FAQs & Returns Policy
How long will my product take to arrive?
After you have made a purchase on our website it is automatically sent to our manufacturers and will be processed from there. All our items are individually handmade and we do not hold stock, we begin production of your item within 24 hours of receiving your order (not including weekends). Some items take a longer time to produce, but we aim to have all products ship in 3 working days. Delivery time is then dependent on where you live, detailed delivery estimates can be found below.
Do you ship worldwide?
Yes
UK Delivery
We use Royal Mail’s 1st Class Recorded service for most orders under 2kg. This is our standard service and is the default delivery option in the shopping cart. Royal Mail delivers 94% of our orders the next day but occasionally it may take 2-5 days, and in rare cases up to 15 working days. Our standard delivery days include Saturdays, but not Sundays.
If your item is over 2kg, bulky, or large (over 60x40cm), we use FedEx UK couriers. They deliver the next business day and are a part of our standard service.
Worldwide Shipping
Most international deliveries are with customers in 4 - 7 days. We use FedEx, DHL, TNT, Yamato or other similar services as our default international delivery option. We suggest this service as it includes detailed tracking and guaranteed speedy delivery. This service can take as little as 2 days to major cities, or as long as 7 days on average, depending on the destination and its accessibility. Shipping time can vary significantly for remote areas, where it may be necessary for us to pass on the remote area surcharge levied by the carrier. Delivery outside the EU may attract local tax duty to pay which is administered by the local territory and is out of the hands of That Lifestyle.
If your order is to be delivered outside the UK, you may incur additional charges beyond our control. This could be non-reclaimable customs tax as well as administration fees. We advise checking the specific customs or import duty policies for your delivery country.
Returns and Refunds:
We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at That Lifestyle is handmade, there is some potential for human error. Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know.
If a product is faulty in any way, you can return it within 14 days.
A customer service representative can talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
- In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
- If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection
- In that instance, a determination can then be made as to the state of the product
- Please do not send your products back to us without contacting a member of our team first
As all of our products are custom made, we cannot accept returns except in the case of production errors or delivery damage. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that we will redo or recommend a remedy for a faulty item.
Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.