Customer Service

Shipping & Delivery
UK orders are sent out with Royal Mail's Signed for Service and will require a signature as proof of safe delivery. If you are overseas and would like to order please do contact us for a delivery charge quote or you can order at Etsy We cannot deliver to PO boxes. During the checkout process you will be asked to select a delivery address for your parcel which can be an alternative address to your own.  There is also an option for a gift message. Where possible we will endeavour to send all of the items in your order together.  If any items in your order are out of stock, we will despatch those items we have in stock and send the remaining items as soon as possible.  If an item is out of stock, we will contact you with an estimated delivery date. Shipping is dependent on size of order.

Privacy & Security

When you provide us with personally identifiable information through this Website, we respect your privacy.  Our database is never used for third party concerns and always remains private. Your visit to and the sale of our goods to you via are subject to this Privacy Policy and our Terms and Conditions.   Payments are made through the secure Paypal site whereby you can either use your credit/debit card or your paypal account if you have one.

When you place an order with me, I will receive your name, delivery address and email address. I will only use these details to process and deliver your order, or deal with any queries you have related to that order. If you send me a message using the contact button, I will receive your username and email address.

The only circumstances in which I will share your data are in processing your order or complying with the law. I will never use or pass on your information to third parties for marketing purposes or any other purpose, other than the circumstances listed below, or add you to any mailing list without your explicit consent. The circumstances in which I may share your data are:

• With delivery companies to fulfil your order.
• To comply with legal or tax obligations.

I will only retain your details for as long as necessary in order to process the transaction and I will securely store any data collected during that period. I retain personal data related to orders or customer queries for six years. After this time I will delete your data from my records.

You have the right to know what personal data I hold about you, and to ask for that data to be changed or deleted. 

Returns & Replacements
We hope that you are delighted with your original products from Susie Faulks.  If for any reason you are not satisfied you can return the item at your own expense to Susie Faulks, Little Orchard, Beech Knapp, Burleigh, Stroud, Gloucestershire, GL5 2PS within 7 days of the delivery date.  The item must be returned unused, in pristine condition for a refund to the value of the product.  Please use the original packaging where possible and a signed for and tracked service to ensure the parcel's safe return.

Ordering is very simple through the website and you will be guided through each step from adding items to your shopping cart, selecting a delivery address, opting to include a gift message, paying through the secure Paypal site and completing your order.  You will receive an emailed order confirmation and emailed invoice when you order is completed and a shipment email with the Royal Mail tracking number once your parcel has been despatched.  You will be able to track the parcel through the Royal Mail website's track and trace service should you wish to.

Payment, Pricing & Promotions
Payment can be made securely with Visa, Mastercard, Maestro and Solo cards by using the secure Paypal site which you will be re-directed to.  If you have a Paypal account you can of course use that as your method of payment. You do not have to have a Paypal account however if you would like to use a payment card.  All prices indicated for products available via the Website are inclusive of delivery charges. The total cost of your order is the price of the products plus carriage. If a promotion is available the code can be added to the code box on the payments page.

Viewing Orders
Once you have registered and created an account you will be able to access your account dashboard which will provide information regarding past and current orders, account information, delivery addresses, wish lists and product reviews you have made. Once registered, customers who then log in will be able to order and access information very efficiently.  If you require assistance with your log in or registration please do not hesitate to contact us at and we will be delighted to help you.

When you log in to your account, you will be able to do the following:

  • – Proceed through checkout faster when making a purchase
  • – Check the status of orders
  • – View past orders
  • – Make changes to your account information
  • – Change your password
  • – Store alternative addresses (for shipping to multiple family members and friends!)

Happy shopping!