Customer Care

Our Guarantee

Our products are extremely well made, and quality issues are rare. In the unlikely event that a product purchased from us proves defective (under normal usage), we will replace it.

Our Policies

Order Cancellation Policy

As our products are made to order, you have the right to cancel your order within 2 days of our confirmation to you of your order. Your decision to cancel your order must be made to us in writing, by email. We will send you by email, written confirmation that we have cancelled your order 5 working days from our receipt of your cancellation request. All cancellations made after the 2 days of order confirmation will be subject to a surcharge of 50% of the value of the item. 

 

Returns Policy

Returns can only be made with prior agreement from us and must adhere to the conditions below*.

We only accept returns where it is proven that we have made and sent you a faulty creation; made to order creations which have been delivered cannot be returned or refunded. We shall have no liability by way of compensation other than the refund we make under these conditions. This does not affect your statutory rights.

We are not obliged to, and will not receive any returns you deem to be unsuitable, damaged not due to any design or production fault on our part. To this end please ensure that the product you are ordering is what you want prior to placing your order. 

*Please note where it is agreed that a creation is to be returned it must be  be returned in pristine condition in its original packaging. 

Shipping

UK Delivery

We use Royal Mail Special Delivery Guaranteed by 1pm for all our deliveries since this is deemed the most suitable to send valuable items. When your order is complete and ready for dispatch we will contact you to arrange and confirm the delivery.  Occasionally due to circumstances beyond our control, delivery on the appointed date may be delayed. If this happens we will keep you informed, we cannot however accept liability for any loss or inconvenience that may result from the delay. 

International Delivery

We can deliver to most countries internationally*, but will require a full address and contact details and then we will ensure that we have an agreed courier with a respectable track record of safe delivery of items. 

*Please be aware that you will be responsible for import duties and taxes that may be incurred.