FREQUENTLY ASKED QUESTIONS
We’ve gathered together our most frequently asked questions and placed them here. However, if we haven’t covered your query, then please do get in touch.
How do I place an order with Arabella Miller?
Where can you deliver?
When will my order be sent?
Can you send my parcel urgently (UK only)
Can I request that my order is sent to a different address, i.e. If I am ordering a gift?
What if my order hasn’t turned up?
How much is postage and packing?
How do you package items?
Do you offer gift wrapping?
What do I do if I change my mind?
What if an item is faulty?
What happens if an item is out of stock?
Do you ever have discounts or special offers on your organic clothing?
How are Arabella Miller Kids T-shirts produced?
Who is Arabella Miller?
What about my privacy?
How do I place an order with Arabella Miller?
As you go through our site, click on the t-shirt image to see a full description of each item. You can then choose the size you require, and add the item to your shopping basket. You can always see what is in your shopping basket by clicking 'View Cart' at the top of the page, from here you can change the quantity, or remove an item. When you have finished shopping click 'Checkout' - you will be asked for your personal details, clicking on 'Confirm' will then pass you through to our secure payment processor. Once your order has been submitted we will send you an email confirming the order details.
Where can you deliver?
UK delivery is £2.95 per order (up to 4 items). For more than 4 items, postage and packing is £3.95.
WE NOW ALSO SHIP INTERNATIONALLY!
EUROPE
Austria, Belgium, France, Germany, Greenland, Iceland, Ireland, Italy, Norway, the Netherlands, Denmark, Poland, Spain, Sweden, Switzerland, Finland, Portugal, Greece.
INTERNATIONAL:
The USA, Canada, Japan, Australia, New Zealand, Taiwan, Israel, Singapore, China and Hong Kong.
XMAS 2008 SHIPPING DATES:
UK - FRIDAY 19 December 2008 - By first class recorded delivery.
Far East, Asia, South & Central America, Caribbean, Africa, Middle East, New Zealand and Australia - FRIDAY 5th December 2008 - by Air Mail.
Japan, USA, Canada and Eastern Europe - WEDNESDAY 10th December - by Airmail.
Western Europe - FRIDAY 12th December by Airmail.
When will my order be sent?
If your order is received by 12.00pm Monday to Friday, your order will be dispatched the same day, so orders that have been placed as 'Next Day' will be received the next working day, provided the items are in stock. Orders placed after 12.00pm will be sent the following day.
Can you send my parcel urgently (UK only)?
If your parcel is urgent, please select 'Next Day' in the delivery options at the checkout. Normally, we try to send all orders received by 12.00pm out the same day and this usually takes 2 - 4 days.
The charge for the next day delivery service is £6.00.
Please note that this service is not available for next working day delivery if you live in the following UK postcodes:
GY1, GY9
HS2-9
IV41-51, 55, 56
PA61-76, PA78
ZE2-3
KW16-17
PH42, 43, 44
Can I request that my order is sent to a different address, i.e. If I am ordering a gift?
Yes, please enter the address the item is to be sent to in the 'Shipping Address'.
What if my order hasn’t turned up?
We always email you confirmation of your order and a dispatch confirmation email. Please therefor check your email for a tracking number if you chose express delivery. You will then be able to track your item.
We will always email you if there has been a delay in sending your order.
For first class mail and standard parcels, Royal Mail asks us to allow up to two weeks for delivery to take place.
Occasionally a delivery card may go missing so it’s always useful to phone your local sorting office/post office to see if your parcel is with them.
Please contact us via email – info@arabellamiller.com after all the above options have been exhausted and we will immediately look into the matter for you. Please remember to include your order number and name and address details.
How much is postage and packing?
Delivery costs are £2.95 (up to 4 items and then £3.95 for more than 4 items) unless you opt for 'Next Day' delivery for which there is an extra charge of £6.00 but you will receive your order the next day if you have placed your order before 12.00pm.
Delivery to European Union:
Delivery to the EU (including the Republic of Ireland) is £3.95 (standard airmail). Please contact us if you wish us to send your item via recorded mail. Four or more items are automatically sent International Signed For (£6.00)
Delivery to the rest of Europe:
Delivery to the rest of Europe is £4.00 (standard airmail). Please contact us if you wish us to send your item via recorded mail. Four or more items are automatically sent International Signed For (£6.00)
International Delivery:
Delivery to countries outside Europe, including the USA, Canada, New Zealand and Australia is £7.00 (International Signed For/Airsure), for up to 4 items, and £8.00 (international signed for/airsure) for 5 or more items.
How do you package items?
We are committed to minimising our impact on the planet. Therefor, all items sent whenever possible by packaging that is either made from recycled sources, or is reused packaging.
Do you offer gift-wrapping?
We are also pleased to be able to offer a FREE gift wrapping service, please select from the 'Gift Wrapping' options as you checkout. Gift wrapped clothing is wrapped in recycled tissue paper and fastened with a special Arabella Miller sticker.
We can also package your present in a beautiful ribbon tied keepsake box for only £4.50 making it a truly luxury gift.
If your item is being sent to a different address, we can also include a handwritten card with your own personal message - please use the 'Include A Message' option at the checkout to include the wording you require.
