Customer Care

Delivery Prices & Options

1STANDARD UK DELIVERY - £4.95
Standard delivery within the UK costs £4.95 irrespective of the weight of the parcel. Orders should ordinarily arrive within 5 days (excluding Sundays).
2SPECIAL DELIVERY BY 1PM - £8.95
Items ordered by 5 pm will be posted the following day with a guaranteed delivery by 1pm the next day.
3INTERNATIONAL SIGNED FOR DELIVERY
Europe £12.05 World Zone 1 £17.50 World Zone 2 £18.50.

Free Tracked Returns Policy

1OUR RETURNS POLICY
Order confidently from us, knowing you may return any products within 30 days of receipt for a refund or exchange as long as those products are unwashed, unworn (except for the purposes of trying on) and with the original tags attached. We always aim to process returns as quickly as possible within 5 days of our receipt however, it can take slightly longer during busier periods. The items should be returned in the original packaging and the returns label attached to the package. This should be taken to a Royal Mail Post Office, not posted in a street post box, which may result in incorrect delivery. A proof of postage receipt is advised.
2OUR RETURNS POLICY AND YOUR RIGHT TO CANCEL
We have our own returns policy which is explained below. Please note that this returns policy does not affect your right to cancel your contract with us under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Regulations"). We explain how to exercise your rights under the Consumer Regulations below. Please note that the right to cancel under the Consumer Regulations will not be available in some circumstances. For instance, if you wish to cancel only part of an order, if you wish to cancel your order over 14 days after receipt of the goods or if you would like us to cover the cost of return postage, however, our own returns policy might be applicable (please see below).
3RIGHT TO CANCEL UNDER THE CONSUMER REGULATIONS
We have explained below how you can exercise your right under the Consumer Regulations to cancel your contract with us. Please note that in many cases our own returns policy may be applicable or may be more suitable for your requirements. You have a right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and dictated by you acquires, physical possession of the goods. To exercise the right to cancel, you must inform us, Softly Softly, Bunkers Hill House, Moulton Road, Pitsford, Northampton NN69BB of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
4EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier), 14 days after the day you provide evidence that you have returned the goods, or (if there were no goods supplied), 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days expires. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Ordering & Payment

1PLACING AN ORDER
Your credit/debit card will be charged for the full value of the goods only when your order is despatched. We currently accept Visa, Mastercard and PayPal. Once you have placed an order for an alpaca product from Softly Softly we will send you an email confirming that your order has been received, but this is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and Softly Softly for the sale of our products will only exist once an order has been despatched to you. A separate email will be sent to you confirming the despatch of the item(s) and therefore the charge to your credit/debit card or PayPal account. Prices and availability of goods are subject to change without notice. All prices are quoted in pounds sterling and are inclusive of VAT. The advertised delivery charge will be added to your order value.
2SECURE PAYMENT
We accept online payment in a secure environment using Secure Socket Layering technology (SSL) by credit card, or debit card. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information. You can check that you are shopping in a secure environment by looking for either a locked padlock icon or an image of a key in the grey bar at the bottom of your screen.