RETURNS - MISSING PARCELS
As our items are sold via the internet, we follow the consumer regulations
All the information can be found here.
As our items are made to order, and are handcrafted, we are not obliged to refund you should you simply change your mind, we will use our discretion.
If we do agree to allow you to return your item, we do not refund the initial postage fee, nor do we pay for the return, and there is a 15-20% restocking fee deducted from your refund due to the item being handmade and potentially taking a lot time to resell.
In this case, you have 14 days to return the item, from the date it was received.
If the item needs to be returned and it is our error, then we shall pay for the return costs.
If you simply changed your mind about an item, you will need to pay for the return postage.
We do ask that all orders are checked within 2-3 days of receiving them and contact us with any issues as soon as possible.
If you report a broken or missing item and it has been more than one week since your parcel was delivered to you, we are not obliged to replace this item
Should you wish to return an item please contact us via the contact form which you will find in our menus.
BREAKAGES DURING TRANSIT: Unfortunately this can happen despite how well packaged and labelled our boxes are.
If items do arrive damaged, please email us within 2-3 days of delivery with clear photos of the damage and the damaged packaging if applicable.
We will usually send a replacement without the need to return items, but this is discretionary, and we may request the items back before exchanging, depending on the value, level of damage and circumstances.
We will send you a returns label and once the items are back with us, we will send out the replacement items
MISSING PARCELS: On occasion, Royal Mail can lose items.
We do not immediately refund or replace an order that a customer has reported as missing.
We have tracking reference numbers for all the items we send, so we shall track this for you and give you this number and only once an item either comes back to us, or has been declared missing, by exceeding Royal Mail's 11 working day deadline, will we refund or replace an order.
We ask you to please contact your local sorting offices / depots with the reference number as they are likely to be able to locate and arrange it's delivery to you or contact us to look into it for you.
In most cases, we shall offer a replacement order if the items are urgent and you have customers waiting, but this is at our discretion.
This is only if the tracking confirms that no delivery has taken place.
If we track an order, and it says that it has been delivered to you, this is to be taken as reliable from Royal Mail, as the parcels are scanned at the precise location, and we are provided with a GEOCODE (The unique co-ordinates) of the delivery location before posting, or being handed to the recipient.
Please note : If you have been out when a delivery attempt is made, Royal Mail will leave a red card with instructions for you.
We are not responsible if parcels are placed in a safe place on your property, and you do not retrieve it, causing loss or damage - Parcels left in a safe place and instruction left for you by Royal Mail is deemed as a safe delivery
If you fail to collect a parcel from your local sorting office, or do not arrange an online redelivery on time, and it is returned to us, you will need to pay postage again for us to re send it to you. And if you want to cancel the order, we deduct the initial postage paid, plus up to 20% restocking fee as mentioned above.
In all cases of missing parcels, please contact us within 25 days of the estimated delivery date.
We have only 28 days to claim with couriers, so informing us after this date invalidates any claims we can make on your behalf
GDPR Compliance statement
Countries around the world have their own laws with different requirements per jurisdiction regarding the use of privacy policies. Make sure you are following the legislation relevant to your activities and location.
What type of information do we collect?
We receive, collect and store any information you enter on our website or provide us in any other way.
We store your email address, postage address and phone numbers where applicable, but only for the purpose of processing your orders. We do not, and will not share any of your information to any third party.
How do you collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
Why do you collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.
Our company is hosted on the Wix.com platform.
Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
How do you communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you.
For these purposes we may contact you via email, telephone, text messages, and postal mail.
Cookies and Your Wix Site
Cookies are small pieces of data stored on a site visitor's browser, usually used to keep track of their movements and actions on a site.
Cookies are implemented in every site built by Wix.
How can your site visitors' withdraw their consent?
If you don’t want us to process your data anymore, please contact us at email@example.com
Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
Questions and your contact information
If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at firstname.lastname@example.org