F A Q

Frequently Asked Questions

How long will it take to prepare my order?


Each of my clay items is handmade by me. Generally, my processing time to make your order is 1-2 weeks. During peak seasons, such as the run up to Christmas, this can rise to 4-5 weeks. Make sure you order in good time! For greeting cards and prints, my processing time is much quicker. Generally your items will be posted within 3 working days. Should you purchase cards, prints and clay items together, the longest shipping time will apply. You can find my current lead time at the top of the webpage. Please note, this does not include shipping times. If you need something for a specific date, please drop me a message to discuss prior to placing your order.




Shipping and Delivery


Please review the COVID-19 update for the most up to date information relating to current shipping. UK orders under £20 are sent via Royal Mail 2nd Class Standard. Orders over £20 will require a signature. Goods typically arrive within 3-5 working days. Please note, tracking is not available when using Royal Mail Standard, therefore should you require this service please select the upgraded tracked option. International orders are dispatched via Royal Mail International Tracked. Goods typically arrive within 5-20 working days, depending upon your location. It is important you are aware that postal charges will not cover any tax or import charges applicable within your country. These are the responsibility of the buyer.
Proof of Postage is retained for every order.




Where is my order?


Please refer to the Shipping and Delivery information above, in reference to shipping times. For UK customers, Royal Mail will not deem an item as lost until 10 working days have passed. If an item fails to arrive, I will arrange a refund or a replacement as necessary. For International customers, Royal Mail will not deem an item as lost until 25 working days have passed. Please bear in mind Customs can cause delays during peak seasons. Adverse weather conditions have been known to cause disruption. Please do get in touch if you experience any lengthy delays. I am always happy to assist you in locating your order. If a package is returned to me due to an incorrect address being supplied, or failure to collect from your sorting office (for example) the item/s can be reposted at cost to the customer.




Can you rush my order?


During peak seasons and busy periods, this will not be possible. But should you require something for a specific date, get in touch to see if I can help. Please do check with me prior to ordering. I'd hate for there to be any disappointment!




Do you offer gift wrap?


Each order is wrapped in tissue paper and tucked inside a jute bag. This is my standard service for everyone. Should you require a gift message just let me know by leaving details at the checkout, and a note will be added on your behalf.




Wholesale Availability


I do offer a range of my items at wholesale. Please get in touch to discuss your requirements.




COVID-19 Update - 09/2020


Orders continue to be processed and dispatched within my advertised lead times displayed on the homepage. UK Customers The arrival of your order may take a little longer than usual. Royal Mail are working hard and are continuing to provide their services, however there is understandably an impact upon their timescales due to reduced staff and increased demand. Please allow 10 working days for your order to arrive, and ensure you order in plenty of time if your items are required by a certain date. Sadly, I cannot guarantee delivery time frames at this time. I am happy to send direct to your recipient if this suits. Provide the appropriate delivery address when prompted. Invoices are not included with your packages as these are emailed to you at the time of ordering. International Customers
There are significant delays which vary hugely, subject to your location. All orders are sent with tracking, which is also taking some time to update. Especially when goods reach airports and customs. All I can ask is for your patience, and know that your items are in transit. If after the timescale set out by Royal Mail has passed, we can of course review how to resolve any potential issues, in a way which suits you best. Customer service continues to be of great importance to me, and I am here to assist in every way I can. Thank you for your continued support. In supporting my business, you are supporting my family!





 
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