General Information –
All of our items are made to the highest standards in our studio in Norwich, UK. We wrap each item we sell with care to make sure the items don’t get damaged in transit. In the rare case that your item becomes damaged, lost or you have decided you no longer want the item, please see advice below;
No Longer Wanted Items –
You have 7 days from the day you receive your item(s) to make a return, if you contact us after the 7 days have passed we won’t be able to issue a refund unfortunately.
If you have changed your mind about your purchase because you no longer need or want the item we can offer a refund on receipt of the undamaged item. In this case you are responsible for all shipping & packaging fees. It is the customer’s responsibility to wrap and package returns safely as we will not be able to complete the refund if the items becomes damaged in transit when being returned to us.
Damaged Items –
You have 7 days from the day you receive your item(s) to contact us about any damage that has occurred in transit, if you contact us after the 7 days have passed we won’t be able to issue a refund.
If your item is damaged in any way during shipment, please contact us via email with a description of the damage incurred and photos of the damaged item. If the item has been damaged in transit we will issue a refund for the item including shipping costs. We ask for you to return the item in the condition that you have received it and we will refund you as soon as we receive the returned item.
We have the right to question any claims that seem unreasonable or false. Please let us know of any problems with your items asap to avoid delay with your refund.
Missing or Lost Items –
UK Non Tracked Delivery –
If you have chosen for us to send your parcel by a service that is not tracked please be aware that we cannot be responsible for any parcels that go missing in transit. We strongly advise you cover all orders with tracked shipping so that we can track the parcel if there are any problems during it’s journey.
Tracked Delivery –
We have in rare cases had items that have been marked as ‘delivered’ by the courier but they have not arrived with the customer. Please check estimated delivery time for your location and get in touch if your item hasn’t arrived by that time. The sooner we know the item is missing, the sooner we act and hopefully retrieve the item in time for your event/deadline.
If your item has been lost in transit we will make a claim with the delivery company we have used to send your item. Claims usually take around 14 days to be processed but we will always refund the customer if the item is confirmed as lost by the courier.
Missed Parcel or Returned To Sender –
It is the customer’s responsibility to retrieve their package if they miss a delivery of their item. Couriers will leave missed parcel advise with information on how to book a redelivery or the location of your local depot for collection. The 7 day refund policy begins from the first attempted delivery date, if the customer delays in collecting their item and the 7 days pass we won’t be able to issue a refund. If the customer doesn’t collect their order & their parcel is ‘returned to sender’ then once again we will not be able to track to movements of the returned item or issue a refund.
Incorrect Address –
It is the customer’s responsibility to provide us with the correct name and address for their delivery. If for any reason the customer provides us with incorrect information it is their responsibility to retrieve the item and we will not be able to issue a refund if the item is not retrievable or delayed.
Customer + Store Communication –
We pride ourselves on our quick response time to any queries you may have regarding your order(s). If you have reported a delay with your order or a parcel that has been ‘returned to sender’ we will investigate your claim immediately, keeping you informed as we progress with your enquiry. If we message you via email regarding your return we will need your co-operation to ensure that the issue is resolved asap. Any delay in a customer’s reply may result in delay or loss of the returned item. If we have contacted you requesting essential information or a time sensitive request that needs to be actioned (e.g. contact local delivery depot) and haven’t received a reply within 7 days we won’t be able to assist you any further and the return will be the customer’s responsibility.