Frequently Asked Questions

At Bertioli, sustainability is a guiding principle woven into every step of our journey. We thoughtfully source natural, traceable materials and prioritise eco-conscious processes that minimise waste and emissions. By favouring European mills and UK-based production, we reduce our transport footprint and support local craftsmanship. During transit, where protective packaging is necessary, we choose recycled or low-impact alternatives and continue to challenge industry norms around plastic waste. We are proud to collaborate with suppliers holding FSC, B Corp, and ISO 9001 credentials, and remain committed to evolving our practices with integrity and care.

All online and in-store orders are packaged using 100% recycled Kraft boxes and tissue paper. For fragile items, we use recycled protective materials and occasionally reuse bubble wrap we've received, extending its life and keeping it out of landfill.

We carefully source high-quality materials with minimal waste in mind. Our products are made to last and are designed with sustainability throughout the entire value chain—from raw material origins to end-of-use.

Please note, delivery can take up to 5 working days. If you need something sooner, please call us on 01367 850 174. 

We ship globally however please note we do not cover import duties or taxes at customs. This is the responsibility of the buyer. If you refuse to pay your order is at risk of being destroyed and we will be unable to issue a refund. 

The sheep seats are bespoke and made to order. The lead time is 3-6 months however, we do have some stock. For more details please contact shepherdess@thyme.co.uk

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.  To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please note: 

• Gift Vouchers and items made to order including Sheep Seats, Fabric and Wallpaper are exempt from being returned.  
• To complete your return, we require the original delivery note, receipt or proof of purchase. 
• Please do not send your purchase back to the manufacturer. 

To return your product, you should mail your product to: 

SHOP RETURNS, Thyme, Southrop Manor Estate, Gloucestershire, GL7 3PW  As a small business, we don't offer free returns. As such, you will be responsible for paying for your own shipping costs for returning your item and shipping costs are non-refundable.   Please consider using a trackable shipping service or purchasing shipping insurance as if we do not receive your returning item, we cannot guarantee the acceptance of your refund. 

For more information, please read our full Shipping & Returns page. Link here.