Policy

 

Terms & Conditions – Order Processing, Shipping & Returns

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1. Family-Run Business
   We are a small, family-run business. All orders are processed by our team with care and attention.

2. Processing Times

   • Standard orders are processed within up to 14 working days.

   • Personalised orders are processed within up to 21 working days.

3. Variations in Processing Times

   • Processing times may vary depending on the volume of orders received.

   • During busy periods, times may extend beyond the stated estimates.

   • In quieter periods, processing may be quicker than estimated.

4. Limitations
   As a small team, we do not have the same staffing capacity as larger companies. While we strive to meet the stated times, delays can occasionally occur.

5. Shipping

   • Customers are responsible for checking which courier service they select at checkout, as each courier offers different delivery times.

   • Delivery times quoted by couriers do not include our processing timeframe.

   • We offer a low-cost shipping option, however, please note:

     • This service does not include insurance (we cannot be held liable for lost or misplaced parcels).

     • This service does not include tracking.

   • For added security, we recommend choosing a tracked and insured service.

6. Returns & Refunds

   • Personalised or custom-made items are non-refundable and cannot be returned unless faulty or damaged upon arrival.

   • Non-personalised items may be returned within 3 days of receipt, provided they are unused, in their original condition, and in original packaging.

   • Customers are responsible for the cost of return postage unless the item is faulty or incorrect.

   • Refunds will only be processed once the returned item has been received and inspected.

   • We recommend using a tracked postage service for returns, as we cannot be held responsible for lost return parcels.

7. Customer Acknowledgement
   By placing an order, customers acknowledge and accept that processing, shipping, and returns policies are subject to these Terms & Conditions.

8. Gratitude
   We sincerely thank all customers for their patience and support. Every order placed directly supports our family business, and this means a great deal to us.