DELIVERY & RETURNS
We use Royal Mail 2nd Class Signed for orders which weigh below 2kg. For orders over 2kg, we use a 48-hour courier service which will also have to be signed for.
Delivery Charges and Times: UK mainland delivery costs are included in the price shown in the shop. Our delivery time is 21 days. We’ll work very hard to meet the delivery times quoted on our site but please bear in mind that these are estimates, and postal services aren’t always as reliable as we’d like them to be! At times of public holidays, e.g Christmas, delivery may take a little longer. We will post last dates for delivery in time for Christmas on the shop page, please note that they will be several days before the Royal Mail last posting dates to allow us time to process your order and prepare it for dispatch.
Last orders for commissioned items to be ready in time for Christmas will be dependent on the item, but please approach us as early as possible to avoid disappointment. October is probably the latest safe date.
Packaging: Careful waste management is very important to us and we use as much environmentally-friendly packaging as possible. We recycle boxes and padded envelopes. We want you to be happy with the standard of packaging used and welcome any feedback.
We do not ship internationally.
Customer Terms & Conditions of Sale
By making a purchase through this website, customers agree to the following Terms and Conditions of Sale. Receipt of an order will imply that the customer has read and fully understands these terms and conditions.
ORDERING WITH US
When you place an order through the website, we’ll need your name, address, e-mail address. You may pay through PayPal or request permission to make a bank transfer. When your request has been processed, we’ll notify you of receipt of your order and you’ll be able to check that all the details are correct. When your order is ready, you’ll receive a despatch email to let you know that it’s on its way.
Unless we have your item in stock, all our items are made to order and the lead time is 21 days. Sometimes under exceptional circumstances your item may take longer especially if your order is for a large piece or multiple items. Note that we cannot guarantee that we will be able to offer you a newly-made item as some items are unrepeatable and will be discontinued once current stock runs out. Please note that if we are making the item for you the same terms and conditions apply as with commissioned items.
Due to the nature of handmade items and the higher costs of production compared to manufactured goods, we are only able to sell items for the price we list them at. We are unable to swallow the difference if pricing errors create a significant discount on an item somewhere on the site. If such a situation arises for an item you have ordered and you prefer not to pay the list price, we retain the right to withdraw the item from sale and issue a full refund.
Payment for all orders is at point of sale and not at point of dispatch. Payment must be made using our online payment facility – PayPal or by bank transfer.
The total cost of your order is the price of the products ordered, unless clearly marked otherwise. By entering card details onto our system, you confirm that the credit or debit card being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. We will, however, endeavour to contact you using the details you provide to let you know that your payment method has been declined and to offer you an alternative. If we cannot contact you using the contact details you provide, we reserve the right to cancel the order anyway.
To be eligible to purchase products on this website you must be over 18 years of age, stipulate a delivery address in the United Kingdom (PO box numbers and hotels are not acceptable). We will only consider bank transfers for orders within the UK. Other payment methods will be considered on a case-by-case basis, please contact us first to discuss.
We reserve the right to reject any offer of purchase by anyone at any time.
PRODUCT PRICING & DESCRIPTIONS
All prices published are set by our makers and are in pounds Sterling (British Pounds/GBP). Each product purchased is sold subject to its product description, but please do remember that handmade craft is not mass-produced and therefore slight variations in design and colour will occur – this is part of the charm of a handmade item and should not be viewed as a fault.
We try to always keep a range of our work in stock at all times and be able to deliver within 3-5 working days. During busy periods we may require longer delivery periods or may have to make your item to order, so please do bear this in mind if you are ordering a gift for a specific time. If you need something by a given date and are unable to communicate this via our site please do contact us and we will do our best to help you. Remember – if we don’t know that you need an item by a certain date, we cannot be held responsible if the item does not arrive in time for that date, so always best to let us know.
We will consider commissions when time allows. You will be able to work with us to discuss your needs and design a bespoke piece (or pieces) just for you. A non-refundable deposit, payable at the beginning of the order, will be arranged and you’ll be given clear guidance on full costs and expected delivery times. For some commissions we may require full payment up front – this can be discussed/arranged before work commences. Please note that your cancellation rights are affected once a commission is started – see our Commissions page for more details.
Please ensure that your delivery address is correct. We cannot be held responsible for any delivery problems that may arise due to incorrect address details. A lot of our couriers require a signature on delivery. If you indicate that a package can be left at your home or with a neighbour, this is at your own risk. Some couriers do not like to leave parcels unless signed for by the customer, so we can’t guarantee delivery if you are unable to receive the parcel yourself. Should this situation arise, you are responsible for contacting the courier to arrange re-delivery at a more suitable time.
RETURNS & REFUNDS
We hope that you’ll be very happy with your purchases from us, but we understand that occasionally you may wish to return an item and seek a refund.
If this is the case you need to let us know in writing no later than 14 working days after the date on which you received the products.
Please Contact Us with your contact details, your order details and let us know why you are returning an item so that we can put things right for you. You’ll then be sent a return address and details of how to proceed.
Please return your item(s) in good condition, ideally with original packaging within 14 working days from the date you received the item(s). The refund includes the original basic delivery charge and returns are made at your own expense unless the item is faulty.
If you’re returning a product because it is faulty or because it was damaged in transit, we will pay the return delivery costs. In this instance, it is vital that you keep hold of the product and the original packaging, as we will require these for insurance purposes and to make a claim with the courier service who damaged the item. Please contact us to let us know that you plan to return the item. If you return goods to us, please use an insured method of dispatch and obtain proof of posting. We cannot accept liability for returned goods being lost or damaged in transit and will require proof of posting in order to process any refund. We will process your refund within 14 days from receipt of the faulty item.
CANCELLING COMMISSIONED ITEMS
Once a commissioned piece is ordered and a deposit or full amount has been paid it usually cannot be cancelled unless specifically by agreement with us. Once we have started a commissioned piece, it is unlikely that a cancellation will be possible. However, if you email us as soon as possible after placing the order, we’ll do our very best to accommodate you. We are unable to offer refunds for completed commissioned/bespoke pieces.