Frequently Asked Questions
Orders
I have not received my order, what do I do?
If your order hasn't arrived, please check the Evri Parcel Tracking page to see if it provides more details of where your order is. Sometimes they may have tried to deliver when no-one is at home and left it in a safe place.
If the tracking site does not provide any help please feel free to get in contact with me and I'll do my best to sort things out
An item arrived damaged, what should I do?
Sometimes things do get damaged in transit but not to worry. Just get in contact letting me know what the issue is and I'll do my best to sort things out.
There is a mistake with the personalisation on my order, what do I do?
Well it all depends on who made the error. If it was an error on my side then just get in contact and I will sort the issue out.
If the error was not mine then I am sorry to say that there is no way to undo a personalisation once it has been placed on a product.
Shipping & Tracking
How do you ship?
You will have the option of selecting Standard shipping with your order which will take between 2-4 working days to arrive.
Alternatively you can have your order expedited quicker and select Express delivery which usually takes between 1-3 working days. Please note that both of these services are not guaranteed so could take longer than the timeframe specified.
You should also bear in mind that all items are made to order which is 3 working days, so this should be factored into the equation of when you order will be delivered.
For example, personalised candles take 3 days to make and if you add 2-3 for delivery on top then you should estimate receiving your order within 5 days of placing it, not including weekends.
Can I request my order be left in a safe place?
Yes! When you receive the email from the courier stating when your order is due for delivery you can select to specify that your order be left in a safe location, neighbour's address, or parcel locker/shop.
The courier says my parcel has been delivered but I wasn't at home at the time?
Then it might be time for playing hide and seek, because if a customer is not present for delivery, carriers may leave parcels in what they deem as a safe location.
Obviously different people have different ideas on where it's safe to hide something, so a bit of foraging may be required.
If you still have no joy then visit the evri tracking website and enter your tracking number as the couriers take photographs of the parcels they leave which may give you a clue to its location. Good hunting.
Returns
How do I return my order?
If you are unhappy with your order in any way then please get in touch and I will do our very best to remedy the situation for you.
Basically, if there is an error on your order that was my fault then I will either provide a replacement or offer a full refund.
If the error was not of my doing then things are a little tricker but get in contact anyway and I'll see if I can be of help.
What happens when an order is returned undelivered?
If an order is returned to me undelivered I will inform you of this and request if you would like it to be re-despatched.
Items that are re-despatched are subject to a £2.99 fee for repacking and re-delivery.