WILTON STORE OPENING HOURS: Tues 10am - 5pm | Wed 2 pm - 5pm-  | Thurs -  Fri 10am - 5pm  | Sat 10am to 4pm

Terms & Conditions 

Placing an order 

We ask all customers to register an account  with us, there you will be able to access your purchase history and view your delivery tracking number. Please note we do not hold your card details.  We know you’ll do this anyway but we need to highlight that it is your responsibility to keep your password confidential and The Bay Window Gift Shop cannot be held responsible if your account is hacked. See how we handle your personal information in our Privacy Policy.


We use Square as our payment gateway, this means that your card details are processed directly with them and are not held by us or on our site. For full details on how they handle your data please visit https://squareup.com/gb/en/legal/general/privacy

Shipping Policy

Due to the nature of small businesses, there may come a time when the item you’ve selected from our online shop has just sold in store.
If this item is the only one currently available, you will be contacted via email or phone to communicate and rearrange a new delivery date. In the event that the product is the last of a product line, your order will be cancelled and a full refund will be issued.  
We thank you, in advance, for your understanding.

Delivery & Charges

Our shipping fees start at £5.50 & are determined by the weight of the parcel. This will be calculated at checkout. Fees include packing & correspondence costs.
For deliveries to Guernsey & Jersey may be subject to customs or import duties. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as these are calculated by Royal Mail.

We operate an environmentally friendly policy and so re-use all packaging that has been sent to us where at all possible. We would prefer this to be of a compostable nature however, we feel it is better to re-use all packaging we receive rather than throw away and hope you will do the same. Thank
you for your understanding. The packing tape we use on parcels is a paper tape and therefore recyclable.

We aim to ship all orders within
3 working days of the order being placed. We aim to post on Mondays & Thursdays. (Excluding Bank Holidays, please allow an extra day in this event). 
We use Royal Mail’s ‘Tracked 48‘ service for all our standard UK orders. Your parcel will be with you in 2 working days (although it can take a little longer at busy times).

When your order has been dispatched, you will receive a confirmation email from us confirming your parcel is on it’s way along with a link to my account Where you will find your order details along with your tracking number.

Click & Collect Service

We do also offer a Click & Collect service for customers who would like the convenience of ordering and paying online.  Please note that there is a £3 surcharge on all orders under £10 this is due to the non-person fees we pay on all transactions.
Once your order is complete you will receive an email letting you know it’s ready for collection.
Please note our 3 day policy still applies but we will aim to do this quicker where we can. 

Overseas shipping

Due to the global virus pandemic and the resulting effects on delivery services we will not have overseas shipping options for the foreseeable future.

Returns, Refund policy and your right to cancel

Under the distance selling regulations you have the legal right to cancel your order within 14 working days of receipt of the goods with the exception of earrings, pierced jewellery, cosmetics, toiletries & underwear  – see below). These terms are the same for both non-sale and sale items.

Please notify us by email, within 14 days of receipt of your item(s), of your intention to return any.

Please wait for us to reply
(usually within 2 days) before sending items back.
Items should be received by us within 14 days of your notification to return.

All goods for refund must be returned in the original packaging with all labels and packaging intact and in
‘fit for re-sale’ condition.

All items must be returned using Recorded Delivery or a fully tracked shipping service.

We do not have a free returns service and you are responsible for the cost of your return.

Original delivery charges and return postage costs will only be refunded if your order was received damaged
(you will be required to retain all the packaging to enable us to claim against the delivery company) was incorrectly supplied, has a fault or is covered under the terms and conditions of a specific product guarantee.
Original delivery charges and return postage costs will NOT be refunded if your order is simply unwanted or unsuitable.

We will process refunds as quickly as possible and within 14 days of receiving your returned item(s).

Returns made directly to our Wilton shop must be accompanied by their original receipt or invoice. A refund payment will be made using the same method of payment used to make the original purchase.


Faulty products – All items are thoroughly checked prior to dispatch so there should not be any issues. However, in the event of any problem(s) with your order please follow the returns procedures above. Upon receipt of the faulty product, a replacement or refund will be offered.
Earrings, pierced jewellery, cosmetics, toiletries & underwear are excluded from refund and exchange for hygiene reasons.
These cannot be returned for refund or exchange unless they are found to be faulty, or not as described.