HELP & FAQ
'How long will it take to receive my order?'
Orders can take around 3-5 working days to be processed, as each product is designed, printed and pressed on order. Once dispatched you will receive an email with tracking details and you can expect your order within:
UK customers – 2-4 working days using a tracked service
EU customers – 5-8 working days using a tracked service
Customers outside of the EU – 5 -21 working days using a tracked service
'My order hasn’t arrived yet! What do I do?'
Don’t panic. Please firstly check to see when your order was dispatched and refer to the tracking information, as sent at the time of dispatch. Please note that all estimated ‘working days’ refer to Monday to Friday and don’t include the weekends. If it’s over your delivery estimate, please send me an email with your name, order number and address so I can follow this up with the courier. You can email me on email@example.com
'Help! I made a mistake with the personalisation!'
Please let me know ASAP by emailing firstname.lastname@example.org if there is an error so that I can get it corrected for you. However, if your order has already been made or dispatched then I’m afraid there isn’t anything I can do to help. If I feel that an order has a personalisation error, I will message you just to double check before printing.
'Oh dear, I think you’ve made a mistake on my order. Now what do I do?'
Oh no, we’re all human and from time to time the odd mistake may slip through. This doesn’t happen often and if I’ve made a mistake on your order and have sent you something that you didn’t ask for, please email me at email@example.com and let me know so that I can fix it as soon as possible for you. I pride myself with my customer service and therefore I want you to be happy with your purchase!
'Can I collect my order?'
All orders are made, packed and dispatched from my workshop and collection can be arranged by contacting me at firstname.lastname@example.org or by choosing 'Collection' at the checkout.
'Do you ship worldwide?'
Yes! I ship all over the world! Postage is calculated at the checkout. Please note that orders outside of the EU may incur import taxes, which are the responsibility of the customer. Delivery times vary greatly depending on the end destination. Please see below for more info. If your country is not listed, please email me at email@example.com and I can help to complete the order.
'I’ve received my order but I’m not happy with it. What can I do?'
Send me an email on firstname.lastname@example.org and we can have a chat to resolve the issue. Please do be aware that as orders are personalised we cannot refund them. If your order arrives past it's scheduled delivery date but has dispatched within time, we ask that you take into consideration any national holidays or issues that may have delayed this within the delivery network. Refunds cannot be issued due to a late delivery.
'Who creates these gifts?'
All designs are completed by me, Nadina, taking into consideration any requests or personalisation at no extra charge. When necessary I also use fabulous artwork sourced from some fantastic worldwide artists. The gift of an individual printed item is so special, that we don’t think an extra charge should be made just because it’s unique!
As a small business, every aspect of your order is usually handled by just myself and on the odd occasion, if I have made an error or it's been delayed, please, when you contact me via email, remember there is a human with a passion for her business, who will go out of her way to ensure you are happy with your service. Be Kind ❤