How to Order

Payment Options

We offer a range of secure payment options to make checkout as convenient as possible. You can pay by debit or credit card, PayPal, Klarna or Clearpay, with the payment methods available to you shown at checkout. Some payment options are subject to the individual provider's eligibility requirements and terms.

Delivery & Dispatch

We dispatch orders Monday, Wednesday and Friday. Once your order has been dispatched, you'll receive confirmation together with tracking details where applicable. Delivery options and costs are shown at checkout, so you can choose the service that best suits your order.

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Mott & Gido operates from a remote rural location, so very occasionally circumstances beyond our control can delay a trip to our nearest Post Office. Rural life sometimes has other ideas — sheep blocking the road, fallen trees, flooding or heavy snow can all make an appearance! If this affects your dispatch, we'll get your order on its way as soon as it is safe and practical to do so.

Refunds & Returns

We want you to be happy with your purchase. If you change your mind, you can request a return within 14 days of receiving your order, subject to our Returns Policy. If an item arrives faulty, damaged, incorrect or you believe something is missing from your order, please contact us as soon as possible so that we can investigate and put things right.

Please do not return an item without contacting us first, as we need to provide the appropriate return instructions. Full details, including any exclusions that apply to specialist or personalised products, can be found in our Returns Policy.

Payment Disputes & Chargebacks

A chargeback is not simply another way of requesting a refund. It is a formal financial dispute raised against a business through a bank, card issuer or payment provider. The business is required to respond formally, provide supporting evidence and may be charged additional dispute fees regardless of the relatively small value of the item involved.

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If there is a problem with your order, please contact us first and allow us the opportunity to resolve it directly. Missing items, delivery problems, damaged goods and other order queries can usually be dealt with quickly without the need for a formal dispute.

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If you have emailed us and have not received a response within 2 working days, please follow up. Emails can occasionally be caught by spam filters or fail to reach the correct inbox.

Please use the same name and email address when placing orders with us wherever possible. Using multiple names or email addresses can create duplicate customer records and make it more difficult for us to locate previous orders, resolve queries, process refunds or investigate delivery issues.

If your name or email address changes, please let us know so we can identify your order history correctly.

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One unanswered email should not be assumed to mean that we have received your message and chosen not to respond. During advertised holiday or closure periods, please allow the additional response time stated on our website.

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We maintain detailed records of orders, payments, fulfilment, dispatch and tracking, which may be provided to the relevant payment provider when responding to a dispute.

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*Chargebacks can result in significant additional costs to a small business over and above the amount being disputed.

We therefore ask that you make a reasonable attempt to resolve any problem directly with us before escalating it to your bank or payment provider. We formally respond to and dispute all chargeback claims where our records show that an order was correctly processed, fulfilled or delivered, and we provide the relevant transaction, fulfilment and tracking evidence to the payment provider.