Refunds and Replacements
I want you to feel confident ordering from my shop, so if there are any issues with your items, I’ll do my best to resolve them. Refunds or replacements are available under the following conditions:
Damaged Items
If your item arrives damaged, I’m here to help. Please email me at [email protected] with clear photos showing the damage. This could include:
- Totally Broken Items: If the item is completely shattered or unusable.
- Cracks or Major Defects: If there’s a large crack or visible defect that affects the item’s functionality or appearance significantly.
- Other Visible Damage: If the item has dents, stains, or scratches that were not part of the design or listed in the product description.
Once I receive the photos, I will review the case and offer either:
- A refund for the damaged item(s), or
- A replacement batch sent out to you at no extra cost.
Please contact me within 7 days of receiving your parcel to report damaged items, and allow me up to 2 business days to respond and resolve the issue.
Lost Parcels
If your order hasn’t arrived within 6 weeks (for international orders) of the shipment date, please reach out to me. After confirming the parcel is lost, I’ll offer you the choice of a:
- Full refund, or
- Replacement shipment.
Important Notes
- I may ask for additional details or photos of the packaging if needed to process claims with the carrier.
- Minor imperfections or variations due to handmade processes or natural materials are not considered damages.
Shipping Policy
Orders are shipped via Royal Mail, and estimated delivery times are as follows:
- UK: 2–3 working days
- EU: 3–5 working days
- Rest of the World: 6–7 working days
Please note that these are estimates and can vary due to customs, postal delays, or other factors outside my control.
For now, shipping fees are set at £4 for UK orders, £9 for EU orders, and £15 for the rest of the world, covering small items like small parcels. As the shop grows and I introduce larger or heavier items, shipping fees may vary depending on the product’s weight and size. These changes will only be applied in the future, and I’ll ensure all updates are clearly communicated.
Pre-Orders
Some items in my shop may be available for pre-order. Please note that these items take longer to process, as ordering from my manufacturer and shipping to me can take about 1 month, on top of the time needed to pack and dispatch your order. Pre-orders cannot be canceled once production begins, and if pre-order items are purchased alongside in-stock items, all items will be shipped together unless stated otherwise.
Customer Responsibilities
It’s important to ensure your shipping address and contact details are accurate when placing an order. For international orders, please note that customs fees, if applicable, are the buyer’s responsibility.
Contact Support
If you have any questions or need help with your order, you can reach me at [email protected]. I aim to respond within 1–2 business days, and I’m always happy to assist however I can!
Disclaimer
I strive to process and ship orders as quickly as possible, but I am a small business owner balancing this with a day job. While I’ll do my best to keep things moving smoothly, I kindly ask for your patience and understanding if there are occasional delays. Please also note that I’m not responsible for delivery delays caused by third-party carriers, customs, or local postal services.