Browsing The Store

Finding your way around the store is performed using the menu bar across the top of your screen. When you hover over the menu categories, a drop down box will appear with a list of sub categories. Clicking on any of the sub categories will take you to that store section, where you can browse through products, or select a further sub section from the sub menu on the left of the page.

If you're looking for a particular item, you can try searching for it using the search tool on the menu bar.

Your Shopping Basket

When you have found the product you are interested in, clicking on the 'Add To Cart' icon will add the product to your shopping basket at the top right of the page. Your shopping basket will keep track of what you have added, as well as the quantities chosen.

Clicking on the basket icon at the top right of the page will take you to your 'Shopping Cart' page. From here you can see a breakdown of all the products in the basket.

If you would like to change the quantity of a particular product, then in the quantity box type in the quantity you require and then press the update icon next to the quantity box. If you change your mind and no longer want a particular product, just click the 'X' icon next to the product which will remove it from your basket.

When you are satisfied with your selection, clicking the 'Checkout' icon will take you to the payment page. On successful payment, your order will be created and you will be provided with an order number for your records.

Status Of Your Order

If you would like to see the status of your order, then click on the 'view order' tool at the right of the page. You will be prompted for your order number, and the email address used to place the order (for security reasons).

The next screen will then show your order, the current status, and (provided your order is still in a 'pending' status) the option to cancel your order and receive a refund.

The status of your order is described as;

Status	Description
Paid	Your order has been received, and is waiting to be processed. Orders in this state can be cancelled.
Awaiting  Approval	Your design has been assigned to the queue for the artwork department to check its sizing, positioning, and clarity.
In Progress	Work has begun on your order. Orders in this state can no longer be cancelled due to the cutting/engraving/printing
Dispatched	Your order has been dispatched. You will receive a dispatch email or text via our courier.
Cancelled	Your order has been cancelled.
PLOTTER	Your house sign/memorial artwork has been approved and has been designated to the plotter machine, which will cut a stencil of your design ready for sandblasting.
In Swansea/ In Llansamlet	A member of the team at the chosen location has processed your Click & Collect order, and will contact you to arrange it's collection.

The cost of posting your order is added to the total at checkout and can be seen on your shopping basket page.

Postage is calculated by order weight and is charged as follows within the UK;

Weight	Price
Up to 2kg (DPD)	£3.30
2kg to 25kg (DPD)	£5.75
25kg to 50kg (DPD)	£12.00

Currently we don't ship internationally.

Please note: if you miss repeated delivery attempts by our courier and your order is returned to us, then a further postage charge would need to be paid in order for us to send your order out to you a second time.

To ensure the best communication possible, please enter a mobile number, not a landline, into your account details so that the courier can send you an SMS with delivery instructions/options.

Delivery Times

Expected delivery dates will vary for each product and are stated in the product descriptions for each individual product.

Click and Collect

If you have chosen 'Click and Collect', you will be contacted with a confirmed collection date shortly after placing your order.

We aim to have all 'Click and Collect' orders ready for collection on or before the stated expected delivery date stated for each product.

When collecting your order, please bring proof of purchase, this can be your order confirmation email or a print out, or proof of ID.

If someone else is collecting on your behalf, please provide them with a copy of proof of purchase or order number.

You will be notified by email when your order is available for collection.

Please note: for a standard order you will have 28 days from when your order has arrived to collect. After this time, your order will be cancelled, and a refund will be issued to the original payment method used. If the item is personalised, then  we will be unable to offer a refund - we will, however, keep the order for a period of 6 months, and will attempt further contact with yourself.

Returns Policy

Returns

Non personalised items can be refunded within 28 days of receipt for a full refund or an exchange. All items must be unused, in their original packaging and in a resealable condition.

Due to health and hygiene reasons, we are unable to offer a refund or exchange on pierced jewellery or beauty products.

We are unable to offer a refund for gift vouchers.

Personalised Products

Due to the nature of our personalised products, we try to offer a returns policy which is fair.

For personalised products, the product will be replaced if the personalisation differs from that which was submitted during the ordering process, at no additional cost.

For personalised products which have been correctly personalised as to the specification on the order page, we regret that we cannot offer a refund for these items.

Returning an Item

If you would like to return your order, please email us at sales@valleymill.co.uk or call us on 01639 750748 to inform us. You will then need to post the product to our workshop address:

Valley Mill Ltd.

Unit 4

RVB Park, Camffrwdd Way

Swansea Enterprise Park

Swansea

SA68QD

Please include your name and order number in with the parcel and we advise obtaining proof of postage, we cannot be held responsible for missing or damaged parcels. Postage costs are non refundable.

Returning to Store

Items can be returned to either our Swansea store or Llansamlet workshop. If you wish to return to either, please inform us prior to this via sales@valleymill.co.uk or call us on 01639 750748. We are unable to issue a refund for delivery costs paid.

We will only issue a refund to the original payment method. If paid via debit/credit card, card and cardholder must be present. Please bring proof of purchase, this can be your order confirmation email or a print out.

Faulty Items

If you have received your item and find it to be faulty, please email us a photo of the product via sales@valleymill.co.uk, with a brief description highlighting the fault. Once checked, we will then arrange for the items to be collected via our courier. Once the item has been collected and reviewed, we can either issue a replacement or a full refund. If the product has been damaged in transit, we will arrange for collection to evaluate whether the product can be repaired or replaced.

This policy does not affect your statutory rights.

Privacy Statement

Valley Mill retain information regarding customer relations for internal business use only.

At no point will we divulge any customer details to third parties without the explicit consent of the customer involved.

Information submitted via the Contact Form will not be distributed to any third parties.