Frequently Asked Questions
Customer service is very important to us, and we pride ourselves on the feedback and service we give our customers. We will always answer when we come, but please bare in mind we have a lot of customers and each one as important as the rest. Our email account is read daily but during busy seasons can get very busy to we ask that you allow up to 72 hours to receive a response.
Please read below our FAQs and we may have the answers to some of your questions. If these are not helpful please contact us on: firstname.lastname@example.org
Can I return my order?
Unfortunately all our products are made to order, we do not stock any products. So due to the nature of being customised we do not offer refunds. However, unfortunately mistakes can happen, if this is the case please notify us: email@example.com to let us know of any faults.
Do you have a shop?
No. As we are an online retailer we do not have a shop, However you are more than welcome to come to our offices to view a product on our display stand. (We do not request a mask to be worn at all times and for you to come alone)
What do I do if my delivery is scheduled when I wont be home?
We use Royal Mail for our deliveries. If you are not home when a delivery is attempted a calling card will be left where it will give details on how to arrange another delivery or you are able to collect from the post office. If you was not left a card you can also check the status of your delivery via your shipping email by entering the tracking details in Royal Mail Track and Trace.
How long will my order take?
Products have their own turn around times that vary and are indicated at checkout before payment is made. These will also show on your email confirmation. Please be aware our products are all made to order for you so we have these turn around times so we can make the items. Turn around times do not include delivery, unless placed on an express turn around.
I get married soon can I have my order sooner?
We offer an express turn around times for orders needed urgently.
Please contact us firstname.lastname@example.org to arrange.
Or select the option at checkout
Why are your express services so high?
When you use an Express turn around you are not paying for a faster delivery, but for your order to be made in a faster time frame. This requires our production team to work on your order in overtime to guarantee they leave the store in the stated time frames. The price also includes a Special Delivery price for a Next Day delivery service.
I placed my order on the wrong turn around and need it faster!
That is no problem, you can request for an upgrade by emailing us at email@example.com
The upgrade charge will be from £25.00
I placed my order on the wrong turn around time and want to cancel!
I am afraid we are not held responsible for orders that have been placed on the wrong turn around time that do not meet the dates they are required for.
All our items are custom made so after your 1 hour cooling off period we cannot cancel.
Can I collect my order?
Due to COVID Restrictions we are not offering our collection service until further notice.
I need to add an item to my order - how do I do this?
You can email us to add to your order, please note if production has already started on your original order a new time frame will start for the extra items. (i.e if 10-14 working days was selected your added items will be on a new 10-14 working days so will delay your original order by this time scale)
I have contacted you and not had a reply,Why?
Please allow up to 1 week for us to reply. We are closed from 3pm each day and shut over bank holidays and weekends. Ad admin fee will apply.
I have contacted you on facebook and not had a reply,Why?
Please allow up to 72 hours for us to reply. We are closed from 4pm each day and shut over bank holidays and weekends
Why do you not have a contact number to call?
As we are a small company (3 people) we all work on the machines so we cannot get to a phone and leave the machines. We did have a contact number but due to the amount of complaints we received for not being able to answer, we have since found emailing is best as we can reply to these during our lunch hours.