Frequently asked questions

Stuff that our customers often ask…

Shopping

What shipping methods are available?

Standard Shipping using Hermes (3 to 4 working days), or Express Shipping (1 to 2 working days) using Royal Mail for small packages and DX24 for anything over 500g.

I ship to mainland UK – if you are in the Channel Islands, Scottish isles, etc, please contact me to arrange delivery. This is merely because my normal shipping methods only cover mainland UK; there may be a small surcharge but I will do all I can to keep this to a minimum. Shipping to remote parts of the UK may take a little longer than usual.

Do you offer free shipping?

Yes! If you spend more than £50 I will include FREE standard shipping.

Do you ship internationally?

Not at the moment, no, although if you contact me directly I may be able to help.

How long will it take to get my package?

Please allow 5 working days. If it doesn’t appear, please get in touch with me.

Payment

What payment methods are accepted?

Popular ones. I accept Paypal, and all major debit cards and Visa, American Express and MasterCard credit cards via my secure payment provider, Stripe.

Is buying on-line safe?

Entirely! There’s no more risk to you shopping online with a reputable retailer, than there would be going out to a physical shop. Please be assured that your payment details are not stored in any way, and any electronic transmission of said details is fully encrypted. Your order will be discreetly packaged too – nobody will know what it is from the outside. Your personal details (name, address etc) are only retained by me for the purposes of my mailing list. They are never passed to any third party and you can always opt out of any further contact. If you require details to be removed at any stage then please contact me.

Orders & Returns

How do I place an order?

Add items to your Shopping Basket, on the Checkout enter your billing and shipping addresses and finally pay with your preferred method. I will then ship your product(s) to you! If I am unexpectedly out of stock of an item, I will contact you as soon as possible to let you know.

How can I cancel or change my order?

It’s not possible to change an order once placed. However, please do contact me, and I will always do my best to help out.

Do I need an account to place an order?

No, it’s possible to order as a Guest, however having an account offers benefits. You won’t have to keep entering your details again should you decide to shop with me again. It also means I can send you offers and tell you about new products. We all like an offer or two.

How do I track my order?

Most orders are sent using standard shipping with Hermes, please enter the tracking number provided with your order confirmation email at new.myhermes.co.uk/track.html. If you have requested Express Shipping, this is via DX24 or Royal Mail. Please enter the tracking number provided with your order at either www.dxdelivery.com/consumer/my-tracking or www.royalmail.com/track-your-item

How can I return a product?

If there’s something wrong with your order, please contact me immediately. If an item needs to be returned, I will supply you with a returns label to print out, so that you’re not out of pocket. I can’t accept returns of used or worn items. For more information about returns, please click here.

Returns, exchanges, refunds

Because of the nature of the items we sell, we don’t accept returns unless (of course) the item is faulty. For this reason, please carefully check clothing sizes, toy dimensions, allergy advice etc. prior to purchase.

If there is something wrong with anything you’ve purchased, please, please contact me using the contact form on this website and I will do whatever I can to put things right. If an item needs to be returned to me, I will cover your return shipping using a label, so please contact me first to arrange this.

I want you to be thrilled with your purchase in every way! I’ve put care and time into selecting and making these items for you, and I hope that this is conveyed to you by my descriptions, photos, and packaging. If you have feedback, I want to hear it, because without your feedback I can’t grow and improve.

If you’re happy with what you’ve bought, then tell people – and tell me! You can leave reviews of all items, and of course you can find Higher Desire on social media. Every interaction helps me as a small business become more visible, and in return I’ll be able to offer previews of new items or collections, exclusive offers, and possibly the odd behind-the-scenes glimpse.

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