FAQs
How long do orders take to process?
Please allow up to 14 working days for your order to be processed before shipping.
This timeframe is included in your order confirmation email and displayed on the website.
During particularly busy periods, especially around Christmas and shop updates, we always work as quickly as possible while staying within this timeframe. Everything is prepared by a very small studio team, and we want to make sure each order is packed carefully and arrives as it should.
Can I email for an update on my order?
If your order is still within the 14-working-day processing window, we unfortunately won’t be able to provide an additional update.
We’re a very small studio, and responding to individual order-status enquiries during the processing period takes time away from making and packing orders.
You’ll automatically receive a shipping confirmation and tracking details as soon as your order has been dispatched.
Why does processing take up to 14 working days?
Much of my work is handmade, hand-finished, quality-checked and packed in the studio.
Orders are also fulfilled broadly in the sequence they are placed.
Allowing this processing time means we can prepare everything carefully without rushing or compromising the quality of your order.
The piece I wanted is sold out. Will it be restocked?
Many of my pieces are produced in limited runs or editions.
If a limited-edition piece has sold out, it usually won’t be reproduced in exactly the same form. However, my work is constantly evolving, and I regularly release new pieces, variations and designs with a similar feel.
I also occasionally have artist proofs, samples or seconds available, so if you have fallen in love with a particular piece, you’re welcome to get in touch and ask whether there might be another version available.
You can also sign up for restock notifications directly from the sold-out product page to be the first to hear about any updates.
How should I contact you about my order?
Please use the contact form on my website and include your order number.
Please avoid contacting me via Instagram about order queries, as DMs can easily get missed and aren’t monitored as a customer-service inbox.
Using the contact form means your enquiry can be matched to your order and dealt with much more easily.
I forgot to use a discount or free-shipping code. Can you apply it afterwards?
Discounts, promotional codes and free-shipping offers must be entered correctly at checkout.
Unfortunately, once an order has been placed, we are unable to retrospectively apply a promotional code or refund the difference.
Promotions are customer-applied and often time-limited, so please check that your discount has been applied before completing payment.
I entered the wrong address or postcode. Can I change it?
If your order has not yet been dispatched, please contact us as soon as possible using the website contact form and include your order number and the correct address.
We will update it manually wherever possible.
Once an order has been dispatched, however, we may no longer be able to change the delivery address.
Where is my order?
Please remember that orders can take up to 14 working days to process before dispatch.
Once your order has shipped, you’ll receive a dispatch email containing your tracking information.
If the tracking shows an unusual delay or your parcel appears to be missing, please contact us through the website contact form with your order number so we can investigate.
Please note that a delayed parcel is not automatically considered lost. Where necessary, we will follow the relevant postal or courier service’s lost-parcel procedure.
Do you ship internationally?
Yes. We currently ship internationally to many destinations, excluding the EU.
Available shipping destinations will be shown at checkout.
How is my order packaged and sent?
Orders are carefully packaged to protect the work in transit.
UK orders are generally sent using Royal Mail Tracked 48, with international orders sent using an appropriate tracked international service.
Tracking information will be emailed to you once your order has been dispatched.
Will I have to pay customs or import charges?
Orders shipped outside the UK may be subject to customs duties, import taxes, handling fees or other charges when they arrive in the destination country.
These charges vary depending on the country and are the responsibility of the customer.
Unfortunately, we are unable to predict, control or cover customs or import charges, including unexpected charges applied by local authorities or delivery providers.
What happens if my parcel is lost?
If your parcel appears to have been lost in transit, we will open a claim with the relevant postal or courier service.
Claims can take up to 30 days for UK parcels and up to 90 days for international parcels to be investigated and resolved.
We are unable to issue a refund or replacement while a claim is still open.
Once the carrier has completed its investigation, we will review the outcome and arrange the appropriate next step.
Lost-parcel enquiries are handled on a case-by-case basis, taking into account tracking information, delivery circumstances and the outcome of the carrier’s investigation.
We understand that waiting for a missing parcel can be frustrating, but unfortunately we cannot speed up the carrier’s investigation process. We appreciate your patience while a claim is being resolved.
Do you take embossing or collage commissions?
Yes, depending on my availability.
Please get in touch using the commission or contact form on my website with as much information as possible about what you have in mind.
I’ll let you know whether the project is something I can take on, along with pricing and estimated timings.
Do you accept returns?
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible using the website contact form, including your order number and photographs where relevant.
For commissioned, personalised or made-to-order pieces, returns are not accepted for change of mind.
For other items, any applicable statutory consumer rights will still apply.