Frequently Asked Questions

Welcome to our FAQ page! We’ve compiled answers to the most common questions we receive from customers. If you can’t find what you’re looking for here, please don’t hesitate to contact us – we’re always happy to help.

Ordering & Payment

How do I place an order?

Shopping with Two Tiny Turtles is easy! Simply browse our collection, add items to your basket, and proceed to checkout when you’re ready. You’ll need to provide your delivery address and payment details to complete your purchase. You’ll receive an order confirmation email once your order is successfully placed.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept PayPal for your convenience and security. All payments are processed securely through trusted payment gateways.

Is it safe to shop on your website?

Absolutely! We take your security seriously. Our website uses SSL encryption to protect your personal and payment information. We never store your complete card details, and all transactions are processed through secure, industry-standard payment providers.

Can I change or cancel my order?

We aim to dispatch orders quickly, but if you need to make changes or cancel your order, please contact us as soon as possible. If we haven’t yet dispatched your order, we’ll do our best to accommodate your request. Once an order has been dispatched, you’ll need to follow our returns process.

Delivery & Shipping

Where do you deliver?

We currently deliver throughout the United Kingdom. For full details on delivery areas, costs, and timeframes, please see our Delivery Information page.

How long does delivery take?

We aim to dispatch orders within 1-2 working days (Monday to Friday, excluding bank holidays). Once dispatched, UK delivery typically takes 2-5 working days depending on your location and the delivery service selected. You’ll receive tracking information once your order has been dispatched.

How much does delivery cost?

Delivery costs vary depending on your location and the items in your order. The exact delivery charge will be calculated and displayed at checkout before you complete your purchase. We occasionally offer free delivery promotions – check our homepage or sign up to our newsletter to stay informed!

Can I track my order?

Yes! Once your order has been dispatched, you’ll receive an email with tracking information where available. This allows you to monitor your delivery’s progress. If you have any concerns about your delivery, please contact us.

What if I’m not home when my order is delivered?

Delivery procedures depend on the courier service used. Typically, they’ll either leave the package in a safe place, with a neighbor (with your permission), or leave a card with instructions for redelivery or collection. You can often provide delivery instructions during checkout.

Can you deliver directly to the recipient as a gift?

Absolutely! Simply enter the recipient’s address as the delivery address during checkout. This is perfect for sending gifts directly to friends and family.

Returns & Refunds

What is your returns policy?

We want you to be completely happy with your purchase. If you’re not satisfied, you can return items within the timeframe specified in our Returns & Refunds Policy. Items must be unused, in their original condition and packaging. Please read our full returns policy for complete details.

How do I return an item?

First, contact us to let us know you’d like to return an item. We’ll provide you with return instructions and a returns authorization if required. Please refer to our Returns & Refunds Policy for full details on the returns process.

When will I receive my refund?

Once we receive and inspect your returned item, we’ll process your refund as quickly as possible. Refunds are typically issued within 5-10 working days of receiving the return. The refund will be credited back to your original payment method.

What if my item arrives damaged?

We take great care in packaging our products, but occasionally damage can occur during transit. If your item arrives damaged, please contact us immediately with photos of the damage and packaging. We’ll arrange a replacement or refund as quickly as possible.

Products & Stock

Are your products genuine/authentic?

Yes! All our products are sourced from reputable suppliers and manufacturers. We’re a legitimate UK business that takes pride in offering quality, authentic homeware and gifts.

How do I know if something is in stock?

Our website displays real-time stock availability. If an item is available to purchase (you can add it to your basket), it’s in stock. If an item is out of stock, it will be clearly marked, and you won’t be able to add it to your basket. Some out-of-stock items show expected restock dates.

Can I be notified when an item is back in stock?

Currently, we don’t have an automatic notification system, but we’d be happy to help! Please contact us with the product you’re interested in, and we can let you know when it’s expected back in stock or suggest similar alternatives.

Do you provide product dimensions and specifications?

We strive to provide detailed product information, including dimensions, materials, and specifications on each product page. If you need additional information about any product, please don’t hesitate to ask us.

Account & Privacy

Do I need to create an account to order?

You can place an order with us whether you create an account or checkout as a guest. Creating an account allows you to track your orders easily, save your details for faster checkout next time, and view your order history.

How do you use my personal information?

We take your privacy seriously and only use your personal information to process and deliver your orders, and to communicate with you about your purchases. We never sell or share your information with third parties for marketing purposes. For full details, please see our Privacy Policy.

How can I unsubscribe from your emails?

If you’ve signed up for our newsletter and wish to unsubscribe, you can click the “unsubscribe” link at the bottom of any marketing email we send you. You’ll still receive essential order-related emails if you place an order with us.

About Two Tiny Turtles

Are you a real business?

Yes! Two Tiny Turtles is a legitimate UK sole trader business operating as a family concern. We’re passionate about what we do, and we take pride in offering quality products with exceptional customer service.

Where are you based?

We’re a UK-based business, proudly serving customers throughout the United Kingdom. We understand British homes, gift-giving occasions, and what UK customers are looking for in homeware and gifts.

Can I visit your shop?

We operate as an online-only business, which allows us to keep our prices competitive and our product range extensive. All our products are available to view and purchase through our website.

Do you have a physical catalog?

We don’t produce a printed catalog, but our website showcases our full range of products with detailed descriptions, multiple images, and all the information you need to make an informed choice. Our online store is updated regularly with new products and seasonal collections.

Still Have Questions?

We’re here to help! If you haven’t found the answer you’re looking for in these FAQs, please don’t hesitate to contact us. As a small family business, we personally respond to every enquiry and aim to reply within 24 hours during working days.

We look forward to helping you find the perfect homeware and gifts!

Two Tiny Turtles – Your questions answered by real people who care.