Returns, Damaged and Missing orders

Returns- Missing/ damaged goods

As all my products are sold via the internet, we follow the consumer regulations

All the information can be found here. 

https://www.gov.uk/accepting-returns-and-giving-refunds

As all my products are made to order, and are handcrafted, I am not obliged to refund you should you simply change your mind, this will be at my own discretion.
If I do agree to allow you to return your item, I not refund the initial postage fee, nor do I pay for the return, 
In this case, you have 14 days to return the item, from the date it was received.

If the item needs to be returned and it is my error, then I shall pay for the return costs.

If you simply changed your mind about an item, you will need to pay for the return postage. 

I do ask that all orders are checked within 3-4 days of receiving them and contact me with any issues as soon as possible. 

If you report a broken or missing item and it has been more than one week since your parcel was delivered to you, I am not obliged to replace this item

Should you wish to return an item please contact us via the contact form which you will find in our menus. 

BREAKAGES DURING TRANSIT: Unfortunately this can happen despite how well packaged and labelled your parcel is. 
If items do arrive damaged, please email us within 3-4 days of delivery with clear photos of the damage and the damaged packaging if applicable.
I will usually send a replacement without the need to return items, but this is discretionary, and we may request the items back before exchanging, depending on the value, level of damage and circumstances.

I will send you a returns label and once the items are back with us, we will send out the replacement items

MISSING PARCELS: On occasion, Royal Mail can lose items.

I do not immediately refund or replace an order that a customer has reported as missing.
I have tracking reference numbers for all the items I send, so I shall track this for you and give you this number and only once an item either comes back to us, or has been declared missing, by exceeding Royal Mail's 11 working day deadline, I will refund or replace an order.

I ask you to please contact your local sorting offices / depots with the reference number as they are likely to be able to locate and arrange it's delivery to you or contact me to look into it for you. 

In most cases, I shall offer a replacement order if the items are urgent , but this is at my discretion, and if possible due to my products all been made to order.

This is only if the tracking confirms that no delivery has taken place.
If we track an order, and it says that it has been delivered to you, this is to be taken as reliable from Royal Mail, as the parcels are scanned at the precise location, and we are provided with a GEOCODE (The unique co-ordinates) of the delivery location before posting, or being handed to the recipient.