SHIPPING, RETURNS & FAQ'S
Coronavirus update - we are still open for business!
Orders are being sent out in 1-3 working days and sent First Class as standard for UK orders and Tracked International Delivery for International orders where available.
UK customers - Royal Mail is continuing to deliver although some customers are experiencing delays in receiving their items due to high demand on deliveries. Please allow an extra few days for your items to arrive beyond the usual 1-2 working days for First Class delivery.
If your order hasn't arrived after 10 working days or if you have any concerns please get in touch on firstname.lastname@example.org.
International customers - we are still sending things internationally until advised otherwise. However there might be some delays in you receiving your order, depending on your country these may be up to 30 days.
Items will be sent via a tracked service where possible, if not available they will be sent via a signed for service which has some tracking available.
You can check if there are any specific issues for your country on Royal Mail's website.
We offer Free UK shipping on all orders over £20.
For orders under £20 the delivery charge is £1.25.
International delivery charges vary - and these prices are calculated at the checkout.
WHEN WILL I GET MY ITEMS?
We always aim to process orders as soon as possible. We know you'll be keen to get your hands on them!
It usually takes between 1 - 3 working days but check items for further details.You will be sent a notification when your item has been sent. We are a team of two so during busy times it may take us longer than normal.
Most items are sent Royal Mail, these are ther estimated deliver times from them.
UK - First Class - 1 - 2 working days
Europe - standard international - 3 - 5 working days
Rest of the world - standard international - 5 - 7 working days
Please note - any customs charges for overseas deliveries are the responsibility of the buyer.
CAN I GET A COMMISSION OR A BESPOKE DESIGN?
You certainly can!
If you are after something really special and would like to commission Rebecca either for some original art or personalised design please get in touch. We love a challenge and can offer all sorts of options.
Drop us a line on email@example.com with what you are after.
CAN I RETURN MY ITEMS?
Hopefully you'll never need to, but it's totally easy if you do.
Refunds are accepted within 14 days of receipt. Just let us know that you are returning the item so that we can expect it, drop us a line at firstname.lastname@example.org and post your items to 1 Ascough Wynd, Aiskew, Bedale, North Yorkshire. DL8 1AT.
A full refund will be given once the item is safely received.
If you are sending something back, make sure it's packaged up well as we can't give refunds if items are returned damaged.
Return postage costs are the responsibility of the buyer. And we can't be responsible for anything which is lost in the mail either, so it's a good idea to use a tracked service.
The only exception to this is personalised and bespoke items. We cannot offer a refund on these as they are personalised to you.
WHAT IF MY ITEM ARRIVES DAMAGED OR FAULTY?
We take a lot of care to ensure that your items get to you safely.... but sometimes these things happen.
If it does, don't panic. Please get in touch and send us a photo. We can then send you a replacement item.
CUSTOMS DUTIES AND TAX
You may need to pay a customs or handling fee and taxes (eg. sales tax or VAT) on your orders if you are ordering from outside the UK.
These are also non-refundable and we cannot cover these costs. It's best to check with your Government if you are unsure of what these might be.
Please be aware that after Brexit, most deliveries to EU countries will be subject to VAT. This will vary depending on country.
CAN I CANCEL? OR CHANGE SOME DETAILS?
'AGHHH! I hit 'buy now' and picked the wrong colour'
We've all been there... whether you've had a change of heart or typed the worng delivery address that's no problem. Just get in touch and let us know. Please try do this within 3 hours though as we process orders pretty quickly.
Please note that on personalised items - we can't be responsible for any typos and can't offer refunds on these. So double check everything is correct when ordering.
We also can't foil colour emojis onto the books - please keep your personalisation to text only.
If we are unsure about something on your order, or there is missing information - eg foil colour, we will follow up and and check the details with you. You may need to confirm via email with us that we have the details correct before we make it.
Any more questions? Please get in touch!