Frequently Asked Questions
At Lea Cottage, we love our customers. We do everything in our power to make your shopping experience a painless and pleasant one. If you have suggestions for ways to improve our products or presentation, please let us know through the Contact Us form available here.
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I’ve placed my order. What happens next?
The order is received by Lea Cottage staff. The shipping charges are established, based on the shipping option selected, and an invoice is created and an email is sent to your email address. Once payment is received, the wheels are set in motion to create your You-nique product(s).
If your order includes customized embroider, we will provide a mock-up which will be submitted to you for your approval. This does not apply for those products where there is a monogram or initial.
Every time the status of your order changes (for example, ‘Processing’ to ‘Complete’), you will receive an email notification.
What is the Cottage Club?
The Cottage Club is a VIP group of our clients that receives a 20% discount on all orders. Also, they are notified of Lea Cottage events, sales, and new products.
What shipping methods do you offer?
At the time you place your order, you will be required to specify your desired shipping method – Regular Post, Expedited Post or Courier. The shipping charges will be calculated by Lea Cottage based on the shipping method selected, the weight/dimensions of your order and the destination country. A separate invoice will be emailed to you outlining those charges.
NOTE: Regular Post does not offer package tracking.
Do you ship Internationally?
Yes, we ship internationally depending on the destination country. Shipping costs will be calculated by Lea Cottage and billed separately.
How are shipping costs calculated?
Shipping costs are calculated based on the product weight, dimensions, the destination of the order and the shipping method selected. For Regular and Expedited Post, Canada Post charges will be used. Either DHL or FedEx will be consulted to determine the shipping cost.
Will I receive a tracking number with my order?
Only if you selected Expedited Post or Courier as your desired shipping method. You will receive an email with the tracking number of your parcel as well as the URL containing your packages progress to its destination.
Will orders with multiple items ship together or separately?
We will only ship orders that are complete unless instructed to do otherwise.
Lea Cottage is NOT responsible for packages that are damaged, stolen, or left at the wrong house by any of the shipping carriers. Please prevent these problems by insuring you have the correct ship to address and ship to a location where someone will be available to sign for the package. We are not be liable for any packages that arrive late due to shipping problems that arise with the Canada Postal System, war, terrorism attacks, “Acts of God” or changes to service resulting from COVID-19 or related governmental service changes such as earthquakes, floods, hurricanes, snow storms, etc.
Can merchandise be returned?
We want your shopping experience at Lea Cottage to be enjoyable, and for that reason we are happy to honour any reasonable return request. When you receive your order, please inspect it carefully to ensure that all items meet your expectations. If you are not satisfied, please contact us within 15 days of receiving the order. We cannot accept returns after 15 days.
You must fill out the Refund Request form on our web site to initiate the refunding process. A Lea Cottage staff member will be in touch to negotiate the refund.
Please refer to our Refund Policy outlined on the Terms and Conditions page.
What if I received my order, but some items are damaged or missing?
Please inspect all items carefully when you receive your order. If there is any damage or items missing, please email us at firstname.lastname@example.org at your earliest convenience, but please, no later than 15 days after the package was received. Keep the original box, packaging materials, as well as any paperwork that came on or in the box. We may request that you email us a digital photograph of the damaged box and/or items.
How do I return Items?
Please complete the Refund Request form on our website – here’s the link – REFUND REQUEST. Someone will be in touch quickly to initiate the process.
Unauthorized returns will not be processed unless we are notified first. Carefully repack the items and send the package to us with shipping pre-paid by you to the address given by the Lea Cottage staff.
Upon receipt of the product we will credit you for the merchandise and taxes only – not shipping. We highly recommend using a shipping service that provides a tracking number. Products damaged or lost during return shipping will not be refunded.
You will be notified via email when we receive the package and the amount of the refund.
Every effort will be made to deal honestly and respectfully.
Refused orders and undeliverable orders
If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address entered by the customer, we will charge additional shipping. Please review your order carefully to ensure there are not errors that will prevent the delivery of your order.
How long before I receive my refund?
On our end, refunds and cancelled order processing will be accomplished within 5 – 7 business days after receiving and the inspection of the returned items..
Delays in receiving your refund could result from your banking institution or credit card company. Lea Cottage is not responsible for delays after we have processed the refund. We are happy to work with you to get any issues resolved.
How do I check the status of my order?
At Lea Cottage, we do our utmost to make and send your order to you as quickly as possible. To that end, we will email you when the status of your order changes – when the order is received, when it is being processed, when its complete and most importantly, when it is shipped.
Having said that, we do understand you may want to check the status of your order at any time. Please feel free to email us at email@example.com.
How do I place an order?
When you find a product you like, click on the image to see more details of the product. The majority of our products offer a choice of sizes to choose from. If the product allows for the inclusion of custom text, initials and/or names, simply enter the information in the box supplied. When you have selected the appropriate options, enter the quantity you would like to order and click the “Add to Basket” button to add the product(s) to your shopping cart. The product(s) will be added, you will be taken to the shopping cart screen and from there have the option to continue shopping or checkout.
NOTE: If you have not specified all the available options for the product you are ordering, a message identifying the missing information will be displayed. In that situation, it will not be added to your shopping cart.
When you view your shopping cart, you can change product quantities or remove items. When you are completely satisfied with your order, click “Checkout” to begin the checkout process. This will take you to our secure server where you can enter your payment and shipping information. All transactions are encrypted for your security.
A copy of the invoice will be sent to the email address associated with the order. If you have any questions about ordering, please contact us by e-mail at firstname.lastname@example.org.
What are my payment options?
We process order payments through PayPal in order to provide the most secure payment gateway as possible. You are NOT required to have a PayPal account to place an order through PayPal. PayPal also allows payment using some Debit cards. Your order will be processed and shipped once payment is received and cleared.
We are looking at additional forms of payment for the future.
NOTE: Your credit/debit card information is never stored by us and therefore is not available if our site should be hacked (heaven forbid!).
What Taxes, if any, are added to my order?
At this point in time, you will not be charged sales tax. However, international orders may be charged tax in addition to duties as part of the customs clearance process particular to your country of residence – not Lea Cottage.
Every effort is made at Lea Cottage to reduce the risk of possible COVID-19 contamination. Incoming materials are held in quarantine prior to use in your order.
Your order will be packaged in such a way as to prevent COVID-19 contamination en route to your home. We strongly suggest that you allow a full 14 days quarantine of your item(s) to be safe.
Some of that quarantine would be satisfied by the number of days it took for the package to arrive. For example, if your package takes 14 days to arrive, the quarantine period has been served and it is safe to open it upon receipt. If it only took 10 shipping days, then it should not be opened for another 4 days.
Lea Cottage cannot enfore adherence to COVID-19 safety precautions. That’s your individual choice. Lea Cottage is not responsible for the transmission of the coronavirus through our products.