How to get in touch with us -

Call us:
01483 413100

Phone lines are open Monday-Friday 9.30am-2.30pm (during November and December, this is extended to 5pm).
Please leave a message if we are not available and we will aim to call you back within 48 hours.

Send us a message via our Contact Form
Emails are typically answered within 48 hours (Monday-Friday).


UK Services

Orders placed before 1pm (Monday-Friday) will be dispatched the same day.

Standard Delivery Service

Almost all standard delivery orders are sent out using Royal Mail’s Tracked 48 service.

A tracking number will be provided in the dispatch notification email, which you can use to track your consignment on the Royal Mail website.



Estimated Delivery Time Frame

Royal Mail Tracked 48


2-5 working days

Express Delivery Service

Depending on the size and value of your order, shipments are sent using either Royal Mail’s Tracked 24 service, or ParcelForce or DPD’s next day courier services.

Express delivery is defined as a "Next Working Day" service and deliveries are only likely to take place on weekdays (excluding bank holidays).

Your order must be received before 1pm for it to be despatched on a next working day service.

Any Next Working Day deliveries ordered on a Friday (after 1pm), Saturday or Sunday will be despatched on Monday and delivered on a Tuesday.

If your order has been dispatched using a courier service, you will receive an email / text from them with an anticipated delivery slot on the morning of delivery, however, please be aware parcels can be delivered up to 9pm.

If your order was dispatched via Royal Mail, you can track your order on their website.

Please note. Whilst virtually all next-day deliveries are delivered on time and as expected, our couriers are unable to guarantee their services, hence, our Express Service is not ‘Guaranteed Next Day’.



Estimated Delivery Time Frame

Royal Mail Tracked 24


1-2 working days

Courier – DPD / ParcelForce


Next working day

Off Mainland

For certain off mainland addresses, oversized items may incur a delivery supplement; should this be the case, we will contact you to confirm exact costs.

International Services


International shipping is determined by an item’s size and weight.

Small and Medium Parcels which do not exceed 2kg will be sent using Royal Mail’s International Service, in partnership with the destination country’s National Postal Service.

Larger Parcels, and parcels which are heavier than 2kg, will be shipped using DPD or ParcelForce.

Once your order has been despatched you will receive a confirmation email with your tracking number, enabling you to track your order on its journey to you.

Your privacy is of the utmost importance to us, and we know that you care about how information about your order is used and shared. Please click here to view our Privacy Policy.


We want you to be entirely satisfied with your Carousel Shop purchase.

If, for any reason you are not, we will happily assist you in arranging a return, refund or exchange.

Please read the returns policy (below) carefully, then contact us for authorisation and further instructions.

Faulty / Damaged goods

We try, as far as possible, whilst maintaining the integrity of an item’s packaging, to carefully inspect all goods before they are packed and shipped.
Should you receive goods which are faulty, damaged, not as described, or not what was ordered, we request that you notify us within 48 hours of delivery.
We will require a full explanation and, where appropriate, photographic evidence.

Please contact us before you open any damaged outer boxes as we may require these to be returned ‘unopened’ for inspection.

Items which are faulty, damaged, not as described, or not what was ordered will be eligible for free returns (if deemed necessary).
Please do not return such items without authorisation as we are unable to refund postage costs unless it has been previously agreed.

Faulty / damaged items will either have the faulty component replaced, or the item will be replaced in its entirety (at our discretion).
Incorrectly sent items will be replaced with the correct item.

If necessary, a refund can be arranged instead.

Items not returned within 30 days cannot be replaced or refunded except in exceptional circumstances.

Unwanted items

If you change your mind about something you have ordered, or you don’t like it as much as you hoped you would, we can help you arrange a return.

The item must be returned in its original packaging and condition and be fit for re-sale.
All postage costs are the responsibility of the customer.

Please include a copy of the invoice (or a piece of paper with your order number, name and contact details) and state the reason for returning the item and whether you would prefer an exchange or a refund.

We recommend that you return items using Recorded Delivery with a proof of posting, as we cannot accept responsibility for items lost or damaged in transit.

We will ONLY refund via Paypal or to the credit/debit card used.
Please note. The outbound shipping costs and the return postage and packing cannot be refunded unless the item is faulty or an error has been made on our part.
When returning goods which you bought using a discount, offer or free delivery, we will adjust the refund accordingly if you fall below the discount/offer/free delivery threshold, as that discount or offer will no longer apply.

Items returned after 30 days will not be refunded except in exceptional circumstances.

Cancellations / Goods ordered in error

Please notify us as soon as possible if you have ordered something in error or if you wish to cancel your order. We check for cancellation requests first thing in the morning and again around lunchtime.
If a customer requests to cancel an order and it has already been shipped, then they will fall liable for the cost of the delivery to them and also for the return.

We suggest you obtain proof of posting when returning items to us and use a signed for method, as we cannot accept responsibility for items not received.


How do I track my order:

You can track your order using your tracking number and the link on your dispatch confirmation email.
Alternatively, you can sign in to your Carousel Shop account to check your order status.
You can also visit the following sites to track your order. Be sure to have your tracking number ready.

Why hasn’t my order arrived:

If your order has not arrived within the time-frame specified above, try the following:

  • Click the tracking link on your dispatch confirmation email to see your order’s status
  • Sign into your account to check we have your correct delivery address and contact details
  • During extremely busy periods, e.g. Black Friday, Christmas, bank holidays, we may need to slightly extend our delivery window. This will be by exception only. Please contact our customer service department if you have any questions or concerns regarding your order
  • If you were out at the time of delivery, our delivery driver should have left a card to tell you where your parcel is, i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch
  • If you still can’t find your parcel, please contact us, quoting your order number. We’ll reply within 48 hours and will do our best to locate your parcel straightaway.

I’ve forgotten my password – what should I do?

If you are trying to sign in to your account but have forgotten your password, click on the link on the sign in page that reads “forgotten your password?” and we’ll send you an email reminder.

Am I able to amend my delivery address?

We are unable to change the delivery address for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won’t apply to orders already placed.
If you need to change an address, please cancel your order as soon possible, and re-order using the correct address.

An item is missing from my order, what should I do?

Please check your packing slip (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please contact us

Have you received my returned item(s)

We’ll send you an email to let you know we’ve received your item(s) and your refund is being processed. If after 10 working days we haven’t been in touch, please do contact us.

Why has my order been cancelled?

During busy periods, such as Christmas, Black Friday and Sale, demand may outweigh the amount of stock we have available and we may not be able to fulfill your order. If this is the case, we will let you know as soon as possible.