Here are our most common questions and their answers:
Where is my order?
If you opted for FREE shipping, we have no way of knowing where in the postal system your order is. If you opted for tracked, please check your tracking number from the shipping confirmation via the Royal Mail website. Only Express shipping is tracked at every step. Signed for shipping is tracked when it enters the postal system and when a delivery is attempted. Please check the SHIPPING page for full details.
When will my order arrive?
Free and signed for shipping takes up to 20 working days to arrive. It will arrive sometime within this window but we do not have a way of predicting when Royal Mail will attempt the delivery.
I ordered Express shipping but still waiting for my order?
Postage is not the same as manufacture time. Postage chosen does not affect manufacturing time. Please check your dispatch estimate for the item on the listing page. When your item is made it will be dispatched by the shipping method you've chosen. Items kept in stock are usually dispatched in 1-2 business days. Dispatch estimate may be affected during busy times of year or sales.
You can find more on shipping estimates on our shipping page located in the footer menu of the website. