Shipping & Returns

DELIVERY DETAILS

The team at Motta Living take the delivery of your parcel very seriously – after all, we’re as excited to send your special purchase as you are to receive it. And, it’s important to make sure you get your parcel when you want it and where you want it. We’ve taken time to select and carefully pack your item and we want you to be happy.

So please help us to help you and read these three points:

Every delivery requires a signature. You can leave us details about a safe place for your parcel in the comments box at checkout. This is useful if you don’t think there will be anyone home to sign for the item.
It’s important to us that your item arrives on time and in first-class condition, so we are happy to have your item delivered when it is convenient for you. If you’re not going to be able to open your package straight away, then please contact us so we can organise a better delivery date for you.
When your order does arrive, you MUST open and inspect it right away. You have three days from delivery to report any damage to us by phone or email, as after this time we are unable to refund or exchange the product.

Delivery Costs

Standard Delivery 2-5 Working Days

Please see the Exceptions section for the delivery cost process when buying multiple items.

Small Item £6.50
Standard, Standard + and Special Standard (dependant on size) £8.99 – £9.99

Next Working Day

£10.99
Fragile Delivery £16.50

Large Parcel From £30.00

Special Delivery From £30.00

European Delivery From £19.00

Worldwide Delivery From £50.00

Basket Delivery

Standard Baskets 2-5 Working Days for smaller baskets

Standard, Standard +, Next Day Standard and Special Standard + £8.99 – £10.99

Large Baskets

Large From £15.00
Big + From £23.00
Big Extra From £38.50

BASKET DELIVERY SERVICE

As baskets come in many different shapes and sizes the cost to deliver them is varied. You’ll see it at the checkout. Prices are from £6.99

Please note that the cost shown is for one basket and if different sizes are ordered then the highest delivery cost will be displayed.

Buying multiple baskets

If you’re buying different sized baskets and we can stack them, then we’ll place as many as we can into the largest basket and the shipping will be for the large basket. However, we might not be able to fit them all in and when that happens we will let you know what the extra shipping costs will be.
If you’re buying multiple baskets of the same size, then it’s not possible for us to stack them and the delivery costs will be per basket; unless three + large BIG baskets are ordered for delivery in the UK (except Scotland and Islands) where we are able to use a more cost effective means of delivery.
When ordering multiples of the same baskets they will be sent to you with the closest match of colour and size possible. Where there is a dramatic difference in colour or size, we will email you images so you can choose to accept them or not.

We will always keep you updated of any extra delivery charges on the baskets. And we will let you know when the baskets have been dispatched.

STANDARD DELIVERY SERVICE

Mainland UK/Islands/Northern Ireland delivery (with some exceptions, please see below) will cost FROM £8.99 for items up to 20kg (dependant on size) and the delivery will be within 2 – 5 working days. This is unless the item is a special order, out of stock or requires special delivery. When this happens, we will email or call you to let you know.

SMALL ITEM DELIVERY SERVICE

For items that are small and lightweight. Delivery is a 3-5 working day service and will cost £6.50. Delivery is throughout mainland UK, Northern Ireland, The Highlands and most British Islands. If you are ordering a few things from us, it may mean the size and weight goes over our standard delivery costs. We’ll send you an email or call you if this is the case to let you know the new delivery charge.

NEXT DAY DELIVERY SERVICE

Within the UK (with some exceptions see below) will cost FROM £9.99 for items up to 20kg (dependant on size) and is available on a next working day basis during weekdays.

If you need a Saturday delivery, do give us a call. Otherwise, if you order on a Friday with a next day delivery then it will be delivered on a Monday. If what you’ve ordered is a special order, out of stock or needs special delivery, we will get in touch to let you know.

You must order by 1 pm for next day delivery. If you order after 1 pm then you’ll miss the collection and it will go in the next days shipping.

FRAGILE DELIVERY SERVICE

Within the UK (with some exceptions please see below) will cost FROM £16.50 for up to 20kg (dependant on size) and is often a next day delivery service. We post our fragile items by a service which means they don’t go through the automated machines at the courier. And if you’ve ordered more than one item, we will try to ship everything in the fragile package. Although sometimes this may not be possible.

If you live somewhere that isn’t covered by our fragile service, we will try and find an alternative option.

LARGE PARCEL DELIVERY SERVICE

Within the UK (with some exceptions please see below) FROM £30.00. This service is for items that are larger than those carried by the Standard or Fragile Service.

SPECIAL DELIVERY SERVICE (WITH SOME EXCEPTIONS)

This service is for oversized or extremely fragile items that require more personal and careful delivery. If you live somewhere that cannot be serviced by special delivery, we’ll try to find an alternative option. From £30.00

SATURDAY DELIVERY SERVICE

A Saturday delivery service is available at an extra cost. Please contact us either by phone or email so we can arrange this for you.

