FAQ’s

You should find answers to some common questions here, but if you have any problems please contact us.

 Your order

How can I place an order?

You can order online, by phone +44 (0)330 332 2530 or using our Happy Hooves postal order form. When completed the order form should be sent to: Freepost Plus RTSE–TTEZ–CUXK, SPANA, York House, Wetherby Road, Long Marston, YORK, YO26 7NH. Remember, you do not need to use a stamp.

I have not had confirmation of my order.

Normally you will receive an email within a couple of minutes confirming your order. (Please check your junk mail folder too). If you haven’t received an email after this time please email spana@mosaic-fs.co.uk and we’ll be able to assist you.

Where is my stuff?

Please provide your email address at the time of ordering to enable us to contact you about the status of your order. We will confirm receipt of all orders and payments via email. We will also email you once your order has been dispatched.

If for any reason we do not deliver any item within 10 working days (UK only, overseas may take longer) after the day on which we send you a dispatch email, please email us at spana@mosaic-fs.co.uk

What happens if my item is not available?

Stock is subject to availability and we do not re-order stock once all products have been sold. Items may be sold out due to popular demand. If we are unable to fulfil your order, we will get in touch about an alternative item or a refund.

Can I make changes to my order?

Should you change your mind, you can amend part or all of your order by calling us on

+44 (0)330 332 2530.

Amendments can only be accepted prior to your order being prepared for dispatch. If you have received a dispatch email, then no further amends will be able to be made.

Here are our full terms and conditions of replacement.

How do I return my item if it was damaged/wrong item/unwanted?

Please email us at spana@mosaic-fs.co.uk or call us on +44 (0)330 332 2530 within seven days of delivery. We will offer a replacement item or full refund if required.

How do I report a missing item from my order?

Please email us at spana@mosaic-fs.co.uk or call us on +44 (0)330 332 2530 and we will arrange to send the missing item.

Gifts of Health and Happiness

Please note that if you request an e-version of any gifts of Health and Happiness, you must place your order online. We are currently unable to send an e-version of the Health and Happiness gift if you place your order on the phone or by mail.

I ordered a gift of Health and Happiness online and didn’t receive the email.

Please check your junk email folder first. If you still can’t find the email, email us at spana@mosaic-fs.co.uk

I ordered a gift of Health and Happiness online and need to change the date it will be emailed or I put in the wrong email address.

Unfortunately, the system we currently use does not support this kind of functionality and such amends cannot be made. Therefore, please ensure that the information you submit is correct.

 

I ordered a Gift of Health and Happiness and want to give you the details to put on the gift certificate.

If you’d like to give us the details to put on the gift certificate, please call us on +44 (0)330 332 2530. Please note that amendments can only be accepted until your order has been prepared for dispatch.

 

Cancellation, refund and returns

How do I cancel my order?

You have the right to cancel your order by notifying us within 14 days of the date that you receive the goods. You do not need to provide any reason for this cancellation. However, you must return the relevant item(s) to us no later than 14 days after the day on which you tell us that you wish to cancel your purchase. You will be responsible for the costs of returning the goods to us.

To cancel a purchase, you must tell us that you wish to cancel within the 14 day period referred to above. You can do this by emailing us at spana@mosaic-fs.co.uk. Alternatively, you can give us a call on +44 (0)330 332 2530.

Please visit our Terms and conditions for full Cancellation Policy. Note that this is not intended to be a full statement of all your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Full details of your rights under these Regulations are available from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

How do I apply for a refund?

To apply for a refund please call us on +44 (0)330 332 2530 or email us at spana@mosaic-fs.co.uk.

When will I get my refund?

We will make the reimbursement using the same means of payment you used for your initial transaction, unless you have paid by cash in which case we will issue a cheque refund. However, if you paid us using a foreign currency cheque, we will refund via international bank transfer. You will not incur any fees as a result of the reimbursement except in the case of refunds via international bank transfer where your bank may apply additional charges. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

The goods should also be returned to us in a new and unused condition, otherwise we may not be able to offer you a full refund.

If you have provided us with an email address, we will email you confirmation that your refund has been made.

Please visit our Terms and conditions for full Refund Policy.

How to make a return

To make a return, please follow the steps below:

  1. Call us on +44 (0)330 332 2530 to notify us of the return within seven days of delivery.
  2. Repackage the item(s) and include your dispatch note in the return parcel to help us identify your order and provide a refund should you have requested one.
  3. Send your returns through a service that insures the value of the goods. We recommend recorded delivery.
  4. Keep proof of postage. The cost of returning the item to us is your responsibility.

 

Dispatch and Delivery

UK delivery options

  • Standard Delivery

Standard UK service delivery is charged at £2.95 to any UK mainland address and Northern Ireland (excluding offshore territories). These charges cover packaging, handling and delivery. Orders are usually processed within 24 hours, and are dispatched to arrive within 5-10 working days.

  • Next Day Delivery

Next Day delivery is available when an order is placed before 1pm for delivery the next working day, except where an order is placed after 1pm on a Friday, in which case the order shall be dispatched the next Monday to arrive on the Tuesday. Next Day delivery is charged at £4.95 to any UK mainland address and Northern Ireland (excluding offshore territories), and these charges cover packaging, handling and delivery. Next Day deliveries will require a signature on receipt; please ensure someone will be in to sign. We do not offer this service to countries outside of the UK.

International delivery option

  • Standard Delivery

Standard overseas service delivery is charged at £4.95. These charges cover packaging, handling and delivery. Orders are usually processed within 24 hours, and are dispatched to arrive within 21 working days.

We will keep you up to date with the status of your order via email.

feet-bg