If you ever have any questions which are not answered below, please feel free to contact us via our email address. We view our emails daily and aim to respond to each within 24 business hours (emails are not answered on weekends) however, at peek Christmas times this may be slightly longer.
• Working days are 5 days a week Monday - Friday, we are closed weekends and public holidays
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 on top of this.
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.
I gladly accept returns and exchanges on items which have not been personalised or customised. Simply:
- Contact me 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.
Please contact us for a return address and return instructions.
Can I change or cancel my order?
Once an order has been placed, we must be contacted via email within 2 hours with any requests to change personalised details, or address etc. Once this window of time has passed, unfortunately we are unable to alter any order 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).
Is there a contact phone number to call?
At the moment, we solely operate our customer service via email. This is due to to the fact that we are a small business and therefore find this the best way to share our time evenly between making your lovely items, and also making sure we have a clear copy of all correspondence to reply to as soon as we are able.
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.
Misspelled or Incorrect Personalised Details
Unfortunately, we cannot be held responsible for any misspelled or incorrect personalised details added to an item if it has been made exactly as specified on the order.
We can therefore not refund any personalised orders due to errors or misspelled wording which was entered incorrectly by the customer with an order.
We make each item exactly as the order details state and it is therefore the responsibility of the customer to ensure each detail added is 100% correct.
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.