Shipping and Returns
Shipping
We currently ship to the UK only, but we are working to open up to international markets in the near future!
Shipping Cost
Shipping costs vary and are visible at checkout.
Shipping Method
We ship your order via courier on the next day UPS Standard tracked service.
Delivery Lead Time
Dispatch and delivery times vary, we aim to dispatch your order within 3 working days from your ordering, and UPS aims to deliver within 1-2 working days..
Damaged Or Faulty Orders
In most cases, we will offer to replace or refund damaged or faulty items. For more information on this, see ‘Damages & Faults’ below.
Other Enquiries
If you have a specific question about your order which isn’t answered here or on our FAQs page, email us on hi@cantodesign.co.uk and we’d be happy to help!
Return
Thanks for shopping at Canto Design. We hope you are happy with your order. However, if you are not fully satisfied with the item(s) you have received, you may return your item to us provided they are in its original condition. Once items are returned you will be entitled to receive a full refund. Please note the terms of our returns policy below.
What is our Return Policy?
We hope you are happy with your order. However, if you are not fully satisfied with the item(s) you have received, you may return your item(s) to us provided they are in their original condition.
If you would like to return your order, you have 14 days to notify us at returns@cantodesign.co.uk from the date of receipt. You will have a further 14 days to send your item back after receiving a response from us. The return period will expire 28 days from the day in which you received the items you ordered.
How to return a product?
1. Email us at returns@cantodesign.co.uk within 14 days of receipt with the following:
Your order confirmation number
The product(s) you would like to return
2. We will respond with the return address
3. Package your order securely and send it back to us.
Please note:
Items must be returned in their original packaging.
You are responsible for the cost of the return shipment.
We advise using a tracked service to ensure your delivery makes it back to us safely and securely, so please retain your proof of postage.
Include a copy of order confirmation with your return, so we can locate it.
4. Your order will be refunded back to your original payment method (including gift cards) once we have been notified and it has been safely received.
Exchange
Can I exchange a product?
We only offer exchanges if an item is incorrect or faulty. We can't offer credit notes for any products ordered through www.cantodesign.co.uk. If you would like to return an item and place a new order for a different product, follow the instructions above on how to return your order, and we can advise from there.
Liability
Please note that you, the customer, are responsible for the safe return of product(s) to us.. We are therefore not liable for any mishandled products or damage caused by poor packaging upon return to us. For more information on damaged or faulty returns, see “Damages & Faults” below.
Damages & Faults
What happens if my order arrives damaged or faulty?
Though we take the utmost care in checking products and packaging orders before dispatch, accidents occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please follow the instructions below.
How to report a damaged or faulty product?
1. Email us at returns@cantodesign.co.uk as soon as possible (no later than 14 days after receipt) with the following:
Your order number
A detailed description of the damage or fault
Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles
*This is important as without evidence we cannot offer a replacement or refund, and are unable to raise a claim with the courier.
2. We will be in touch to confirm if you would like a refund or replacement* and arrange it.
3. Keep the damaged or faulty product and packaging until we confirm what to do with it. We may wish to receive it back, or the courier may ask to inspect it as part of our insurance claim. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will likely ask you to dispose of it.
4. If you choose a refund, you will be refunded as soon as we receive satisfactory evidence of the damage or fault. If you choose a replacement*, it will be sent out as soon as possible if the damaged or faulty product is to be disposed of. If we would like the damaged or faulty product returned to us, we will arrange to have your replacement* sent as soon as we receive it back.
All return and redelivery fees will be covered by us in this case.
*Please note replacements are subject to availability.
Damages Or Faults After Use
Unfortunately, any damage sustained to a product after use won’t be liable for a refund or replacement. However, if you notice a fault with your product within the first 14 days of use, please follow the steps above.
If there is no evidence of mishandling or poor treatment, we will arrange a refund or replacement* for your product.
Damages Or Faults Upon Return
If a product is returned to us damaged, with a fault or in a condition different to how it was received, we are not liable to issue a refund or replacement, and may arrange to return the product to you. Please note it is the responsibility of you, the customer, to arrange the safe return of the product to us.
We ask you to carefully package all products (ideally in their original packaging) and consider the means of transit to ensure your return arrives in the condition it was received. We always recommend using a tracked shipping method in order to trace your return and / or raise a claim with the shipper should there be any issues.
Lost & Missing Orders
What Happens If My Order Is Lost Or Missing?
If your order does not arrive within 1 week of dispatch, check the tracking number in the dispatch notification we emailed you. In most cases, your order will have been delivered to an access or collection point due to a failed delivery attempt.
In the rare situation that your order has been marked as delivered but hasn’t arrived or been delivered to a collection point, or there is no update to the tracking since dispatch, please email us at hi@@cantodesign.co.uk as soon as possible (no later than 14 days after dispatch) so we can open an investigation with the courier.
In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not able to issue a replacement or refund until we receive an update from the courier as orders are often found and delivered after an investigation is opened.
We hope to meet you soon
Contact information
Questions about the Terms of Service should be sent to us at hi@cantodesign.co.uk.
Our contact information is posted below:
Canto Design Limited
Studio 19 - Great Western Studios
65 Alfred Road
W2 5EU
London, United Kingdom
Canto Design is a limited company registered in England and Wales. Registered number: 13971418. Registered office: Finsgate, 5-7 Cranwood Street, London, United Kingdom, EC1V 9EE