FAQ

Terms & Conditions

You are welcome to cancel/amend your order within 24 hours of placing your order. Please note we do not accept returns or exchanges on any item unless there is a fault. As i'm sure you will understand, this is due to each piece being personalised and made to order. Custom made items are exempt from the consumer regulations, the only exception being is if they're faulty. Please contact us if you are unhappy with your purchase and we will endeavor to help and rectify this for you. By purchasing you are agreeing to these terms and conditions.

Orders

All of our products are individually handmade by us therefore each piece and design may slightly vary from the item ordered. This will usually only be on small details like paper pattern, embellishments or layout of design. Our products are not mass produced or machine finished therefore small flaws and imperfections are all a part of their charm. However, we take great care in our attention to detail and finish and are proud of each and every piece that leaves us. If you feel that something isn't quite as ordered or isn't finished to the quality you were expecting please don't hesitate to contact us via our contact page. We will be more than happy to help you.

 Bespoke Orders

If you have an occasion or gift in mind but cant quite find what your looking for OR if you like the look of two different designs and want us to create a completely bespoke piece we would be more than happy to help! Just contact us via our contact page with a brief description of what your after and we'll aim to get straight back to you. Some of our most popular designs were built and created by customers just like you coming to us needing help with special gifts and being able to offer that personalised service is what got us here today. On these bespoke orders we would usually email a rough mock-up of what the design/product will look like before we start making it. Just to be sure you are happy with it.

Payment

We currently only accept payment through PayPal. As a small company just setting up online we find this to be the safest and easiest payment method for both us and our customers. Please note if you do not have a PayPal account it is still really easy to make a payment to us. Just go to the checkout as normal and you will be able to make a PayPal payment as a 'guest' by entering your card and security details as normal.

Shipping

UK Orders only. 

Standard Royal Mail 1st Class (no tracking. 1-2 days from dispatch)- £5.00

1st Class Signed For (tracking available and must be signed for. 1-2 days from dispatch)- £7.50

 Standard Royal Mail 2nd Class (no tracking. 2-3 days from dispatch)- £3.00  

*Please note. Any orders over the value of £50 or over the weight of 2kg may be sent by courier. Any difference in cost will be covered by us but we find this to be a more reliable and cost effective service than Royal Mail for larger or heavier items.

Delivery

We aim to SEND OUT all orders within 7 working days via the postal service chosen at checkout. Please be aware that depending on the postal service you have chosen this may affect how long it takes for your order to actually arrive. Occasionally during busy periods we have to extend this to 10-14 days but we will always try to update our page to make customers aware before placing any orders. Orders placed on a weekend/bank holiday will be processed the next working day. This may affect our 7 day turnaround time.

Faulty or Damaged Items

All orders have a drying and resting period of a minimum of 6 hours before being checked and securely wrapped and packaged. If for any reason an order arrives with any pieces loose or missing please contact us asap and we may be able to guide on how to safely/securely re-attach. Alternatively if this isn't possible we will aim to resolve the problem immediately for you either by refunding or replacing the order. 

*Please note we would need the faulty order returning to us before a replacement/refund would be sent out.