Customer Service

We value your custom and this area has been created to help you with information about your orders including, delivery, postage and returning goods.

UK Delivery Charges

We aim to post orders within 2-3 working days of ordering, although we are often much faster. All standard orders are posted Royal Mail.

Standard  P&P is £2.40.
Recorded (signed for) is £3.50

Special Delivery (next day tracked) is dependent upon the weight & size of your package but usually around £8.00.  Please contact us if you’d like your order posted with this service. 

Orders over £35.00 are delivered free of charge.

Europe and International (inc. ROI)

Unfortunately we are no longer posting to overseas destinations including the Republic of Ireland. Please contact the shop on 0044 1778 344550 or email info@riversidebeads.co.uk for further information.

Online Returns

If you wish to return your purchase made online, you can return any products within 14 days and we will be happy to exchange or offer a refund.  Please contact us within 14 days of receiving your order to inform us of your return, by email at info@riversidebeads.co.uk, by phone on 01778 344550 or by letter to our business address.

We reserve the right to refuse to exchange or refund items that are not returned within 14 days of contacting us.  If you require a replacement order this will be subject to our postage charge to resend this out.

The returns are to be sent to our current business address (found on the CONTACT Page.)

The cost of postage will need to be paid by yourself to return the goods to us. Please ensure you obtain proof of postage.  We also recommend you use a recorded delivery service.  Please note any postage charges to return the items will be at your own expense.  We are unable to accept any responsibility for returned items that are lost or damaged in the post.

All products must be returned to us unopened and in the original packaging (bags or strands).  We reserve the right  to charge a 20% restocking fee if we have to repackage items to resell.  When we receive the goods back in good, re-sellable condition, we will credit you and let you know.

Please note that we are unable to exchange of refund earring findings or kits containing earring findings under current EU Hygiene regulations.

If you received free delivery for your order and cancel part of the order and the new total amount falls below the free delivery threshold, then your refund will be issued less the corresponding postage for the new cost of the order.

Instore Returns

If you wish to return your purchase made instore, you can return items within 14 days with a valid receipt and we will be happy to exchange or offer a credit note.  We do not offer refunds for instore purchases.  We are also unable to offer exchanges or credit notes for cut items such as ribbons and chains, these are not exchangeable.

Faulty Goods

If you find your goods to be faulty we will send you replacement goods at our cost.  You may be required to return the items to us.  Please notify us of any issues within 14 days so we can resolve matters quickly.

This is not intended to be a full statement of your rights under the Distance Selling Regulations.  Full details of your rights under the Distance Selling Regulations are available from your local Citizen’s Advice Bureau or your local Trading Standards Office.

Workshops

All workshops must be booked in advance to enable the tutor to prepare the kit for the workshop.  Due to the current situation please do not attend one of our workshops with any contagious illness (colds etc)  Please contact us with as much notice as possible to rearrange the class. 

If you are unable to attend a workshop please give us10 days notice and we will be able to transfer you to another class (subject to class availability) Classes cancelled after this time may not be able to be offered a transfer.

Riverside Beads Box

For any queries about the delivery or contents of your subscription Riverside Bead Box, please visit the FAQ on the Riverside Bead Box page or Contact us.