FAQ

 

When will my order be shipped?

All of our products have a lead time within their product description. Please refer to your chosen product to see the up-to-date lead time. Orders will always be shipped in one parcel so please take note if one of your products has a 2-5 day lead time and another is 4 weeks - they will be shipped within the time period of the longer product lead time. You will receive email notification once your order has been shipped.

 

How long will it take to receive my order?

Once your order has been shipped, orders within the UK usually arrive within 2-3 working days. International orders can take up to 28 working days, however parcels are often delivered within 1 week to Europe and 2 weeks for the Rest of the World. Please allow adequate time before contacting us about your parcel whereabouts.

 

Can I track my parcel?

We offer a tracked and signed for service so you can track your parcel if you wish, however you must have selected this option upon checkout. If you have selected standard postage or standard airmail you will not be able to track your parcel.

 

Can you offer an express service?

Yes, we do offer an express shipping option! Please note that this is just for a faster shipping time, and does not mean your order will be dispatched sooner. It will still have the standard lead time but your parcel will be picked up via courier and delivered in 5-10 days after dispatch.

 

How do I cancel my order?

Please contact us as soon as possible if you wish to cancel your order. If your order contains a personalised or made to order item we regret we will not be able to cancel your order if we have already started to create your piece.

 

What shipping carrier do you use?

We send all of our orders via Royal Mail. International orders are sent via Royal Mail Airmail or Royal Mail International Tracked & Signed service. Express orders are sent via a courier - usually DPD, Aus Post or TNT Express.

 

Can I pay with PayPal even if I don't have a PayPal account?

Yes! It is commonly misunderstood that a PayPal account is needed in order to make payments through PayPal. However, you do not need one. All you need is a debit/credit card which is supported by PayPal to checkout.

We also offer direct checkout so you can use your card to purchase too.

 

My order has been damaged/lost in the post. What do I do?

Please contact us as soon as possible to report any parcel damage. We advise that you take photographic evidence of the damage so we can investigate this further. We will always replace any products if they have been damaged during the postal process.


In the event of lost mail, we will try to locate your parcel. Please note parcels are not deemed lost until at least 15 working days after postage within the UK and 28 working days after postage internationally. If your order is indeed lost, we'll re-send the order to you at no cost subject to availability. We will only ship to the same postal address on the original order.

 

Do you offer refunds?

We will refund orders which are non-personalised upon receiving the item back in our care in a re-saleable condition. Return postage is the responsibility of the customer. We will not refund back the original postal fee.

We regret that personalised or made-to-order items are non refundable. 

 

Discount codes 

All discount codes are subject to terms and may be withdrawn at any time. We reserve the right to cancel an order which has used a discount not applicable to the order. Our free shipping codes are only to be used in conjunction with a current outstanding order to allow us to ship the items together for one postal charge and may only be used if we have given consent.