If you are an international customer and your order goes missing/gets lost in transit, I have to file a claim with the shipping company. The mail company will not class an item as missing until 25 working days AFTER the estimated arrival date. Once this date is reached I can file a claim. It takes up to 90 days to investigate international missing parcel claims, therefore I will not be able to refund or replace until I have heard back from the mail company. Once they refund me I will then in turn refund or replace your order. I cannot refund before, as if the order arrives with you in the claim period the mail company will not refund me- and in turn I will loose money. Please do not place an order if
this is an issue for you.

Please be sure you have read all of the listing details and are happy with all the information including cost, size and turnaround before placing an order. Nearly all of my items are ordered in from external suppliers the day your order is placed. Items such as ice creams, cupcakes, and flocked bunnies are hand piped or dyed to order the same day to ensure maximum drying time. Therefore I do not accept cancellations or refunds for any reason. Please understand I am a small business and I have to order your items in which costs me money. Time spent painting, piping cakes/ice creams or dying the items is included in the cost of your purchase. I am as clear as I can be in my items descriptions in order to avoid any confusion so please be kind

Uk- I post all items 2nd class which has a delivery aim of 3-5 working days, however Royal Mail will not class an item as missing until 14 working days has passed. Therefore I can't replace or refund until this period of time has passed. If after 14 working days your item has still not been received I will happily replace or refund.

International orders- all items over £20 are posted tracked and/or signed for and you will be provided with a tracking number. A parcel will not be classed as missing until 25 working days after the expected delivery date. Once this timescale has passed I can then put in a claim with the post office- this process can take upto 90 days to be investigated. I will only refund once I have received payment.

Please note I have absolutely no control over customs, and how long they have your parcel for. Sometimes items fly through really quickly, and other times they get presented for assessment and can be stuck for up to 8 weeks. I cannot contact them or hurry up this process. Please be patient and understand this is is out of my hands. They will contact you directly if they need further information or need a customs charge paid.

You as the buyer are responsible for any customs charges. Please be sure to check your countries policy on customs if you have any concerns.

All items with exception of “supplies” are “made to order”. This means the item is ordered in and made for you. Due to this I do not accept returns, exchanges or cancellations for any reason.
I order in items from suppliers the same day as you place your order, therefore I am unable to cancel those items as they will have been paid for.

All cake/concrete items are piped the same day as the order is placed in order to give the items ample drying time before painting.
Please understand I am not Amazon- I work alone and did not have a team helping me. I am as clear with my turnaround times as I can be in my shop announcement, description, and delivery/checkout section. Please be sure you are happy with ALL details before ordering.

If you are messaging to get an update on your order is please see the “your order” details on your Etsy account - this will inform you on the date your item will be shipped. Most items are on a 4-6/6-8 week turnaround before shipping- due to items having to be ordered in externally from suppliers- therefore I am unable to “hurry” up the process.
This turnaround time information would have also been shown to you on my shop announcement, the product listing and again at checkout before you place your order. I have put this information in as many places as I can to avoid any confusion. Due to items being “made to order” and ordered in from external suppliers I do not accept cancellations or refund orders.

We are not responsible for packages delivered to the wrong address or stolen from your property. Should either of those occur, it is the responsibility of the buyer to contact their post office and/or file a police report. GPS tracking should be available on all orders so the post office would be able to pinpoint where your items are.

If your tracking shows out for delivery but is not delivered and the tracking does not update please contact me. (International buyers please see our
international loss policy- also shown in our FAQ)

The postage quotes are only applicable for parcels under 2kg- and insurance only covers upto £250. If your parcel weighs over 2kg or you have spent over £250 you will be contacted with the exact shipping quote. You will then be given the option to pay the overage or cancel your order.
Etsy doesn’t let us quote postage costs via weight so unfortunately the quotes given are not exact. If you are placing a large order or if your order contains lots of wooden items please contact us for an exact quote.

Any orders which are not collected from the post office, customs fees unpaid or the incorrect address has been given (by you the customer) will be returned to me.
I will only hold returns for 90’ days once they have been received back. I will contact you via email to let you know the order has been returned and received- and give you the option to repay the postage in order for me to resend. If I do not hear back after those 90 days, items will be either resold or personalised items discarded. I do not have the space to store unwanted items. It is your responsibility to check postal address’, the tracking and collect items from the post office if needed.

We do have a minimum spend in order to qualify for a discount. Unfortunately due to Etsy fees being so high we can’t offer super large discounts as we wouldn’t make any money. Please pop me a message with screenshots and quantities of the items required and date in which you need them for and I will get back to you ☺️