FAQs

1 - Could I have an update about my MacKenzie-Childs preorder?
We import this lovebrand from America; For the latest backorders update, please email us
 
2 - Where is my order?
We aim to deliver within 48 hours, Monday to Friday. Orders placed after 3pm will be fulfilled the following working day
 
3 - Where are you based?  
We are an e-shop, click and collect is available at our warehouse
 
4 - I am based outside the UK, do I have to pay import duties? 
We offer Delivered Duty Paid to Europe, which is a delivery agreement whereby the seller assumes all responsibility and cost of transporting the goods until they reach an agreed-upon destination
 
5 - An item was delivered damaged, what now? 
Despite our couriers do their best, damages occur every now and then; Please send images via email, as we are unable to assist over the phone. We kindly ask to return the order with Royal Mail Tracked 48  
 
6 - I would like to return an item, how? 
We have a 30 days return policy; Please note that original shipping fees and return fees are non-refundable. We advise to use a tracked service, as we will not be liable for lost/ damaged orders
 
7 - I did not receive my order, despite it shows delivered; What now?  Unfortunately, when a GPS<span> tracking </span>confirms the delivery location we are not able to send replacements, nor apply refunds; We advise to first check with family members and neighbours.

Worst case scenario, we kindly request to fill in a statement, our courier will then open an investigation which may take up to 21 days.  Please note that we are not liable for lost orders when the customer has "leave at safe place/ neighbour" enabled on the courier's account
 
8 - There is a mark/ imperfection on my item; Why? 
Handmade products show degrees of difference due to firing the ceramic, and being hand painted/ hand fired are all finished differently. This is not considered a defect, being the nature of production; To learn more: Click Here

9 - Return/ Collection address:
Think Positive c/o myWarehouse, 28 Heathfield, Stacey Bushes, Milton Keynes MK12 6HP