FAQs
Do you have a physical store/catalogue?
We are exclusively an online store, so, unfortunately we do not have any physical shops. Please use the 'contact us' page if you need any further information about our products and we will be happy to help.
How much is the shipping cost for your items?
The shipping cost varies according to the product selected and will be calculated and displayed once the delivery address is entered at the checkout page. The hand crafted items (marked with a ֎) are delivered by our dedicated courier and are considered as fragile items therefore the timings and costs are reflective of this, ensuring high levels of customer satisfaction.
How will I know if my order has been confirmed?
As soon as you have placed the order through the website you will receive an email confirmation that the order has been successful. You will receive a further email when the item has been dispatched along with a tracking reference number.
How can I review a product I have bought?
We welcome feedback and reviews on our products as this is invaluable to other customers interested in the item and helps us to expand our range with new products. Reviews are simple and can be made by clicking on the review button on the product page.
What payment methods are accepted on your site?
We take payments from any major credit/debit providers. These can be found at the bottom of the homepage.
What happens if the product I like is sold out?
If the product is currently not available to purchase it will have a 'sold out' tag which means that it has been very popular. Items are usually back in stock soon so keep checking the site for updates, but if you would like us to inform you when it is available please contact us via the contact page with your contact email address so that we can be in touch.
For more information on this, please contact our customer service team.
What is a credit note?
A credit note will be offered if products marked with a ֎ in the title are returned due to a change in mind and a direct exchange has not been made immediately. This credit note will be redeemable against any other product marked with a ֎ within the time frame before the credit note expires.
Please see the Returns page for more information.
The website isn't working properly?
If you're having issues using the site or have received an error message please try refreshing the page or checking your internet connection. If the problem persists please contact us via the 'Contact us' page.
Returns
What should I do if I believe my product is faulty and within its guarantee?
- Contact us to discuss further, our team will ask you to confirm how the item has been cared for, and in some cases, we may ask for pictures.
- In the first instance, we will request pictures of the fault to be sent via email.
- If we can not see the issue with an image, we may refuse the return.
- If the item is faulty, we will be happy to replace the item, if a like-for-like replacement is not available we will offer you the closest next item.
When will I receive my refund?
Once your returns have been delivered to our warehouse successfully we will confirm the refund. Please allow 5-7 working days for your refund to be processed and appear in your account.
What are the terms and conditions of returns?
We take pride in our products and want you to love and enjoy them as much as we do, but we know that every now and again, things might not work out quite as you'd expected.
Read 'Our policies' page for further information.
How do I make a return?
Are returns free?
For more information about returning an item, head to our returns page.
Delivery
How do I change my shipping address as it's different from my billing address?
During the checkout process, please enter your shipping address first. When you select your preferred payment option there is a box that will be ticked for 'My billing and shipping address are the same. If this is not the case, untick the box and proceed to fill out the details for your billing address.
Please contact us if you have any further difficulties.
Do you ship products outside of the UK?
At present we offer delivery to Mainland UK. However we are working to expand our services globally. Please contact us if you would like a bespoke delivery to any other location and we will be happy to assist you.