FAQs

Frequently asked questions about ordering and returns. If you cannot find the answer to your questions, please feel free to contact me with your queries. 

For questions about delivery, please click here.

The following information applies to normal trading times. Please see the Covid 19 update page for the latest shipping updates

Updated 11th August 2021

Help with Ordering

My order is a gift, can you send it directly to them?

Of course you can! If you would like an order sending directly to the recipient, please just let me know at checkout in the notes section. This is applicable to cards too. If you would like a message included, please also include this in the notes section and make sure you have filled in the correct address for the recipient. 

Do you ship to the European Union (EU)?

The following information applies to customers in the EU

New regulations have come into operation since 1st July 2021 meaning that certain businesses can collect destination VAT on EU orders to allow a smoother journey through customs. This is called the IOSS (Import One Stop Shop).

These new regulations means that currently is it not feasible for me to offer shipping to the EU through this store platform. However, I am able to offer shipping to the EU through my Etsy store. The prices displayed on my Etsy store include VAT for your destination country, and you will not have to pay any additional taxes or duties (for orders up to €150, otherwise duty may be payable)

If you would like to make a purchase to the EU, please visit my Etsy Store.

I've entered in the wrong address

Buyers are responsible for ensuring the delivery address is correct. Please contact me as soon as possible if you realise this is the case. If your order has been returned to me for incorrect or insufficient address, your order will be refunded minus the shipping cost.

 

Questions about order processing

How long will it take to dispatch my order?

Orders are only processed once payment is received. Orders are usually processed and dispatched within 1-3 working days. During busier periods (e.g. Christmas, Lunar New Year and new collection launches), I can experience a high volume or orders which means that your order may take slightly longer to be processed. I will always inform you if this is the case.

For updated information about processing and delivery times during the current global situation, please click here.

How will my order be packaged?

I take a lot of care in making sure that your order arrives to you in pristine condition. All packaging is plastic free and all packaging materials can be recycled or reused.

Please note that I occasionally reuse clean cardboard, and as such there may be branded material on it.

 

Questions about Shipping

How much are shipping costs?

Accurate shipping costs and taxes are calculated at checkout

For greeting cards, postcards and mini prints:

UK: 90p

International: from £3 untracked standard airmail

Shipping upgrades to a tracked method are available at checkout

For all other print orders:

UK: £4 Royal Mail Tracked

International: £12 Tracked

Your tracking number will be sent to you in your dispatch confirmation email.

 

Questions about cancellations and returns

How do I return an item?

Please view my full returns policy here 

If you have changed your mind, then I am happy to accept returns, provided they are in it's original packaing and in a resellable condition.

Please contact me within 14 days of receiving your order so I can start the returns process. Please dispatch returned items within 30 days of delivery.

All returns postage are at the cost of the buyer. If you are returning an order from outside of the UK, please mark 'Returns" clearly on the custom label.

Once I have received your returned items, I will inspect it and refund you the order cost minus the delivery cost to the same payment method that was used at checkout. Your return will be processed within 3 working days. If the returned item has been damaged, this will be reflected in the refunded price

I've changed my mind. How do I cancel?

Please get in touch with me as you can if you want to cancel your order. If your order has already been dispatched, then it cannot be cancelled. Customised orders are non refundable. Please see the separate terms and conditions made with your custom order for full details.

My item is damaged. What do I do?

Although I do my best to ensure your order is well packaged, sometimes they can still be damaged during transit. In the rare occasion that this occurs, please contact me as soon as possible, stating your order number and some photos, so that we can arrange a replacement.

If a replacement is not possible, then a full refund, including postage costs will be given.