How do I make a payment?
Our customers can pay via our secure online payment system (UK, EU and Sweden only), cheques (UK only), or Google Checkout and PayPal (everyone!). We accept all major credit and debit cards via our secure online payment system. Payment is accepted in pounds sterling, Euros and Swedish Krona.
Visa
MasterCard
Delta
Switch
Solo
Electron
We also accept cheques in British pounds sterling only (£) made payable to ‘Arabella Miller Limited'.
For all other currencies, including US Dollars, please pay via the Paypal or Google Checkout options at checkout.
What do I do if I change my mind?
We are sure that you will be delighted with your order from Arabella Miller. However, we offer a “no quibble” guarantee.
If within 7 days of receiving your order you change your mind, please firstly send as an email to info@arabellamiller.com to obtain a returns authorisation code. Once you have received this, please return your order, in its original condition, unworn and with all tags intact, and all packaging, and we will exchange your order, or refund the purchase price. We are sorry but we are unable to refund any postage costs. Please ensure you obtain a free proof of posting from the post office, as we cannot accept any responsibility for items lost in the post.
What if an item is faulty?
We carefully check all our t-shirts to ensure there are no problems before we send them to you. If a t-shirt has been damaged in the post, please let us know as soon as possible, so that we investigate this.
What happens if an item is out of stock?
We are very sorry if any of our tees are sold out or delayed. We really do try and make sure that as many as possible are in stock. We try to predict sales and how many of each colour and each size of each t-shirt we should order. We also try and ask our customers regularly.
Our t-shirts are made exclusively for us, so it can take a few weeks to get repeat deliveries. We are really sorry if a t-shirt you want to buy is out of stock and hate this problem as much as you do.
If we are awaiting stock, we will let you know by email, and send the item to you as soon as possible. If your item is part of a larger order, we will send the items that are in stock straight away and the remaining items as soon as they are received from our suppliers. We will not charge you any extra for these split deliveries. If an item is no longer available, we will let you know straight away, and offer the option of an alternative item, or a refund.
Do you ever have special offers or discounts?
Yes, we certainly do. We usually offer a discount to our newsletter subscribers - as well as the odd freebie. Sign up to our newsletter here.
How are Arabella Miller t-shirts made?
Arabella Miller t-shirts are printed by a UK based organic t-shirt printer who specialises in using a water-based ink system that is certified by the Soil Association and is currently the only 100% certified organic t-shirt printer in the UK and a registered supplier for the Fairtrade Foundation.
Our printer adheres to a strict ethical policy and recognises it has a responsibility to both the environment and the community. The company also has strict standards of safe and fair employment practices including health and safety, discrimination, working hours and forced or under age labour.
The Arabella Miller children’s range is an innovative product as it is the first organic printed textile that is available to the consumer that is fully certified and carries the Soil Association logo in it’s labelling.
Our organic children's clothes are one of a kind in that each stage of production is fully traceable. In order for the range to comply with the Soil Association and for it to be fully licenced, every input into making this garment is measured and recorded so as to minimise environmental impact. The manufacturing plant where the organic cotton is made into garments is licenced by Control Union an approved certification body of GOTS. This factory is also audited by the ‘Fair Wear Foundation’, who appraise the working conditions of the factory and the quality of life of the labour force who make the garments.
When the organic cotton garments arrive at our printers they are allocated a ‘goods in’ batch code and checked for quality. This batch code is used to monitor the t shirt throughout production so that all inputs can be recorded. This enables full traceability of every process and confirms that there has been no contamination and that the final product is organic.
Every input used in the printing process is accurately weighed before and after production so that all waste is carefully monitored helping to reduce our carbon footprint. Every stage of production is signed off by our account manager so as to guarantee that the highest quality is achieved. The stringent procedures that the print jobs are put through means that when we request repeat orders, there is an accurate record to work from. All this information is traceable through the batch code and is essential for compliance with the Soil Association licence.
When considering a fabric to be used in a children’s clothing range there are a number of materials that come to mind, however organic cotton has so many advantages that it seemed the obvious choice for Arabella Miller. The strict conditions that organic cotton are grown in mean that the garments are not covered in harmful pesticides and insecticides. The quality of 100% organic combed cotton interlock is a perfect choice when thinking of what works well against infants skin. The soft touch of the organic cotton t-shirt is complemented with an appealing design that is printed without the use of formaldehyde. Unlike plastisol printing, our printer uses water based printing methods that will not crack, peel or fade with washing.
The Arabella Miller range is a quality-produced children’s clothing brand with every stage of production considered. The garments can be reused again and again, withstanding regular washing without compromising the brightness of the printed design and soft feel of the cotton.
Who is Arabella Miller?
Arabella Miller is a character in a children's nursery and action rhyme:
"Little Arabella Miller found a furry caterpillar
First it climbed upon her mother
Then upon her baby brother
"Ugh" said Arabella Miller
Take away that caterpillar!"
What about my privacy?
Privacy is important to us; therefor, we will not sell, rent, or give your name or address to anyone. Newsletter subscribers have the option of selecting the link at the bottom of every email to unsubscribe.
For further information, please see our Privacy Policy.
These questions and answers form part of our terms and conditions. |
