FAQs

Q: When measuring the PU for a table cloth what overhang would you recommend?

A: As a rule of thumb with the PU wipeable fabric 20-30cm is adequate. 
 


Q: What washcare instructions do you recommend?

A: All of our items have washcare instructions on the care label; all our items are tested up to a 40 degree wash. However it is more environmentally friendly to wash at 30 degrees. Also in order to keep your Ochre And Ocre product "green", use a non bleach washing agent. Do not use chlorine based bleach on any of our products, iron with a medium heat iron, (the sole plate of your iron should not exceed 150 degrees C), do not dryclean any of the items, do not use stain removal solvents, and do not tumble dry. 
Hang the linens up to dry to minimise ironing.  Iron the fabric whilst damp. The more time you take to hang it up properly to dry the less time it takes to iron. If stained wash immediately.
The kitchen items with a heat protective filling, should be washed on a synthetic wash, (this includes the gauntlet, pot holder and oven gloves).
The PU wipeable items should not be laundered and only wipe clean with a non abrasive cleaner.
 
Q: Can I order the Organic cotton and wipeable fabric in smaller increments than 1 metre

A: The minimum order is 1 metre, you can then order in 10cm increments above this. We cannot accept returns on cut fabric unless it is faulty.


Q: Is it safe for me to use my personal and credit card details on line at www.cottageinthehills.com?
A: We work closely with Sage Pay/ Protx to ensure that all your personal and payment details are kept safe. All your card details are encrypted when they are entered. If you think your card has been used fraudently, you should notify your card provider, in accordance with their reporting rules and procedures. See our terms and conditions for more information. 
 We ask for personal details such as telephone number and email address so that we can contact you in case there is a problem with your order (with delivery for example) or so that we can respond to any queries.


Q: All your sizes are in cm's, how do I work out the size in inches?

A: To convert inches into cm approx, multiply the number of inches by 2.54. To convert from cm to inches divide the number of cm by 2.54.

Q: Any top tips for fitting your organic ironing board covers?

A: Make sure you pull both strings together - if one is pulled separately they can detach.  
We have found it easiest to gather up the strings all around the cover first and then ease it onto the board, loosening the gathers. This puts less pressure on the strings.
Pull the strings together to provide a snug fit. 
When tight, push the toggle up to hold the strings 
You will find the cover becomes smoother and a tighter fit after the first use. 
Your cover is fully washable and should give you many years of good service

Q: Can I track my parcel?

A: You will receive a tracking email once your order has been despatched. Depending on the weight of your order and the service you selected your order will be delivered by Royal Mail, UK Mail or Yodel. 
Unfortunately we cannot offer tracking on our cut fabric orders. These will be dispatched either by standard Royal Mail or courier.

Q: How will I know if my order has been accepted?
A: You have the choice to pay with your card via Sage Pay (the new name for Protx) or via Paypal. Both systems are entirely secure and your card details are encrypted so nobody can see them even us. 
After entering your card details and confirming payment, you will receive an email which will include a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.
 
Q: How do I take advantage of any promotional codes?

A: If you have a Promotion or Media Code e.g. ABC22 you simply need to enter this at the checkout and this will calculate any discount available at that time. Please note that only one promotional offer can be used at any one time and these do not apply during Sale periods or on Clearance products that have already been discounted. If a promotional offer has automatically been added or you would like to use another discount promotion, you can remove this from your basket as part of the checkout process.
 
Q: If I send an item as a gift, will the prices be displayed on the invoice?

A: If you add a gift message at the time of purchase and delivery is direct to the recipient we do not include an invoice. If you would like a copy of the invoice please let us know.
 
Q: Can I change my delivery address?

A: Please email customerservice@cottageinthehills.com or call asap after placing your order and we may be able to amend it for you. Unfortunately once an order has been placed we are unable to amend any details. If you want to change the delivery address after a delivery attempt by the courier has been made we will have to charge you £5.95 for redelivery to the new address as changing the address counts as a new order with the courier.
 
Q: How do I return something? 

A: We want you to love shopping with us, so if you need to make a return or exchange that’s no problem. We’ve made it as easy as possible. Simply read our returns and exchange information below:
How to make a return:


1. Read our 'return rules' in our Returns section. 


2. Complete the returns form found in your order. If you’ve lost your form, you can request a new one by email. 


3. Package your returns up and send it to the following address:

Cottage in the Hills

Lower Blakemere Farm
Blakemere
Hereford
HR2 9PX

UNITED KINGDOM


4. Ensure you keep a ‘proof of postage’ as we do not accept responsibility for items lost in transit.



Please visit our Returns section to read our Return Rules


Q: Can I return an item purchased from one of your stockists?
A: No, please get in touch with the stockist you purchased from (make sure you have your original receipt).  They will let you know what their returns policy is.  If you require a telephone number for a store please let us know.  

Q: Can I return an item I received as a gift?
A: An item that was received as a gift can only be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.
 
Q: Can I add an extra item to my order?

A: If you wish to add an item to your order, you can add it provided it has not already been packed. Please phone us to check and so that we can take payment for the additional items as we do not store your card details or have access to the card details for security reasons.
 
Q: Can I choose a different delivery address to the billing address?

A: Yes it is possible to choose a different delivery address to billing address. The first address is the delivery address. This will automatically fill the billing address which is on the second page. This needs to be changed to the billing address if it is different. If it is a gift, you can add a gift note and this is hand written and included in the parcel. If requested we can send the invoice to your billing address for your records.
 
Q: Can I order items to be sent outside the UK?

A: Yes we ship everywhere, UK, Europe and worldwide. For more information visit our delivery page.
 
Q: Do your prices include VAT and what happens if VAT charges do not apply?

A: All prices are quoted in GBP (Great Britain Pounds Sterling) and we take payment in GBP. The price includes VAT (Value Added Tax). Our website will calculate the shipping cost and exclude the VAT for countries outside the EU automatically.
PLEASE NOTE THAT COUNTRIES OUTSIDE OF THE EU MAY HAVE TO PAY LOCAL IMPORT DUTIES ON RECEPTION OF THE GOODS
 
Q: What is your VAT number?

A: Our VAT number is GB594459195

Ambleside, Castlemorton, Nr. Malvern, Worcestershire, WR13 6DA
(+44) 1684 833146