Delivery & Returns
We are currently open and ensuring that we dispatch everything on-time, and in accordance with our stated processing times for each item (these can be found in every product's full description).
Royal Mail however may experience delivery delays and this is sadly something which is entirely out of our control. Please therefore, be aware when ordering that shipping could take slightly longer than usual due to this. Thank you for your patience during this challenging time.
When will I receive my order?
A large amount of our items are hand personalised / finished, and therefore each description shows clear information stating how long they take to be made along with their shipping times which are then on top of this.
Delivery / Shipping
• Working days are 5 days a week Monday - Friday, we are closed weekends and public holidays
• Some orders will require a signature, or are too large to be posted through a letterbox. In this case, if you are not at home they may be taken back to the delivery office. Missed delivery cards can sometimes not be left or get lost.
If your order has not arrived within it's estimated delivery time, please get in touch with us so we can check on this. We cannot be held responsible for any orders that are not collected from the local depot after the 18 day holding period. Any fees to re-post the order will need to be paid again by the buyer.
• We cannot be held responsible for order deliveries that are delayed due to issues out of our control. These include extreme weather, Royal Mail delays or delays caused by another third party.
• We cannot refund any orders that do not meet a specific deadline if they have arrived within the given working day turnaround and shipping estimates. Deadlines faster than this absolutely must be agreed via email before any order is placed.
Faster Shipping or Certain Delivery Date Needed
Please do not add any notes with your order requesting certain delivery dates or faster delivery than is stated. Any orders needed before the stated processing and delivery times MUST be agreed via email beforehand. Any orders placed without this prior agreement will be sent out as scheduled and described in the item details.
It is the buyer's responsibility to ensure that the shipping address is entered correctly at checkout. Paypal also stores address', so if this payment method is used, please check the address carefully to ensure it has not changed.
We cannot be held responsible for lost mail due to incomplete / incorrect address details.
Please keep an eye out for your orders during the rough estimated arrival date as whilst it is unusual, Royal Mail do occasionally not leave a calling card or these can get lost if your package was unable to be delivered. This could mean that it is waiting for you at your local delivery office.
If it has surpassed the estimated delivery time for your order, please get in touch as soon as possible and we can look into this for you.
We cannot be held accountable for paying for an order to be shipped out again if we have not been made aware of it not being delivered and it has reached its 18 day limit at your local delivery office without being collected. This will mean it is automatically sent back to us and will need to be sent out again (this requires an extra charge, paid for by the buyer). It is the buyer's responsibility to collect the package if the delivery attempt has been missed.
We cannot refund any orders that do not meet a specific deadline if they have arrived within the given working day turnaround and shipping estimates. Deadlines faster than this absolutely must be agreed via email before any order is placed.
Can I change or cancel my order?
I can only accept cancellations or changes to personalised details (or order changes) if they are requested within 2 hours of the order being placed. After this time, work will have begun on each order and therefore no further changes can be made.
Do you offer international shipping?
At the moment, sadly we are unable to offer international shipping and instead solely sell our items here within the UK to UK shoppers.
Is it possible to return my order?Custom or personalised orders cannot be returned or refunded due to the nature of these items. However, please contact me if you have any problems with your order as despite how rare they are, mistakes or misprints can occasionally happen.
We gladly accept returns and exchanges on items which have not been personalised or customised. Simply:
- Contact us within: 14 days of delivery
- Send items back within: 30 days of delivery
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Additional InformationOur policy lasts 30 days. If 30 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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Personalised items
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Personalised items (if applicable)Only non-personalised items may be refunded, unfortunately customised items cannot be refunded.
Exchanges (if applicable)We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com for full instructions as to where to send your item.
GiftsIf the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
ShippingTo return your product, you should contact us at firstname.lastname@example.org for full instructions on where to send your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £30, you should consider using a trackable postage service or purchasing postal insurance. We don’t guarantee that we will receive your returned item.