Returns & exchanges
I gladly accept returns, exchanges and cancellations
Contact me within: 14 days of delivery
Dispatch items back within: 30 days of delivery
Request a cancellation within: 24 hours of purchase
The following items can’t be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:
- Custom or personalised orders
Returns and exchange details
I want all buyers to be happy with their purchase, if there is an issue then please let me know straight away so that I can try to resolve it for you.
I do not accept returns for personalised work unless the item has been damaged in transit. This is highly unlikely as your item will be well packed for its journey.
If you should receive a damaged item please contact me within 14 days with photos of the item and retain all packaging. Where possible I will remake the item providing the original is returned to me within 30 days.
I take pride in everything that I make and I want your item to be something that you fall in love with. If you should have any issue, please contact me as soon as possible so that we can resolve it. Please note that as all of my colours are hand mixed in small batches it is likely that there will be some shade differences in items purchased at different times.
If you have changed your mind and would like to return an item then please let me know within 14 days (EU) or 7 days (outside EU). Return postage is the buyers responsibility and it is recommended that you use a tracked/signed for service. If you do decide to return an item then please let me know before you post it back to me so that I know to expect it.
If your item is lost in the post then I will offer a refund or replacement. Please note that items are not considered lost by Royal Mail in the UK until after 15 working days from posting.
For overseas parcels, Royal Mail will not consider a parcel lost until after 32 working days have passed but for some countries it could take over 4 weeks for international delivery. In some countries you may have to sign a declaration from the shipping company to confirm you have not received your item.
Privacy Policy
I will only use your shipping and billing address, and contact information
* To communicate with you about your order
* To fulfill your order
* For legal reasons (paying taxes)
This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services.
This Privacy Policy does not apply to the practices of third parties that I do not own or control.
1. Personal information I collect
To fulfil your order, you must provide me with certain information, such as your name, email address, postal address, payment information, and the details of the product that you are ordering. You may also choose to provide me with additional personal information (for a custom order plaque), if you contact me directly.
2. The Legal Base for Information Collection
The General Data Protection Regulations (May 2018) (EU) (known as GDPR 2018 throughout the rest of this Policy) requires that I explain the legal bases I rely on to collect, use, and share your personal information. This may include a buyer’s affirmative consent to receive marketing messages, compliance with legal obligations, and a seller’s use of the personal information in their legitimate interests (improving their services, for example). Throughout this privacy policy, I will explain where and why I rely on these different legal bases
Why I Need Your Information and How I Use It
• as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
• when you have provided your affirmative consent, which you may revoke at any time
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by UK tax law; and
• as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as providing and improving my services.
3. The third parties with whom I may share personal information
The GDPR (2018) requires that I disclose the details of any personal information I share with third parties.
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies- for example the Royal Mail or UPS. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
4. The length of time I keep personal information
The GDPR (2018) requires me to disclose the period of time during which I will store personal information.
Data Retention
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period – 7 years as this is required of me by the UK’s Her Majesty’s Customs and Revenue Service (HMRC)
5. If transferring personal information outside of Europe, how the transfer will be handled
GDPR (2018) requires me to disclose if you transfer personal information outside of the EU and the legal bases you rely on to do so, such as consent and contractual necessity.
The only circumstance in which I would transfer personal information out of the European Union would be for delivery purposes through trustworthy services such as the Royal Mail or UPS or similar postal services.
6. Buyers’ rights regarding my use of your personal information and my contact details
Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
• Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Apart from exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
• Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
• Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
Questions about your order?
Please contact me if you have any problems with your order.
Delivery policies
Shipping costs include all packaging.
Please ensure that the address you give is correct. I will only go by the address that comes up on my order system. If you require your item to be sent to a different address please contact me in advance.
Ready made items will normally be posted 1-3 days after payment has cleared. For custom orders, I will give you a time scale, normally 2-4 weeks from payment but it can be up to 6 weeks if your order is very large or complex.
I post via Royal Mail 1st Class, if you require a different method of posting (for example tracked or signed for mail), please discuss this with me before ordering.
International orders go via Royal Mail Air Mail and you can expect them to arrive in roughly 3-18 days depending on your home country. Please note that during busy times international post can take as long as 4-5 weeks.
I will always obtain proof of postage which I am happy to show you if required.
Should you give the wrong address and your package be returned to me, it will be your responsibility to pay postage to have it re-delivered to the correct address. This also applies to packages not collected which are returned to me.
Please note that you are responsible for any customs charges levied.
Additional policies
Decorations are made using polymer clay, some fingerprints will be visible on the items. These are intended to be there and add to the hand made feel of the items.
Please note that my creations are meant to be worn/hung with pride but are not suitable for children and should be kept away from little hands.