FAQ

Deliveries, Orders and Returns

How much is delivery?

There is a standard rate of £4 post and packaging within the UK – this is the same no matter how much you order. Each requested delivery is charged separately. For international charges please click here. Please note that with international orders you may have to pay local import duties on receipt.

How long does delivery take?

If the item is in stock we aim to have your order with you within ten days. If your goods have not arrived within two weeks of ordering please contact us immediately. We cannot accept responsibility for undelivered goods after this time limit. If the item is out of stock please allow 28 days for delivery due to the handmade nature of the goods. During busy periods like Christmas or sale time, delivery can take up to 14 days. Please bare with us- we will try to get your order to you ASAP.

What if I need the items in a hurry?

If you need the goods quickly, we suggest you use our express delivery service. This costs an extra £4 on top of the regular P&P charge. For orders received before 1pm we guarantee delivery on the next working day. For orders received after 1pm we guarantee delivery within two working days.

Can I return goods?

If you decide you do not like what you’ve ordered or they don’t fit you can return them, unworn and within their original packaging, within 7 days and either exchange them or receive a refund. Please note we are unable to accept returns beyond this time limit and we are unable to refund used or customer damaged goods.

Please note, unfortunately, for obvious reasons, you are unable to return PERSONALISED goods, unless they are faulty. Please note we charge for any changes to personalised goods, after the order has been taken.

Every reasonable care has been taken to ensure that the reproduction of colours in the catalogue is accurate. Please note that our knitwear is individually hand-produced and therefore there may be a slight difference from the catalogue. This adds to the authenticity and individuality of our brand.

Where do I send returns to?

Please complete the returns form supplied with your delivery, letting us know your credit card details if applicable and send returns to:

AZTEC, Unit 1, 5 Morie Street, London SW18 1SL

Please note we are not responsible for return postage. You need to obtain a proof of posting certificate from the Post Office as we cannot be responsible for your parcels being lost in transit. Receipts for refunds will not be posted.

How long does it take to process returns?

We aim to process returns as quickly as possible and take a maximum of two weeks. Returns postage is not refunded.

How do I order?

Online: With the new website we have made it even easier for you to order online in a stress free and secure environment.

Email: Email your order with all the information requested on the order form to sales@aztecstore.com

How do I pay?

We accept the following credit cards: Visa, Mastercard, American Express and Switch. Alternatively, if you order by post, you can pay by cheque - please make your cheque payable to AZTEC and remember to write your card number and expiry date on the reverse.

I have made an order but later in the day decided I wanted something else as well – can I add to my previous order?

Yes, as long as you call us on 07956 877491 before 6pm on the day you placed the order.

Why does a product feature in your catalogue if it is sold out?

We are very sorry if an item you wanted has sold out. Some items are more popular than others and while we try to predict which ones will be most popular and make enough to fill demand, it is not an exact science. Also, because of the hand-made nature of the goods we can only produce a certain amount. We like to think that this adds to the unique feel of Aztec’s collections. Our only advice would be to order early in the season to avoid disappointment!

Why is there sometimes a delay if the item is temporarily out of stock?

We do apologise that there can sometimes be a bit of a delay. Because the items are handmade it takes a little longer than ordinary mail order catalogues who order-in mass produced items. This is what is unique about us and why our collections are so well received!

Why don’t you do free postage and packaging and free returns?

We do offer free postage from time to time and you need to look out for these vouchers which come through each season, for a limited period only.

Unfortunately nothing in life is actually ‘free’! It comes down to being transparent with our costs – it would not be cost effective to actually offer it for free so we would have to transfer the costs to the clothes and the prices would go up. We think that customers have a better deal and can see what they are paying for. At least you’re saving on petrol, parking and time!

Fits and size charts

How does your sizing work?

Our sizes go from 0-6 months and 6-12 months and then in year blocks from that point (i.e. 1-2y, 2-3y, etc.) For detailed information including measurements for each size band please look at our sizing chart.

Can I get advice about specific sizing?

Yes – by all means phone our experienced operators on 07956 877491 who will be happy to help you with any queries. Also remember, if it doesn’t fit it can be returned for a refund or an exchange.

New ranges

How often do new collections come out?

We have two catalogues a year; Spring/Summer and Autumn/Winter. While there will always be classic staples such as the knitwear, each collection has a wide variety of new and exciting stock. You can request a catalogue online and you can register with us to make sure you that you will receive the catalogue as soon as it comes out.

Sale goods

Do you ever have sales?

Yes, we have end of line sales where fantastic bargains can be found! Please look at the Sale section of the site. You can also register with us to receive emails about special offers, clearance sales or house sales.

Can I return sale goods?

Yes you can! But the time frame for sale goods is strictly 7 working days.

Website security

Is shopping online safe?

Absolutely. Rest assured that all Aztec purchases take place in a safe environment. We use WorldPay, part of the Royal Bank of Scotland Group, which is used by thousands of businesses around the world. With WorldPay you can trust that your credit card details are secure and online shopping is safe.

Please do note, when you confirm payment, your money will be taken off your card IMMEDIATELY by our payment provider Worldpay. We make every attempt to get your order to you ASAP, but please note, as indicated, we do run low on stock from time to time, which may delay delivery of your order.

Why do you need my email address when I register?

We ask for your email address so we can contact you with details of special offers and clearance sales – then you can be at the front of the queue for the bargains! Your email address is for Aztec use only and we NEVER pass it to any third party.

Does my postal address ever go on another company’s mailing list?

With your permission, Aztec sometimes pass your postal address on to a small selection of carefully vetted companies that we think you will be interested in. If you don’t want this to happen it is very easy to opt out by ticking a box when you register with us.

Company information

Do you have a shop?

There are several boutique shops across the UK that stock a selection of the Aztec collections. However, the full range is only available through us and it is all designed and made by us.

Who designs Aztec’s collections?

Tessa Wilson, owner and founder of Aztec, designs all the items in the catalogue herself. This is what makes us unique and why we stand out from the crowded mail order market. She gets her inspiration from her business travels around the globe, her daughter and the antique markets that she trawls in her spare time (something she has little of!) Aztec prides itself on the fact that its clothes and accessories are all totally original.

Where are your clothes made?

Our clothes are made in the UK, Africa and the Far East, and a lot of the fabrics are sourced in Europe. Quality is a priority for Aztec, and Tessa Wilson works directly with the people that make the clothes and produce the fabrics. She often visits the factories – they are, after all, all her designs and she therefore wants to see that they are made to the highest standard and at the same time, follow ethical trading standards.

Where do you get the children to model the clothes in your catalogue? Can I put my child forward?

Tessa’s daughter is always used in the catalogue and the other children tend to be family and friends. You are very welcome to send in pictures of your children should you wish them to be featured and we will consider them for future catalogues.

Do I get any discounts if I recommend a friend?

Yes, we do have a ‘recommend a friend’ policy in place – if you send us the names of five friends who would be interested in Aztec then we give you a £5 discount on your next shop.

I hear you often have clearance sales and house sales held across the country?

Yes we do! We have various people dotted around the UK who operate these clearance sales for old stock. If you want to know where they are all you have to do is register on the site and we can email you whenever one is coming up.

Feedback

How do I feedback with any comments and suggestions I have about Aztec?

We really value our customers’ opinions and would love to hear from you with any comments. Please email us at tessa@aztecstore.com