  In stock items are usually dispatched within 48 hours of the order being placed.  Please see specific delivery prices and lead times below.

    £3.95 - Small orders that can be sent as a "Large Letter" - for example orders consisting of one or two Greeting cards, a single coaster set, and single A4 sized personalised art and quote prints.  Should your order exceed 750g, this will need to be sent as a parcel and the delivery charge will increase as below.

    £5.95 - Orders weighing between 750g and 2kg.

    £12.95 - Orders totalling 2kg - 5kg in weight, including those with heavy or bulky items such as placemat sets.

    £18 - Orders weighing 5kg - 10kg

    £30 - Orders weighing 10kg - 20kg

    Please contact us for a quote for international shipping outside the United Kingdom.

    Can I track my order?

    Yes. We use a 48 hour (or on occasion 24 hour) tracked Royal Mail postal service.

    GIFTS

    Can I order an item as a gift?

    Yes absolutely!  Our products make great gifts.  If you would like your order shipped straight to the gift recipient, please add their address as the shipping address, and provide the billing address seperately.  To let us know that this is a gift, please reply to the order confirmation email from hello@beanandbemble.com and then we can send the item directly to the gift recipient with no pricing information.  If you would like a gift message included please also write this in your email (so they know who the present is from!).

    Do you sell gift vouchers?

    This is something we plan to add to the website very soon so please contact us if this is something you would like!

    Do you offer a gift wrapping service?

    This is something we plan to add to the website very soon so please contact us if this is something you would like!

    HANDMADE GOODS FAQ'S

    Colour Matching

    Due to the variability of computer and printer settings, we can not guarantee an exact colour match between the actual colour of our products and the colour as seen on-screen.  We also cannot guarantee a perfect colour match between different product types across the same collection.  Totally they will be similar, but rarely an exact match.  If this concerns you, please contact us and we can try photograph the items together (only possible with stock items).

    Handmade Products Disclaimer

    All our items are handmade, and handmade items, by nature, have very slight imperfections.  Although we are very thorough in our quality checks, there may be slight inconsistencies based on the creative nature.  For example, should you order some coasters or cushions now and then again in 6 months, we cannot guarantee a 100% colour match.

    Textile products washing instructions

    Our textile items (including cushion covers, makeup bags, aprons and tea towels) are Machine Washable at max. 40°c / Do not tumble dry / Wash dark colours separately.

    We recommend ideally washing at 30°c and drying them away from direct sunlight.

    Cushion inners and lampshades are NOT machine washable.  Lampshades should be cleaned by wiping with a soft dry or very slightly damp cloth.

    Melamine Products

    Our Melamine products are Stain Resistant and Heat Resistant to 160°c

    Please only Wipe Clean with a soft cloth.  Please do not soak.

    Not dishwasher safe.

    RETURNS

    Can I return or exchange an item?

    RETURNS:

    For items other than those indicated below, if for any reason you are not completely satisfied with your online purchase and wish to return it for a refund, please ensure that the goods are returned in perfect saleable condition, in their original packaging, and with invoice as proof of purchase within 14 days of receipt to:  Bean and Bemble, 25 Archbell Avenue, Brighouse, West Yorkshire, HD6 3SU

    Our returns policy lasts 14 days.  If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

    If a personalised print arrives with the wrong information where the customer has emailed the wrong details, we will re-print for 30% less than the original cost price.  If we have made a mistake with the spelling or details on the print, please let us know and we will re-print it for free.  If the item does not arrive, please let us know ASAP via the contact page or email.

    Several types of goods are exempt from being returned:

    NON-RETURNABLE ITEMS:

    Cushions and Lampshades that have been “Handmade to Order” unless faulty - if you are concerned about colour matching, please contact us to discuss this before placing your order and we can try arrange for a colour sample to be sent out.  We cannot guarantee products will look exactly as you see on screen due to colour calibration differences.

    Personalised prints

    Gift cards

    Sale, 'Sample sale', 'Seconds' and seasonal products (eg. Christmas stock)

    Downloadable products

    To complete your return, we require a receipt or proof of purchase.  Please reply to your confirmation email letting us know what and why you would like to return a product(s) before sending it back.

    There are certain situations where only partial refunds are granted (if applicable):

    Any item not in its original condition, is damaged or missing parts for reasons not due to our error or our carriers error.

    Any item that is returned more than 14 days after delivery

    REFUNDS (If applicable):

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    LATE OR MISSING REFUNDS (If applicable):

    If you haven’t received a refund yet, first please check your bank account again.

    Next, please contact your bank or credit card company.  There is often some processing time before a refund is completed.

    If you’ve done all of this and you still have not received your refund yet, please contact us at hello@beanandbemble.com and we will look into the issue.

    FAULTY GOODS

    We inspect all our products thoroughly before dispatch and have high quality control.  However, if you have received your order and an item is faulty or appears to have been damaged in transit, please contact us within 14 working days of receiving the item so we can arrange for a replacement.

    EXCHANGES (If applicable):

    We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at hello@beanandbemble.com and we will exchange your item providing we have stock.

    How do I return an item?

    To return a product after speaking to us via email, please mail it (within 14 days) in the original packaging to:  Bean and Bemble, 25 Archbell Avenue, Brighouse, West Yorkshire, HD6 3SU

    Unless defective, the buyer is responsible for paying for the shipping costs for returning the item.  Shipping costs are also non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    Please note that Bean and Bemble cannot assume any responsibility for return packages that are lost, stolen, or mishandled, so please ensure you choose a tracked and signed-for service to return your items and retain the tracking numbers for reference.

    My order has arrived but it’s not as I expected. What can I do?

    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via hello@beanandbemble.com with the details.  We’ll respond within 48 hours.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item.  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.