Terms of service

Dispatch times

Please allow up to 5 working days for all orders to be dispatched. Each item is handmade and not ‘mass produced’ we work as quickly as we can. If you need your item sooner than the time advised, please advise us of this and we will try our hardest to work with you to achieve this. Please keep an eye on your email as if there are any problems with your order i will contact you ASAP. Common problems are personalisations that are too many characters or scrabble frames that have too many tiles, please ensure to read all descriptions thoroughly to prevent any problems as these may delay the dispatch of your order.

We do get busier during certain periods. If you are wishing to order Personalised or custom orders please do so allowing plenty of time during busy periods such as Christmas. If you have not received your order after 7 days after receiving your dispatch email please contact us so we can resolve it for you. Royal Mail do not class mail as lost until 15 working days so on occasion we may wait until that time has passed before replacing your order.

Safety

Some of our products are glass or contain glass parts. Please take care when opening parcels and ensure that when they are hung you use the appropriate fixtures and fittings for the size/weight and surface you are hanging this on. Please check routinely for signs of wear and tear to any items.

Returns

If you are unhappy for any reason please contact us so we can resolve this for you. If you would like a refund please contact us and we can arrange for you to send them back to us. Please note that we do not offer refunds for custom/personalised orders. If you change your mind we are happy to refund you on non personalised orders.

Please proof read your personalised orders before placing them, we cannot be held responsible for anything misspelt by you after making the order. If you notice a mistake please contact us as soon as you realise.

Damaged goods

We package our orders very carefully however sometimes parcels can get damaged in transit. If this happens please contact us within 14 days so we can offer a replacement to you. Photographs of both the item and packaging will be required. These can be sent to charmedmemories87@yahoo.co.uk.

FAQ

Q. This is a gift, will you include the price in the package?

A. I try to be environmentally responsible so to save paper I will not include a printed invoice (I find that these are often not necessary as are sent electronically), I also find that a lot of orders are purchased for others and sent directly to the recipient, however please do let me know if you would like me to include yours.

Q. Will my stamped item look 'Perfect'?

A. The feathers are handstamped by me, each letter/number is individually stamped by hand. Whilst I am very very good at handstamping (lots of examples can be seen in my items in my shop) the beauty of handstamping is that it is not exactly 'uniform' and this just adds to the uniqueness of your item. I take my time over each piece to ensure its quality and would absolutely not send an item that i would not be happy to receive myself.