General shipping information:
We aim to ship all our main collection orders received via our online shop within 5 working days. However, some of our items are bespoke or, are made-to-order and will therefore have a longer lead-time. We will contact you to confirm your order advising you of an approximate lead-time for these items and when you can expect delivery.
Overseas shipping
For customers outside of the UK & EU, cushions can be sent without inserts to reduce delivery costs. Please contact info@margoselby.com if you would like cushions as covers only.
We also advise our overseas customers to note that orders shipped overseas are sent on a delivery duty unpaid basis. Please check with your local government customs office, prior to placing an order, if you need to pay import duty or any additional taxes that may apply to your country of delivery. Margo Selby Ltd does not accept any liability for additional taxes and charges relating to clearing your goods through customs. These are the responsibility of the customer.
Returns
Please note that we offer to send small sample strips of fabric out to customers free of charge prior to placing orders to minimise the need for any returns. (Maximum of 3 sample strips per customer).
Cushions, throws, towels, clothing and accessories:
If you are not happy with your purchase from our main, full price collection, it may be returned within 14 days of receipt of our delivery, provided they are returned with their labels on, in the original packaging (or equivalent standard) and undamaged to our studio in Whitstable. All returns are sent back at the customer’s own cost and own risk. We would advise using special delivery, as the parcel is not our responsibility until we sign for it. A full refund, less postage will then be made within 14 days via the original method of payment.
Fabric:
Fabric that has been cut or produced to order cannot be returned, unless faulty or damaged. Customers need to notify the studio by email (info@margoselby.com) of any faults or damage within 7 days of receipt of your delivery. The cost of returning the fabric to us is the responsibility of the customer, and fabric must be sent in original packaging (or equivalent) to our studio in Whitstable. All parcels are sent back at the customer’s own risk. We would advise using special delivery, as the parcel is not our responsibility until we sign for it. A full refund, less postage will then be made within 14 days via the original method of payment.
Ready Made/ In Stock Rugs:
Customers need to notify the studio by email (info@margoselby.com), within 7 days of receipt of their delivery, if the rug is not suitable and needs to be returned. The cost of returning the rug to us is the responsibility of the customer, and must be sent in the original packaging (or equivalent) to our studio in Whitstable. All parcels are sent back at the customer’s own risk. We would advise using a signature-upon-delivery courier service, as the parcel is not our responsibility until we sign for it. A full refund, less original postage cost, will then be made within 14 days via the original method of payment.
All our rugs are carefully checked prior to shipping. However, if any faults or damage are found on the rug, customers need to notify the studio by email (info@margoselby.com) within 7 days of receipt of your delivery. If this should be the case, please re-wrap the rug securely and we will arrange a courier collection at a mutually convenient date agreed with the customer. It will require the customer to wait in at the collection address until the courier arrives, as a timed pick-up is unfortunately not possible. We will arrange for an exchange or full refund, less original postage cost, depending on stock availability.
Bespoke and Made-To-Order Rugs and Other Items (Lampshades, furniture, some jackets):
Samples of rug colour tufts can be provided on request prior to commencement of production. Colour variations do occur in such hand crafted pieces due to the hand dyeing process and reflective properties of the materials. We welcome customers to visit our Whitstable studio to see colour tufts and samples of our rug collection. Please note we photograph our rugs in full (natural) lighting, lighting in a domestic environment may alter the appearance of colour. We do not return bespoke and made-to-order rugs for change of mind or colour variation.
Only bespoke and made-to-order items that are faulty or damaged can be returned, with written confirmation from Margo Selby Ltd. Customers need to notify the studio by email (info@margoselby.com) of any faults or damage within 7 days of receipt of your delivery.
Faulty goods:
Goods deemed and agreed by our staff to be faulty can be sent in the original packaging (or equivalent) to our studio in Whitstable. A full refund, including postage, will then be made within 14 days via the original method of payment. This arrangement must be agreed and confirmed with our staff.
Please note that our address for returns is:
Margo Selby Ltd, Bradstowe House, 35 Middle Wall, Whitstable, Kent. CT5 1BJ
Please notify info@margoselby.com of any returns so we know to expect them and please include the returns form in every package sent.
Ship your items back to us:
Items need to be returned at your own cost.
