Frequently Asked Questions


Visiting Us

What are your opening hours?

Our shop in Ashbourne is open seven days a week, including bank holidays. We usually only close for Christmas Day, Boxing Day, New Years Day and Shrovetide. Our opening times are: Monday to Saturday 10am - 5pm and Sunday 11am - 4pm. If you're making a special trip to visit us, we always recommend checking our Facebook or Instagram beforehand - just in case we've had to close due to unforeseen circumstances. Alternatively, our online shop is open 24 hours a day.

Where is the nearest car park to you?

There are a number Derbyshire Dales District Council car parks in Ashbourne that you can park in. The nearest to us is on the Market Place, the postcode is DE6 1ES if you're using a Sat Nav.

Can I collect my order from store?

We offer a free Click & Collect service from our store in Ashbourne. If you would prefer to collect your order, select Click & Collect at the checkout and this will remove all postage costs. We aim to pack orders for collection on the same or next day. You will receive an email from us to let you know when you're order is ready. Collection can be made anytime during our opening times (Monday to Saturday 10am - 5pm and Sunday 11am - 4pm).

Delivery & Ordering

How quickly will my order be dispatched?

Our standard turnaround time for dispatching orders is 2 - 5 working days, although orders are regularly posted out on the same or next day. This only applies to products we have in stock and not bespoke products that are being made to order. For more information on our dispatch times and shipping, please refer to our Delivery Policy.

How will my order be sent?

Orders weighing less than 2kg are sent via Royal Mail second class post. All orders weighing more than 2kg are sent via a nominated courier.

How much is shipping?

Our shipping costs range from £1 up to £4.50. The cost is automatically calculated at the checkout depending on the size and weight. All orders over £30 are eligible for free shipping. We also offer free shipping on greeting card orders of two or more cards.

Can you post gifts and cards directly to the recipient?

Yes of course we can! If you would like a present or card sending directly, all you need to do is provide their address as the shipping address at the checkout. You can also ask us to 'Add A Gift Message for Free' - there is a space to add this information at the checkout. If you're purchasing a greeting card, we are also able to handwrite your card out and post it directly for you. If this is something you'd like us to do, pop us a note at the checkout with what you'd like us to write inside.

Can you add a gift message to my order without me purchasing a greeting card?

Yes, of course we can! There is an option to 'Add A Gift Message For Free' at the checkout. If you haven't purchased a greeting card, we will pop a little handwritten note in with your parcel instead.

Products

Do you only sell products that have been made in Derbyshire?

A large proportion of the gifts we sell have been designed and handmade in Derbyshire and the surrounding counties (Staffordshire, Yorkshire and Nottinghamshire). We always try to work with local makers where possible. To allow us to offer such a wide variety of products, we do also stock products that have been made in other parts of the UK too. If we find something we know you'll love, how can we say no!

Am I able to buy a gift voucher?

Yes absolutely! Gift vouchers can be purchased online and redeemed both in store and online. They can be sent to you electronically for you to forward onto the recipient or print it out yourself. We are also able to post printed gift vouchers out to you. For more information and to order a gift voucher, please click here.

Order Issues

I've received my order but it's damaged, what should I do?

We're really sorry if your order has arrived damaged. Please send us an email (handmadedesign.ashbourne@outlook.com) within 48 hours of receiving your order. Please attach a photo of the damaged item to your email. Where possible, we will send a replacement or repair the item. In cases where this is not possible, we will issue you with a refund.

Returns & Refunds

What is your returns policy?

If you happen to change your mind about a purchase you've made from us, you have 14 days from the date of purchase to return it. Returns can be made in store or posted back to us. For more information on how to make a return or to find out what products are non-refundable, please refer to our Returns Policy.

I've purchased jewellery, can I return it?

Due to hygiene reasons, we don't accept returns on jewellery unless it's faulty.

Selling With Us

Can I rent a space in your shop to sell my creations?

We don't operate a 'rent a space' system. Items are stocked on a sale-or-return or wholesale basis. 

I've sent you a message on social media but not received a reply. Does this mean you aren't interested in stocking my work?

If you haven't received a reply that doesn't mean we aren't interested. We receive lots of messages and emails every day - it would be a full time job for us to read and reply to each one! We stock products on either a sale or return or wholesale basis. If you have a wholesale catalogue, please email it across to handmadedesign.ashbourne@outlook with the subject FAO LAURA WHOLESALE INFO and this will guarantee your email is read and responded to. If you don't have a wholesale catalogue, please head over to our SELL WITH US page for more information and to join our mailing list.

I am not a UK based business, can I still stock with you?

No unfortunately not. It is important to us that we partner with only UK based brands, where the products are designed and made here. Our mission to stock UK made products is for lots of reasons. The main ones being: it allows us to keep our carbon footprint low and reduces our damage to the environment. It also allow us to support UK manufacturing, create jobs and help communities and towns prosper.