Delivery & Returns
For standard Products, we use commercially reasonable endeavours to ship them to you within 2 – 4 working days of purchase. For custom-made Products, we use commercially reasonable endeavours to ship them to you within 14 working days of purchase.
Should there be any delays to shipping, such as due to a high volume of orders, this will be communicated to you. There may be occasions where we are away for a short break and cannot ship Products to you within our normal timescales. You will be notified via a banner on our Website of the earliest anticipated shipping date so you can decide whether to place your Order.
We will ship the Product(s) using the method specified in your order. You will receive a confirmation email once your order has shipped, which will include your tracking number(s), where applicable.
We have no control or influence over the time taken between shipping and delivery and this will depend on the courier used. Please note that delivery times will vary depending on the time of year and we cannot guarantee that you will not experience COVID-19 related delays. We accept no liability whatsoever on behalf of the courier for late or delayed delivery.
In the event that your Product(s) have been damaged in transit to you, you must contact us by email within a reasonable time of successful delivery to email@example.com. When you email us, please provide clear photographs to show the extent of the damage, along with a full description. We will endeavour to respond as soon as reasonably practicable to discuss possible delivery of replacement Product at our expense, if we deem you are eligible. Please note that we cannot process claims for replacement Product(s) when an unreasonable time has elapsed from successful delivery to your damage report as we cannot be certain that the damage was not caused by you.
We are not responsible for delays outside our control. If our supply of the Product(s) is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Product(s) you have paid for but not received.
We hope that you are delighted with your order. If for some reason you are not, please get in touch with us by emailing firstname.lastname@example.org
Under consumer legislation, you have 14 days from the date of successful delivery to request a return of your Product(s). To return Product(s), it must be in the original packaging, it must not have been used or damaged and you must enclose any returns note that was provided with your Product(s). You must ensure that the returned Product(s) are properly sealed and packaged so as to prevent any damage during transit. You must also provide proof of purchase and you should retain this in the unlikely event that your return Product(s) are lost by the courier when in transit. We cannot accept liability for your returned Product(s) that are lost or damaged in transit and you must make a claim directly with the courier. We will not intervene or represent you in such a circumstance.
In the event that the returned Product(s) are damaged in transit, you will be ineligible for a refund.
Unless the Product(s) are faulty, you will be liable for paying the delivery cost for returned Product(s).
If you are returning fragranced items, please check and comply with any labelling and packaging guidelines produced by Royal Mail or any other courier that is used to return the Product(s).
Please note that sale Product(s) are not eligible for a refund, unless they are faulty or damaged.
We provide custom-made goods, and these fall outside the usual consumer protection legislation. This means that the 14 day cooling off period does not apply and you will be ineligible to return any custom-made Product if you have changed your mind after placing your order.
We ask you to take a photograph of your order before it is sent by return to us, and keep this for your records. In the event that your order is damaged when being returned to us, we will ask you for evidence that the order was shipped without damage. Where it was, we will seek recourse from the relevant carrier service. Where the photograph shows the item as damaged, or you are unable to produce such photographic evidence, we reserve the right to not provide a refund to you.
You have the option to collect your order or, subject to our terms and conditions, return your Product(s) to our studio at Double Door Studios, 7 Ward Road, Dundee, DD1 1LP. This is by prior arrangement only, as the Studio is not open every day. Please email us at email@example.com to make mutually agreeable arrangements.