Frequently Asked Questions

 

 

 

How long will it take for my order to arrive?

Unless stated within the product description, all items are made to order. I personally cut, sew and pack your orders so to allow myself time to produce you an item of high quality I have a minimum turnaround time of 2-3 weeks (excluding delivery). I will always try to keep this time as short as possible and will send you an update once your order is ready to be dispatched.

What methods of payment do you accept?

The website currently accepts MasterCard and Visa payments as well as the option to pay via PayPal. If you encounter any problems whilst using the payment facilities please don't hesitate to contact me. 

How will my order be shipped?

UK - I use Royal Mail First Class Standard and Signed For when posting out my orders (You can choose at check out stage). I post items Mon-Fri and will send tracking information at the time of dispatch.

International - I use Royal Mail Interntional Tracked and they aim to deliver to Europe within 3-5 working days and worldwide within 5-7 working days. As with all deliveries overseas we cannot be held resposible for any delays that have been caused by your Customs Department as this is completely out of our hands.

What happens if I don't receive my order?

If the unfortunate happens and your item becomes lost in the post, I use a Signed For service which offers up to £50 compensation. I will always get proof of delivery and will be happy to claim on your behalf, however, the item is not classed as lost until 10 days after the proposed arrival date. Once Royal Mail have acknowledged your item as lost I can resolve the issue for you.

What happens if my order arrives damaged?

I always send my items wrapped in tissue paper and placed in a sealed plastic mailing bag. If the item has been damaged whilst in transit this will have to be taken up with Royal Mail, who are responsible for the safe delivery. I will be able to provide you with all the necessary information in order for you to make a claim with RM directly.

What is your refund/exchange policy?

You have 14 days after your item arriving to contact me at [email protected] to arrange a return and a further 14 days to send the item back to me in the same state that the item originally arrived (buyer to pay return postage costs) I do recommend getting proof of postage. Please note that in no circumstances will I be able to accept returned items which have been washed or worn. If an item is returned and shows signs of wear or washing then the item will be returned to you and no refund issued. 

If you have ordered the wrong size then providing the item has only been tried on the once and has not been washed then I will happily exchange for a new size, providing I have the fabric in stock still. You, the buyer, will be responsible for paying postage costs again and the standard turnaround time will still apply.

Please note, no refunds or exchanges are accepted on custom orders.

Can I cancel my order?

As my items are made to order I can only offer a small time frame in order for you to change your mind and cancel your order. If you let me know within 24 hours of your purchase I will be happy to refund you.