All Birch Hen pieces are made slowly and packed with care in the studio in Innerleithen. Orders are sent by Royal Mail using tracked services so your parcel can be followed from the studio to your door.
Most orders are posted within three to five working days. During busy times or seasonal releases this may take a little longer, as everything is made and wrapped with attention.
You will receive an email when your order has been sent. If you have any questions about delivery or timing, you are always welcome to get in touch.
All parcels are sent by Royal Mail Tracked 48 as the standard service. This is a reliable, fully tracked option that allows for calm, steady delivery without rushing the handmade process.
Tracked 48 usually arrives within two days once posted, and often sooner.
If you need your order to arrive more quickly, you can choose Royal Mail Tracked 24 at checkout. This service is also fully tracked and usually arrives the next day once posted.
If you are ordering a gift or need something sooner, please contact me before placing your order and I will do my best to help.
Your order is wrapped in simple, natural materials that protect the work without unnecessary waste. Every parcel is packed to feel calm, thoughtful and in keeping with the spirit of The Birch Hen.
Each Birch Hen piece is made with care and attention. If something is not quite right when your order arrives, please contact me within fourteen days so I can help.
Items must be returned unused and in their original condition. Once the piece has arrived back at the studio, a refund will be issued. Return postage is the responsibility of the customer unless the item is faulty.
If you would like to return an item, please email me first so I can guide you through the process.
If your parcel arrives damaged or an item is faulty, please contact me as soon as possible with a photograph of the issue. I will arrange a replacement or refund depending on what is most appropriate.
Handmade work sometimes carries small marks from the making process. These are part of the character of the piece and not considered faults.
All orders are sent using tracked services. If your parcel appears delayed or has not arrived within a reasonable time, please get in touch and I will investigate with Royal Mail.
A replacement or refund will be arranged once Royal Mail confirms the parcel is lost.
During seasonal releases or busy times, dispatch may take a little longer. Handmade work moves at a steady pace and each piece is wrapped with care. If you are ordering for a specific date, please contact me beforehand and I will do my best to help.
How long will my order take to arrive?
Most parcels arrive within two days once posted by Royal Mail Tracked 48.
Do you ship internationally?
Not at the moment, but this may be added in future.
Can I upgrade my delivery?
Yes. Royal Mail Tracked 24 is available at checkout.
How will my order be packaged?
All pieces are wrapped in recyclable materials and packed by hand.
What if I need help with my order?
Please get in touch at hello@thebirchhen.uk with any questions about your order. Please don't forget to include your order number in your message.