Frequently asked questions
what shipping company does this store use?
ITEMS SHIPPED BY GRACE . . . Within the UK, items are shipped with 48 Hour Tracked with Royal Mail for a trackable delivery. Outside of the UK, orders may be shipped with International Tracked with Royal Mail OR International Tracked with Evri (Hermes) for a trackable delivery.
ITEMS SHIPPED BY OUR PRODUCTION COMPANY . . . ALL orders shipped by our production company ARE tracked with either Royal Mail, USPS, FedEx, UPS, DHL, Canada Post, Australia Post, Evri and Lativa Post.
WHAT IS INCLUDED IN THE SHIPPING PRICE?
At checkout, you are charged a fee for your order to be delivered to you. Just like when ou order from small business' on eBay or Etsy, the packaging fee is included (this applies on items shipped by Grace) and is also known as Postage & Packing (P&P). Thank you for being understanding.
how can I track my order?
Once dispatched, you shall shortly receive an email which contains your orders tracking number.
why has my order arrived in multiple parcels?
This mainly occurs with our production partner. Sometimes items are fulfilled and created at different locations or an item may take longer to produce than the other. All items are shipped as soon as possible so you may receive them without waiting too long.
can I cancel my order?
No - unfortunately all sales are final. However, changing an address, contact info or adding a request may be achievable depending where your order sits in production times. Once an order has been fully processed, it is guaranteed that no changes can be made.
I haven't received my parcel, is it lost?
You have up to 60 days to declare your parcel hasn't arrived. If you believe this is the case, please don't hesitate to get in contact so we can sort this on our end.
If your order is lost and has been shipped by Grace, you may receive a full refund on items apart from shipping, depending on how the issue with the courier is resolved.
If your order is shipped by our production company, you may receive a full refund or reshipment if stock permits.
what is the shipping policy?
We are no longer able to pay custom fees on our end, so you are responsible for paying these to receive your parcel if it applies. If you do not pay import fees, your parcel will be returned to us. If this happens, a refund can only be issued to non-personalised items. Shipping cannot be refunded due to already investing in the shipping.
To make sure this doesn't happen, please ensure you are up to date with your emails.
what is the return policy?
This store unfortunately doesn't accept returns unless your item is damaged or faulty. If this is the case, please email us with photographic evidence within two days of your order arriving to help us identify what happened and prevent it from happening in the future to you and other customers.
All items leave our facility after doing a quality check.