Turtle Doves FAQs
Turtle Doves is a slightly unusual business and we are asked lots of questions on a regular basis…below are some of the more frequent ones; we hope that it makes interesting reading. Thanks for looking, Kate
ABOUT OUR PRODUCTS
What is cashmere?
Cashmere is a woollen fabric combed from the pelt of a mountain goat. We use only post-consumer waste cashmere. You can read more about it by clicking here.
Are Turtle Doves products made in a variety of sizes?
Our fingerless gloves are flexible in their fit due to the natural stretch in cashmere but should you have a very slim or a broad hand please let us know in the ‘Order Notes’ section at the bottom of the basket page and we will endeavour to find a glove for you that provides a good fit.
Many of our products are one size and are designed to fit most people. Our individual product information pages on the website will give you some guidance in terms of the suitable size range for a product.
Where can I find more information about a product?
The individual product pages contain lots of information with regard to size, style, construction and fit. If you can’t find the information you need on the website please feel free to contact us.
Will my goods be exactly the same as the product I have seen on the website?
Due to the unique nature of our products there is always a degree of variability in the shade within the defined limits of a colourway. In the case of our fingerless gloves, on our website we provide three examples (including the two outer limits) of the shade spectrum of a named colour.
Within the limitations of stock availability, we aim to fulfil any specific shade requirements. Requests can be made as a note on the order.
Are all Turtle Doves products recycled?
The cashmere used in our products is 100% recycled. We buy post-consumer waste from textile waste merchants which we wash, dry and sort before making new products from it. We are really excited to have created a non-woven fabric from our own cashmere waste so now we are almost achieving our aim of 0% waste when we re-use cashmere (only the labels and the buttons are not used and we pass the buttons on to charity organisations or crafters).
Our sari silk is also all recycled. We do also sometimes use redundant silk, velvet, and other fabrics which we are lucky enough to find languishing, unloved and waiting to be made into something lovely.
Wherever possible the packaging materials we use are made from recycled materials in a bid to minimise the environmental impact of the business.
Where are Turtle Dove products manufactured?
At Turtle Doves we take pride in the fact that our products are made in the United Kingdom by our own team, either at our studio in Shropshire or in the surrounding area. As we diversify we may use other British manufacturers who have specialisms which we can make the most of.
SHOPPING ON THE WEBSITE
I want an item but it's out of stock online. Can I find it anywhere else?
We do replace sold out products on a regular basis. We offer an automated service where we will e-mail you when an item is back in stock. You can access this service by clicking on the red ‘Email me when it’s available’ link on the product page. When you receive the email please don’t delay as you may not be the only person who has asked to be notified.
How do I make a purchase?
Find the product you would like to buy and click ‘Add to Basket’. You can now carry on browsing and adding items until you are ready to check out. Check your basket by clicking on the basket icon at the top right of the page and edit its contents by clicking ‘Remove’ under any product you don’t want to buy, or proceed to checkout by clicking ‘Checkout Securely’.
At the checkout, you’ll be asked to provide delivery and payment details; please ensure that the address is correct and the postcode is added with the right spacing. You can have the parcel sent to an address different to your own and you can add a gift note in the ‘Order Notes’ section at the bottom of the basket page. The despatch note has no payment details on it so if you are sending it as a gift you don’t need to worry about the recipient seeing the price of the goods.
You can choose to pay by ‘Credit Card’ (this just means card payment and includes debit cards and Amex) or Paypal. Our online payment system is very secure and we don’t keep the payment details so your data can never be compromised by us.
When the order is successful you’ll see an order confirmation page and will also receive an order confirmation email. If you have problems with the checkout process or would simply like some help, please feel free to contact us.
How do I add a note to my order?
Notes can be added in your Basket using the white box towards the bottom of the page. Click on ‘Add Notes’ at the top of the page to be guided there.
How do I order a Made to Order item?
Add a made-to-order product to your basket in the usual way. Please use the notes section to provide details of your requirements in terms of colour, dimensions, or anything else which may be applicable to your made-to-order product. Notes can be added in your Basket using the white box towards the bottom of the page. Click on ‘Add Notes’ at the top of the page to be guided there.
It really matters to us that we get everything right with your order; please ensure you have included a phone number in your customer details, so we can contact you quickly should we have a query regarding your order.
I've tried using the search box but can't find what I'm looking for?
Check for spelling mistakes, try searching using different words, broaden your search, or contact us and we’ll be happy to help.
Is it safe to use my credit card online with Turtle Doves?
