Tracking is optional and must be chosen during checkout where an additional fee will be payable. We will NOT have tracking details for any parcels where 'standard delivery' has been chosen.
If you have chosen Tracked Delivery, the tracking number will be shown on your order.

We strongly advise ALL customers outside of the UK to upgrade their delivery to include Tracking. Standard delivery from the UK does NOT include Tracking, and without it we are unable to tell you where your parcel is on its journey to you.

Although we understand how frustrating it is when a parcel does not arrive when expected, we cannot refund or accept claims for DELAYED items.

LOST PARCELS

We are only eligible to make a claim to the delivery provider AFTER the following time has passed
UK: 12 working days
EUROPE: 27 working days
WORLDWIDE: 32 working days

If the length of time stated above has passed and your package has still not arrived, then do please contact us and we will begin the claims procedure. We will only be able to refund you once the delivery service provider has fully investigated, and confirmed that the package has been lost. This could take up to a further 4 weeks. We are unable to refund our customers before we receive the refund ourselves.

DAMAGED DURING DELIVERY
If the damage has occurred during transit is is important to send us CLEAR photographs of both the packaging AND the item, clearly showing all damage. We can then make a claim with the postal provider.

DAMAGED DURING USE
We do not provide refunds or replacements if your item has become damaged due to misuse, general wear and tear, or if incorrectly washed/dried. Washable items are supplied with full washing instructions.

FAULTY ITEMS
If your item is faulty and the issue is not covered above, then please contact us with clear photographs of the fault and we will investigate.

Unfortunately, we cannot make promises or guarantees for specific delivery dates.

We do have a Priority DISPATCH service - we will make and ship your item within 48 hours. However this does NOT speed up the delivery, as this service is out of our control.

If you would like to use the Priority Dispatch service, this is the link:
https://www.etsy.com/listing/1294463368


*Delays are always possible with the delivery service, and if this will cause a problem we will gladly cancel your order if we are notified within 24 hours of ordering.

If you were not at home and your package has been left by the delivery provider, and it has gone missing, you will need to take this up with the delivery service yourself as it will be classed as a theft.

If you were not at home and your package has been returned to the delivery office, it is up you to organise the re-delivery or collection of the package.

If packages are returned to us for reasons such as: the package was not collected from the delivery office, the appropriate fees (customs and/or TAX) have not been paid, the address given on ordering was incorrect, the address was inaccessible to the delivery provider, or if the delivery was refused, our standard returns policies apply.

Please contact us for further assistance.

PERSONALISED ITEMS
If your item is personalised in any way, then unfortunately as stated in our terms and conditions it is NON-RETURNABLE.
If the item is returned to us, or delivery is refused, a refund can NOT be issued.


NON-PERSONALISED ITEMS
If you would like to return a non-personalised item to us for any reason, please contact us within 14 days of delivery and dispatch items back within 30 days of delivery

In this instance, the item must be unused and in a resellable condition. The safe return of the item, and return postage cost is the responsibility of the customer. We will not issue a refund for the return postage. You must ensure the item is packaged appropriately and proof of posting is obtained for your own insurance.

If you wish to cancel an order please contact us via ETSY Messages as soon as possible.
Unfortunately orders can not be cancelled once they have been dispatched, but you are welcome to return (non-personalised) items once received, at your own cost.

If your item is personalised we cannot accept cancellations if the item has already been made. Please message us as soon as possible and we can advise.

Usual delivery timescale is as follows:

UK 1st Class 1-2 working days
UK 2nd Class 2-3 working days
Everywhere outside of the UK 7-10 working days

If you are ordering during a busy time such as Christmas, it could take a further 5-10 working days for overseas delivery. Please keep this in mind when you place your order.

You are responsible for ensuring personalisation is entered correctly at the time of ordering.
We will print exactly what is written in the personalisation box or message to seller, including all capitalization or punctuation if applicable.
If there is a mistake in the personalisation, please contact us. If we have made the mistake we will correct it.

DESIGN / LAYOUT
Our designs & layouts are clearly shown in the photographs. If you add extra wording or provide wording in a format that does not fit within the constraints of the design we will not alter it.
eg: If the item has been designed to fit a date in the format 02.08.23 we will NOT be able to write as 2nd August 2023

CUSTOMS FEES/TAX
You are responsible for all duty, customs, handling fees or any other charges imposed by your country or mail handler above and beyond the postal charges that you already paid. These may be due when you pick up your package. We cannot provide any advice as every country has different rules.

INSURANCE
Postal Insurance is included within our P&P prices, but only up to a maximum of £20 (GBP).
If you have a particularly large order, we may contact you to add insurance to this. The insurance is mandatory as without it we would not be able to make a claim should your order not arrive or be damaged in transit.