CLICK AND COLLECT SERVICE

We are pleased to offer a free of charge service where you can collect your item/s by appointment from Motta Living, The Cottage, Gooms Hill, Abbots Morton, Worcestershire, WR7 4LT.

Please call 0044 1386 257654 to arrange a suitable time for collection.

Please make sure you have your order number to hand and proof of ID

EUROPEAN DELIVERY

From £19.00. If you want your item delivered to Europe, we will find the best option available and let you know the final costs. You may find that some items which are small and light cost less than £19.00. When this happens, we refund the difference when you’ve received your order. If you’re not sure or have any questions, do get in touch.

WORLDWIDE DELIVERY

From £50.00. When we have priced the best service for your order, we’ll send you an email and let you know the final shipping costs. If the shipping is less than £50 we will refund the difference when we deliver. Or you can get in touch and we will give you a shipping quote.

EXCEPTIONS

With the exception of some lighting, furniture, fragile and large items, you’ll be able to see the cost of shipping at checkout if you live in mainland UK. There are some areas in the Highlands of Scotland, UK Islands, part of Northern Ireland and Eire that come with an additional delivery cost. We will always let you know once we’ve received your order. Please do email or call us if you want more details about these costs.

Large, heavy or multiple products can cost more to ship. Often multiple items will fit into a standard box for the one box delivery cost that you will see at the checkout. However, if multiple items require more than one box to deliver then this will incur an additional delivery charge per box. When you order, select a postage option and continue through the checkout. Someone from the Motta Living team will get in touch and let you know the final costs of your delivery. When we’ve received the additional payment, your order will be shipped. Or you can get in touch at any point to find out what the costs will be.

If you don’t accept the receipt of the delivery and the courier needs to resend it, there will be an additional postage charge. Usually, this is the same cost as the initial delivery but sometimes there can be a surcharge added by the delivery company.

You are responsible for paying any customs or import duties for shipped or returned items.

And finally, if you need an alternative delivery, we’re always happy to help. Please call our friendly customer services team on 01386 257654, who’ll do their best to make sure your parcel arrives to suit you.

REFUNDS and RETURNS

We’re sure you’ll love the item you have purchased, but from time to time a box may arrive damaged. Please contact us at hello@mottaliving.co.uk straight away (within 3 days including weekends), or call us on 01386 257654 (you can leave a message too) to arrange for an exchange. If you don’t contact us within 5 days regarding the damage, then we are sorry but no refund or exchange will be given.

CHANGED YOUR MIND?
Sometimes this happens too so, should you wish to return the item please get in touch and then return the item within 14 calendar days of receipt of the package unused. We will gladly offer a full refund back onto your card or organise an exchange or gift vouchers to the full value of the item.
The return postage cost will be at your expense and returns made after 14 calendar days and up to 30 days will be given the refund value in vouchers only. After 30 days have expired NO returns will be accepted.

BASKETS
Refunds or exchanges will be offered on any basket you received damaged in transit. Baskets can be exchanged but not refunded. We will always send you an image of your baskets before purchase if requested.
Please take the time to read the following.

All baskets are handmade and will therefore naturally have a variance in size and colour. This can be by a few cms but in general the sizes shown are a good average of the size given by our suppliers.
The colour variance is due to the rattan/wicker being from a living plant and each plant is individual.
When customers are purchasing multiples of baskets, we endeavour to make sure that the size and colour are as close as possible to each other, but this cannot be guaranteed and is the beauty of choosing to have a handmade basket in your home.

PLEASE NOTE
Personalised, bespoke, made-to-order, special orders (orders taken/made at the customer’s request), wallpaper orders, personal or perishable items are non-refundable, unless faulty.
Also, that we cannot offer a refund via cash or cheque.

SALE/OUTLET
Items that are returned can either be exchanged or credit vouchers given (at sale value). No cash refund will be made and the the item must be returned at the customers own cost unless faulty.

All returned items must be packaged very carefully (in the original packaging) and securely and sent via a postal service or courier. It is advised that you use insured and registered/tracked mail. It is important that you keep all the details of posting, and please note that Motta Living cannot accept any liability for loss or damage of the item in transit. Should an item arrive damaged you will be contacted by email explaining this and images of the broken product will be attached. If you require the broken product being returned, this will be a chargeable expense and no refund for the product will be made.

Any overseas orders requiring a refund will be refunded in Sterling. Motta Living will take no responsibility for any changes in the exchange rate and any loss of currency. Please take this into consideration before placing any orders.

If you require any further help then please do call one of our friendly customer service advisors on 01386 257654 who will be glad to assist you.

Please address any returns to:
Motta Living Ltd
The Cottage
Gooms Hill
Abbots Morton
Worcestershire
WR7 4LT

PLEASE NOTE THAT

We receive a lot of packaging here at Motta Living and we try to reduce our waste as much as possible. We reuse all packaging to ship out orders. You are likely to receive your order in a pre-loved box but it doesn’t affect the first-class quality of all our stock.