Yes. To protect cardholders, all orders are screened using Shopify Secure. We may contact you for additional security purposes should we deem this necessary.
Can I order over the telephone?
Yes. Please feel free to call us on the number at the top of the website. If we aren’t able to answer please leave a message and we’ll call you back.
How do I redeem a special offer or promotion code?
Special offers such as promotional discounts rely on a code. Just type your code into the box on the top right hand side of the first checkout screen and be sure to click ‘Apply’. If you are using a tablet or a phone to place your order we suggest that you use your device in landscape orientation to allow access to the promotional code box. Sign up as a Friend of Turtle Doves to qualify for exclusive promotions.
How will I know you've received my order and payment has been taken?
You’ll receive an order confirmation by email once a successful order has been placed. We will e-mail you again when we are despatching your goods. If you don’t receive an email it may be that your email address is not entered correctly into the system. Please don’t hesitate to email us to check if you are worried that this has happened by clicking here.
Can I amend an existing order?
Unfortunately we are unable to amend orders once they have been placed. If you wish to add an item then please make a separate order and let us know in the ‘Order Notes’ section at the bottom of the basket page that you’d like us to treat them as a single order. We will do our best to put both orders together and refund the postage to you if we are successful in combining them. If you wish to change the order in any other way it may be possible if your order has not yet left us.
Can I cancel an order once it has been placed?
If the order hasn’t yet been despatched, we can cancel it and make a full refund. We cannot cancel an order once it has been despatched so if you wish to return it please do so and we'll refund you promptly. We supply a returns address sticker on the despatch note for your convenience but this is not a freepost label and you will need to cover the postal cost.
How much is UK delivery and how long will it take for my order to be despatched?
We always despatch orders as quickly as we can; this will usually be within 48 hours. We will contact you if there is likely to be any delay.
We use the Royal Mail to send orders and unless requested otherwise use First Class as standard; prices start at £3 but First Class shipping is free if you spend £50 or over.
There is also the option for weekday Royal Mail Special Delivery which we will endeavour to send out same day if we receive the order by midday. (There is an additional charge for Special Delivery on Saturdays - if you need this option please call us before midday on a Friday on 01743 464099).
You can arrange to collect your order from us if you're nearby; just pop a note in the ‘Order Notes’ section on the basket page and when you collect we’ll refund the postal charge you paid.
More details of our national and international shipping rates can be found by clicking here.
What should I do if I think my order hasn’t arrived?
Firstly, please check with Royal Mail as parcels are often waiting at a local sorting office even if a collection card has not been left at the delivery address. If it has been more than 10 working days since your order was despatched please contact us and we’ll arrange for a replacement to be sent. If your initial order does then arrive we’d be grateful if you could return it to us.
RETURNS AND REFUNDS
What do I do if there's something wrong with my order?
Please contact us by email or telephone and we will sort out the problem with you directly.
How long do I have to make a return?
For purchases, we ask that you send your purchase back within 28 days of receipt of goods, making sure it's unused and good as new in its original packaging with all info tags still attached (this does not affect your statutory rights). Find out more about our no quibbles Returns Policy here. In some cases when we have a sale on the website we may ask for goods to be returned within 7 days but this is only for our stock management purposes and as above, this does not affect your statutory rights.
How do I return an item?
Please return your goods using the returns label on the top of the despatch note; you will need to cover the postage cost as this is not a freepost sticker. Please make sure that a sender’s address is clearly marked on the reverse of the package. Please send the original despatch note within your returns package and mark on it the reason for the return. It is important that you quote your order number prefixed with #S and a telephone contact number in any communication regarding the return so that we can deal with it as quickly and effectively as possible. Our preferred method of communication when dealing with returns is e-mail. This can be easily accessed via our contact page here.
How do I exchange an item?
If you wish to exchange a purchase the quickest way is to send it to us for a refund and to order the item you prefer in the meantime. We advise this because our products are quite fast moving so you are less likely to miss out this way.
We can make an exchange by post if for some reason the above will not work for you. However, we can't guarantee that your required exchange will still be in stock by the time your parcel reaches us so there may be a time delay while we wait for it to be made.
How do I know you've received my returns?
We go through our post daily and make refunds as soon as a parcel arrives back with us. We will send you an e-mail confirming that your item has been refunded when we make the refund.
When am I entitled to a refund?
We can refund you as soon as the goods have been received and checked. And once we have refunded your account we will email you to let you know.
How will Turtle Doves make my refund?
The cost price of the products will be refunded directly to the card, Paypal or ApplePay account used for the original order. If a payment has been made over the phone the refund will also need to be made this way.