COVID-19 UPDATE - I am currently shipping orders twice a week as normal. DELIVERIES MAY BE DELAYED, especially internationally. Please be patient and check the situation on your country's postal service website.
NEW EU TAX LAWS - Customers in the 27 EU countries, please use my Etsy shop. From July 1st, Etsy will charge all sales taxes at checkout so that you can avoid paying additional fees on delivery. You may still be charged customs fees/import duty depending on the value and contents - this is set and collected by your government and information will be available on their website. Please join my mailing list to receive special Etsy offers for EU customers.
The above information overrides anything stated below as these are my policies for normal non-pandemic times.
I ship orders regularly on Mondays and Thursdays, unless specified otherwise in the item description. Occasionally, it may take an extra day or two if I am on holiday, sick or need a day off.
Some items have components that require them to be made to order (e.g. pin/brooch backs and magnets). The glue needs to dry for 12-24 hours so you may miss the cut off for the next shipping day.
You will be emailed a shipping confirmation once your order has shipped or emailed personally if there is any delay. If you need your item sent quickly for a birthday, held back because you will be away, or have any other requests, just let me know and I’ll do my best to help.
UK orders are sent by Royal Mail and usually arrive in 1-5 days.
International orders are sent by Royal Mail Standard Airmail and usually arrive in 5-21 days but can be delayed at customs.
I am now able to offer a tracked service if you need extra peace of mind. Orders will be sent by Royal Mail Tracked 24 (UK only) or Royal Mail International Tracked (International). Please note that tracked orders are not dispatched any faster, and can even take longer to drop off if they're too big for the post box (my local delivery office currently has very limited opening hours). Delivery times are not necessarily faster than standard services and tracking may not update quickly or often when things are busy.
A table of shipping costs is now available here so you can check the cost of shipping before placing your order.
Last Order Dates For Christmas
If you're buying for Christmas, make sure to order in time. Check the full list of dates (updated every November).
It is your responsibility to provide a correct address and I cannot be held responsible for missing and wrongly delivered orders if you provided incorrect information. Please check your order confirmation email carefully and inform me of any issues as soon as possible.
Customs and Duty
You are responsible for all duties/customs fees that may be applied by your country. The customs form will state the accurate value and origin of the items included and will be marked ‘sale of goods’. Please don’t ask me to falsify this information.
Lost or delayed items
If your order has not arrived after 21 working days, please let me know so we can get it investigated. Please check with your household, neighbours, building supervisor, mail room and/or local delivery office first in case it’s sitting in a corner somewhere. All packages have my return address displayed so the worst case is usually that they turn up back here. If your order is returned to me as undelivered and you wish it to be re-sent, there may be a re-shipping fee. In some circumstances (e.g. EU orders using IOSS) it may be easier to refund your order so you can place a new one.
Shopify checks for fraud as part of the order process. If an order is flagged as possible fraud, I reserve the right to cancel the order and refund in full without explanation. If you think I am making a mistake with your order, feel free to contact me to discuss.
Care of items
Any hand or machine washing of items is done at your own risk, unless clearly stated in the item description. All items are created and stored in a smoke and pet-free environment.
Gift Wrapping & Gift Messages
While I do not offer a gift wrapping service, I'm happy to make your order look pretty with patterned paper bags, tissue etc. and add a personal message – just leave a note at checkout or email me. I can only handwrite very short messages - anything longer will be printed by computer. This service is only available when sending the package direct to the recipient.
Returns and Refunds
Please see the returns policy for more information
If you have any other problems or questions please contact me.