SHIPPING INFORMATION & RETURNS/REFUNDS

Hello lovely customers, hope you are all doing well? 

So Shipping can be made easy for businesses when offering flat fees, but this can also be very expensive and can put customers off purchasing.  It also encourages you to spend more than necessary to make up for the shipping costs. 

We are based in the UK, but we ship all over the world, excluding a couple of countries. 

We have tried our best to keep the shipping fees as low as possible, but our Royal Mail services are constantly making periodic increases.  I am sure it is the same in your own respective countries.

It gets more difficult when shipping Worldwide as costs can be expensive and sadly this is out of our control.  

We are not VAT registered as this is not essential here in the UK for relatively small turnovers.   This in turn means we can keep our costs lower than others. 

When selling overseas, a small business such as mine, wants to offer the best price possible.   We do not add on any fees for currency conversions or payment charges.   These are 5% on currency conversions and also a further 3.5 percent on merchant fees.    These costs are non-recoverable. 

Brexit has also altered shipping across EU Countries, but again, we have not passed the full cost onto our customers and are absorbing these costs ourselves.   We  value your business and custom  and this is very important to a small business such as mine. 

We do not want to lose your business, so if you feel shipping is a problem please do not hesitate to contact us and  we can see if there is anything we can do.  We can look at a discount or offer a freebie etc. 

PLEASE ENSURE YOU CHECK YOUR ORDER BEFORE PROCESSING. 

IF ANY REFUNDS ARE OFFERED,  these would be minus any transaction fees incurred and any currency conversion  charges administered by the card merchants and Shopify.  Also currency rate changes.  Minus shipping costs if items sent.  

WE DO NOT CHARGE FOR PACKAGING and absorb this cost.

We aim to send out goods between 1-7 working days as some goods may go out of stock and need reordering.  However, we do try to send out products with one or two days, excluding weekends and Bank Holidays. 

Bespoke palettes are made to order, so at busy times, these could take up to 5/7 days to ship out after ordering.  However, we aim to make and ship much quicker as much as possible.   Please message me if you need quickly. 

If you have opted for standard post, there is no tracking information available from Royal Mail.  Tracking information, if you chose this, is automatically sent to you via email, so please check your spam/junk folders. 

Parcels can get delayed and this can be for various reasons, including custom delays, which is out of our control. 

For International parcels that may be considered lost, we cannot make any claims until after 20 working days for EU Countries and 25 working days for the Rest of the world.  We then need to wait 90 days for any pay outs/refunds. 

 We do liaise with all our Customers and try to offer the best solution with any issues that may have arrived. 

Lost goods are very very rare.  We also urge you to check that you have given us the correct address.  We can only send to the address you provided at the time of purchase, otherwise we will not be covered via Paypal's terms and conditions, or The Royal Mail etc. 

PAYMENTS 

We accept many forms of payments and you can check these out when you go to shipping details. 

PROBLEMS WITH YOUR ORDER 

We strive our best to parcel your goods really well and with extra care.  We also take images of each of the parcels that leave us and these are referenced by shipping dates and where possible a name against them. 

When shipping overseas, all items need to be listed for the purpose of custom checks.

Parcels are weighted and dimensions are taken  and this is how shipping is calculated.  We are then required to fill in a customs form to ensure smooth delivery.

We do not just offer one flat fee.  Parcels are priced according to size and weight, as set by Royal Mail. 

If your parcel is damaged or if you feel there is anything missing, this must be reported immediately to us in writing via any means.   Not by a phone call. 

Images must be taken  within 24 hours of receipt of your goods and all packaging for it to be assessed.  Photographs should also be taken.    

Royal Mail and couriers  will usually sticker the parcel if they believe it to be damaged or items missing.   This helps with any claims that may need to be made.   These can take along time when claiming for our overseas customers.  

Please check your parcels thoroughly.  Some customers have unknowingly put items in the waste bin with goods inside them.  Thankfully they  have been able to recover them by acting quickly.

Sadly after this timeframe, we cannot be held responsible for items reported missing or damaged. 

Please also note that since Brexit,  and the UK leaving the EU, some parcels will be subject to custom charges.  Should customs not be paid,  there will no refund given.  This is down to the customers responsibility and not us as the seller.   We do not offer refunds should the parcel not be claimed. 

Some of our items are bespoke and made to order.  No refunds will be issued.  

Any transaction fees occurred will he deducted should any refunds be deemed necessary. 

It is the responsibly of individuals to ensure they are fully aware of any custom duties that may be payable.  So please check with your own Country what these are likely to be. 

USA now have a 10% tariff added, but we have only altered this to 5% for our customers.  So as a small business we do take the hit for now.

We do try and run discounts as much as possible and with our International customers we do send out a free practice board when a full size bespoke palette has been ordered.  You cannot use this alongside any other discounts being offered.

We have had to exclude Spain and Italy when sending out our bespoke palettes, as we had too many issues with customs and fees.   

We do on occasion take a vacation.  These will be listed on our website, so please bear this in mind at the time of ordering. As no goods will leave during these times.  We are a small family business. 

Best wishes Sally