Frequently Asked Questions
CONTACT INFORMATION
How can we get in contact with you?
For any general questions we can be contact on Facebook, Instagram, Email, Phone, WhatsApp or the contact us section of our website.
PLEASE NOTE CONTACTS ARE NOT ANSWERED 24/7 AND WE WILL REPLYS AS SOON AS POSSIBLE
What is the best way to contact you regarding an order placed?
If you have questions about your order please contact us on the website, via email or phone. Facebook is not monitored regularly.
I would like to place a custom order how do I do this?
Either via the website, email or phone.
How long will it take to answer queries?
We aim to answer queries as soon as possible but please allow up to 2 working days. If this time has passed, please check your sent box to make sure the email was sent.
GENERAL INFORMATION
How do I place an order?
Any items on the website are available to order straight away. For any custom designs or changes please contact us via email or on the contact section on our website. Orders will not be started until full payment has been received.
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Where are you based?
We are based in Milton Keynes, Buckinghamshire.
Do you have a shop?
No, we currently sell online only but items can be collected if pre arranged from Milton Keynes- payment must be made when the order is placed NOT on collection.
Can I collect Items?
We allow collections from Milton Keynes only, please get in touch to arrange this.
What if I can’t find what I am looking for?
We are able to do a range of personalised/ customised orders so please get in contact if you have an idea of something you would like.
I saw something on the website and now I can’t find it.
We often have sales and products that are only available for a limited time but please feel free to contact us and we will do our best to accommodate.
Is there a minimum order value?
On bulk buys there will be a minimum order to receive discounts, but you can purchase just one of most items.
Do you take pre-orders?
All of the items listed on our website have the items or materials here ready to go. If you place a custom design or order, then items or materials may need to be ordered in, but this will be explained before your order is place and paid for.
What is your turn around/ dispatch time?
Most items are 2-4 working days- THIS DOES NOT INCLUDE WEEKENDS.
Orders placed after 5pm will be classed as ordered the following day.
THE TURN AROUND/DISPATCH TIME DOES NOT INCLUDE THE POSTAGE TIME, SO THIS WILL NEED TO BE CONSIDERED TOO
ORDERS PLACED
Can I Change or cancel my order?
Most items are custom made and therefore will not be able to be cancelled. Please get in touch as soon as possible and we will do our best to help.
I didn’t receive an order confirmation email.
Firstly, please check your junk email before contacting us. If it’s not there then please send us an email with your full name, address, and email address to help us to locate your order.
Can I track my order?
Most orders are able to be tracked, where applicable a tracking number will be sent via email once your order has been posted.
My tracking number isn’t working.
Please double check and enter the tracking on the royal mail website here Track and Trace - Track your Item | Royal Mail Group Ltd. Please enter the tracking number exactly as it was in the email i.e. Capital letters and spaces. Sometimes tracking can take 1-2 working days to show up on the website, if you still are not able to track your delivery after this time please get in contact.
My order hasn’t arrived.
Please make sure you check the dispatch timescale has passed then check the estimated postage time too. Once this has passed, please contact us for further help.
What do I do if I gave the wrong delivery address?
Please contact us via email as soon as you realise the address has been incorrectly typed. If the item has not yet been package and ready to post, we do our best to accommodate. If the item has already been posted, then we are unable to change the delivery address. If you know the address, then please keep checking the tracking number and once it has been delivered then take some ID to the address and see if you can pick up your item. We will not send any replacements or support finding packages if the wrong address was entered by you when ordering. All orders are posted with a return address. If the wrong address error was on our part, then contact us as soon as possible and we will support with locating the package and making sure the items reach you or we will provide a refund or replacement.
Something is missing from my order.
Unless stated and previously agreed, we normally post your delivery as one order. Please check your email for the tracking numbers, if there is more than one then your items have been sent separately. If you have only received one tracking number, then contact us as soon as possible but this must be within 2 days of receipt.
I would like to add an item to my order.
We will try our best to accommodate this, adding items to an order will likely increase the cost of postage and an administration fee of 30p will be charged on top to cover the processing fee.
DELIVERY & POSTAGE INFORMATION
Who do you use for deliveries?
We use royal mail service for all deliveries as most are tracked to ensure our deliveries arrive to the correct address.
How are delivery costs worked out?
All our postage prices are weight based so will increase when ordering more items.
Are orders sent out altogether as a delivery or can they be sent out separately?
Unless stated and previously agreed, we normally post your delivery as one order. Please check your email for the tracking numbers, if there is more than one then your items have been sent separately. If you have only received one tracking number, then contact us as soon as possible but this must be within 2 days of receipt.
What countries do we post to?
Currently we only post to the UK, if you are outside this please message and we can see if this is possible.
Can you post to multiple addresses?
At present we are unable to post to different addresses on one order, please place separate orders for each item you want sent to a different address.
PAYMENT INFORMATION
What payment cards do you accept?
Payment Cards are accepted are Visa, MasterCard, Maestro or Visa Electron. Please note that some credit card companies may charge foreign transaction fees when purchasing from a different country, these fees are the responsibility of the purchaser.
Am I charged as soon as my order is placed?
Yes, the charge is processed immediately, it may be sat in pending payment on your bank account until accepted. The charge is normally accepted the next working day and then it will show on your bank account as a payment taken.
Who do you use to process payments?
At present we use Shopify for all website orders & square to process any other payments such as Facebook or in person.
FAULTY & DAMAGED ITEMS
What do I do if my product has arrived damaged?
There is an item or items broken in transit. Please contact us within 2 Days of receiving the item, with the following information Full Name, Address, Order Number, Full picture of the item, picture of the damage on the item and if the packaging has been damaged then please send a photo of this too. Do not throw away the item or packaging until you have spoken to a member of our team. If you discard the items before being told by us, then you will not receive a refund or replacement.
What is classed as a faulty product?
A faulty product is classed as something that has been damaged either before reaching you or once you receive the product there is a manufacturers defect. Please get in touch to discuss this.
What wouldn't be covered as faulty?
Any accidental damaged is not covered nor is any product which has not be used, cared for or looked after in the suggested way.
PRODUCT CARE
How should I wash/clean/look after my item?
All products that need washing/cleaning/ looking after will be sold with a Care Card explaining what to do when cleaning/ washing items. If you do not receive one for whatever reason, please contact us before washing/ cleaning as the instructions can be sent over email.