FAQ, Returns and Useful Info

1) How long will my order take to ship?

I usually ship within 2-4 working days (not including weekends). If it is likely to be longer for any reason I will email you. If you need it ASAP, please email me using the contact form in case I can accommodate.

 

2) Where are you located?

Ayshire, Scotland. Please note that any import duties or taxes imposed by your country are your responsibility, and I can't pay these on your behalf. Please familiarise yourself with your country's rules on importing products and any costs you may expect to incur.

 

3) Where can you ship to?

UK, USA and Canada only.

 

4) The design I would like to purchase is sold out, can you make another?

Yes! I have a waitlist for most designs. Please message me via the contact page, letting me know the title of the listing or a screenshot of the design you like, and any preference for the type of wood (you can choose from any wood species you see here on my website). Sometimes my replies your messages will go into your spam folder, so check there if you havent heard from me. I usually reply to messages same day (sometimes longer at weekends).

 

A note on packaging:

My packaging is as simple as possible without compromising durability. This is so that I am not wasteful (for environmental reasons) and can keep costs as low as possible. My work is time consuming and I try everything I can to keep it as affordable as possible given the time costs involved - keeping packaging simple is one of the easiest ways to do that.

Pendants and Pebbles will arrive in an organza bag, wrapped in tissue paper with a simple cardstock care sheet, inside a cardboard box which will fit through a letter box.

Prints, wall hangings, door toppers etc will usually be packaged in a cello bag or tissue paper, and can usually be packaged to fit through a cardboard box. Some will be wrapped in bubble wrap.

Use of re-purposed materials in my packaging:

I will often re-use packaging materials that I have collected rather than buy in where possible, especially bubble wrap and other plastic materials. I like to do this because it keeps costs lower and I hate to throw out perfectly serviceable materials only to buy in new to package orders. So you may notice signs of this - ripped bubble wrap, cut-up cardboard with an Amazon logos on, etc. If you are sending a gift direct to a recipient and would prefer it to be as pristine as possible, do let me know and I will wrap your order using my stock of fresh new packaging material. 

 

Returns Policy

I want you to be completely happy with your purchase. If for any reason you are not satisfied with your order, I am happy to offer a returns policy in accordance with UK consumer rights.

Your Right to Cancel (Cooling-Off Period)

Under UK consumer law, you have the right to cancel your order and request a refund within 14 days of receiving your items. This is known as the "cooling-off period." You do not need to provide a reason for cancellation.

To exercise your right to cancel:

  1. Notify me within 14 days of receiving the item by contacting me using the contact form on this website
  2. Once you have notified me, you have an additional 14 days to return the item to me.
  3. Items should be returned in their original condition to be eligible for a full refund.

Exclusions to the Cooling-Off Period

You are not entitled to a refund if:

  • The item is bespoke or made to your specific order.
  • The item has used and damaged in use.

Returns Process

  1. To return an item, please contact me first via the contact form, providing your order details and reason for return.
  2. You will be given instructions on how to send the item back to me.
  3. Please ensure that the item is securely packaged to prevent damage during return shipping. You are responsible for the cost of return postage unless the item is faulty.
  4. I recommend using a tracked service for your return.

Refunds

  • I will issue your refund within 14 days of receiving the returned item, or within 14 days of you providing proof of return (whichever is earlier).
  • Refunds will be issued to the original payment method used when purchasing the item.

Faulty or Damaged Items

If the item you receive is faulty or damaged, please notify me as soon as possible, and I will provide a replacement or a full refund, including return shipping costs.

Contact Us

If you have any questions or need further assistance with your return, please do not hesitate to contact me using the contact form on this website.