FAQ

When will my order be shipped?

We aim to dispatch stock items within 48 hours. All of our handmade and handpainted products have a lead time within their product description. Please refer to your chosen product to see the up-to-date lead time. Lead times are subject to change depending on our outstanding orders.

Orders will always be shipped in one parcel so please take note if one of your products has a 2-5 day lead time and another is 4 weeks, or if you have a mixture of personalised and stock items - they will all be shipped within the time period of the longer product lead time. We advise placing separate orders if you prefer stock items to ship sooner than the made to order items.

You will receive a notification once your order has been shipped if you have checked out with an email address on account and tracking to follow your parcel's journey.

 

What does lead time mean?

A products lead time is the time it takes for the item to be ready to be shipped. We have longer lead times on items made and painted to order. Please note that lead times do not include any bank holidays so you will need to allow additional time if your order falls within a bank holiday period. If a product has a 3 week lead time, for example, your item will be ready to ship in 3 weeks. The lead time does not include postage transit time or any time the order may spend in customs, so please note this.

 

How long will it take to receive my order?

Once your order has been shipped, orders within the UK usually arrive within 2-3 working days. International orders can take up to 28 working days, however parcels are often delivered within 1 week to Europe and 2 weeks for the Rest of the World. Please allow adequate time before contacting us about your parcel whereabouts.

 

Can I track my parcel?

All orders are sent via tracked mail, both within the UK and internationally. Please ensure you follow your tracking number provided in your dispatch email to stay up to date with your parcel's journey. Please ensure you keep up to date with tracking as all updates will appear here including attempted deliveries or parcels awaiting collection from a sorting office.

 

Can you offer an express shipping service?

Yes, we do offer an express shipping option! Please note that this is just for a faster overall shipping time, and may not mean your order will be dispatched sooner if it is a made to order product. It will still have the standard lead time but your parcel will be picked up via courier and delivered in 2-7 days after dispatch. For stock items we can offer express (worldwide) or a next day service (within the UK) on request.

 

How do I cancel my order?

Please contact us as soon as possible if you wish to cancel your order. If your order contains a personalised or made to order item we regret we will not be able to cancel your order if we have already started to create your piece.

 

What shipping carrier do you use?

We send all of our orders via Royal Mail. International orders are sent via Royal Mail International Tracked Service. Express orders are sent via a courier - usually FedEx, DPD, ParcelForce or DHL depending on the destination. If you have a preference on the courier service please let us know for a customised quote.

 

Can I pay with PayPal even if I don't have a PayPal account?

Yes! It is commonly misunderstood that a PayPal account is needed in order to make payments through PayPal. However, you do not need one. All you need is a debit/credit card which is supported by PayPal to checkout.

We also offer direct checkout so you can use your card to purchase too.

 

What currency are orders placed in?

As we're in the UK, all orders will checkout in pounds (£/GBP). You can use our currency convertor to shop the site so you have an idea of what the final price will be in your currency however this is just an estimate. If you have been shopping the site in your own currency, please note that currency will convert back to £'s at the checkout stage and this is the final price you will pay in £'s. We advise using google to check the current exchange rate for an accurate estimate.

 

My order has been damaged or lost in the post. What do I do?

Please contact us within 14 days of delivery to report any parcel damage or missing items. You must retain packaging and take photographic evidence of the damage so we can investigate this further and provide this within the 14 day timeframe. After this period we will not be able to accept any claims of damage.

In the event of lost mail, we will first try to locate your parcel with the postal service. Please note parcels are not deemed lost until at least 15 working days after postage (within the UK) and 28 working days after postage internationally.

If your order has been lost and this is confirmed with the shipping company, we'll re-send the order to you subject to availability. We can only proceed after we have placed a successful claim with the shipping service. As all parcels are sent via a tracked service, please note that the claim procedure may be different if a parcel has been scanned as delivered.

Please note that we will only ship to the same postal address on the original order, a change of address will require a re-delivery fee. 

You will need to make us aware of a missing parcel within 35 days of dispatch, past this time period we may not be able to submit a claim with the delivery company as most companies will not accept claims past this timeframe.

 

Do you offer refunds/returns?

We will only refund orders which are non-personalised upon receiving the item back in our care in a re-saleable condition. Personalised products which are created with a name, or a product painted in custom colours are final sale and cannot be returned. We reserve the right to reject a return if it is damaged or incomplete or if the item has been used. We may offer a partial refund under certain circumstances. You must contact us prior to a return (within 14 days of receipt) and then return within the next 14 days (28 days in total from the date of receiving your order.) We will not accept returns outside of the 28 day period.

Return postage is the responsibility of the customer. If you are an international customer, you must mark the parcel as a return on the customs form. We will only refund back the original postal fee if the entire order is returned as per the distance selling regulations.

We regret that personalised or made-to-order items are non refundable. Personalised items which have been returned to sender will not be refunded. We are happy to resend these items back to you once they have arrived with us, however please note there will be a redelivery fee.

We do not accept returns without prior communication.

 

Delivery attempts

Please ensure you keep up to date with the tracking number provided on your dispatch email. Most tracking will show an estimated delivery date. In most cases Royal Mail / Couriers will make three delivery attempts. After delivery has been attempted three times your parcel may be returned to sender. If your parcel is returned to sender you will need to either pay the shipping fee again for redelivery, or if the item/s are stock items and are non-personalised you can opt for a refund (minus the initial delivery costs). Personalised items are non-refundable.

 

Customs Fees

From 1st July 2021, VAT will be applied on all goods sent from the UK to countries within the EU regardless of their value at the time of delivery.

VAT is charged at the rate set in the buyer's delivery location. Any parcels under €150 (£135) will require the buyer to pay VAT, Formal clearance and a Customs clearance fee. Parcels over this amount will incur the above plus duties.

Customs fees may be applied to countries outside the EU dependant on their own countries rules.

Goods that are exported by UK businesses to non-EU countries and EU businesses are zero-rated, meaning that UK VAT is not charged at the point of sale but you may be charged VAT at the time of delivery by the delivery provider.

 

Discount codes 

All discount codes are subject to terms and may be withdrawn at any time. We reserve the right to cancel an order which has used a discount not applicable to the order. Our free shipping codes are only to be used in conjunction with a current outstanding order to allow us to ship the items together for one postal charge and may only be used if we have given consent.

 

Wholesale

Sorry but we don't offer wholesale. In the past we have wholesaled our flashcards so you may see these around, but I'm afraid right now we aren't focusing on this area.

Please do not purchase our items with the intent to resell without prior permission. All products purchased through our site, unless otherwise discussed, are for end users only and are not to be resold in any other retail outlets - online or in stores. We reserve the right to reject/cancel orders (as appropriate) in the event that we reasonably determine that goods are being ordered for resale.