Delivery and Returns

01884 860900 | customerservices@helenmoore.com

If you have an urgent deadline, contact us by phone or email

UK Mainland

Free Royal Mail 2nd Class Post | No Tracking (on orders over £70)

Royal Mail Tracked 48 (3-5 working days after despatch) | £4.95

Royal Mail 24 Hour Tracked (orders placed Mon-Thurs) | £7.00

UK DPD Courier Service Express Next Day Delivery (orders placed Mon-Thurs) | £12

Most orders will be despatched within three to five working days. The exceptions to this are capes, throws, cushions, comforters and bed runners which are made to order and so will be despatched within 10 working days of the order.

Adverse weather conditions may also affect delivery times but we will send items out as soon as possible.

We use Royal Mail and other trusted couriers to deliver our goods and have four delivery options in the UK.

Please note, any made to order items listed above in bold, will be sent on a next day service as soon as they are made. Please be aware that these items will need to be signed for.

If you have any questions, please contact us and we will update you as best we can.

EU & International Shipping

Please note that the shipping rates are not inclusive of any customs or import duties that could be levied when the package reaches your destination country.

Europe and the rest of the world shipping will be calculated at the checkout.

Price calculated based on weight.

EU:

EU tracked and signed over 2kg (Europe) £55

EU tracked and signed up to 2kg (Europe) £35

International:

International tracked and signed over 2kg (Europe) £80

International tracked and signed up to 2kg (Europe) £55

Delivery times will vary according to the destination.

Returns, refunds and exchange policy

If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of purchase, except over the Christmas period when returns are extended to 15th January.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund to the card used to purchase the item or, if requested we will exchange the item.

Any returns made after 14 days from date of purchase can only be exchanged or refunded as a gift card for our store, unless the item is faulty.

We cannot accept returns on bespoke items made specifically at your request unless faulty or expressly agreed in writing at time of purchase.

If you have purchased your Helen Moore products from a shop or another website please make sure you return your items to the relevant retailer. We cannot refund or exchange goods sold by a third party.

Please send your items to A Little Bit Moore Ltd, Helen Moore, 37 West Street, Witheridge, Tiverton, Devon, EX16 8AA.

The item is your responsibility until it reaches us so we recommend you have proof of postage and use a service that insures you for the value of the goods.

EU & International (non UK) Returns

International customers are required to arrange and pay for their own return via their postal service or courier.

When completing the Declaration for Returned Goods please state clearly that the goods are RETURNED TO VENDOR FOR REFUND and enclose a copy of the Commercial Invoice.

Any customs charges applied because the Commercial Invoice is incorrectly completed are the customer's responsibility and will be deducted from the refund.

EU & International Returns. Important Customs Information

Please read before returning your order

If you are returning an item to us from the EU, customs paperwork is required to ensure your parcel returns to us without extra charges or delays.

What you need to do

When sending your return, please follow these steps carefully:
Use your chosen postal service or courier. EU & International customers are responsible for arranging and paying for return postage.
Complete the Declaration for Returned Goods. On the customs declaration, please clearly state:
“Returned goods, returning to seller for refund.”
Enclose the Commercial Invoice provided with your order
This must be attached to the outside of the parcel, in a clear document wallet
It must be clearly visible for customs inspection
Seal and send your parcel securely. We recommend using a tracked service and keeping proof of postage until your refund is processed.

Why this matters:

If the commercial invoice or declaration is:

missing
unclear
or incorrectly completed

UK customs may apply import VAT, duties, or handling charges when the parcel re-enters the UK.

Unfortunately, any customs charges applied due to incorrect paperwork must be deducted from your refund.

Need help?

If you’re unsure about any part of this process, please contact us before sending your return — we’re very happy to help.

customerservices@helenmoore.com
+44 (0)1884 860900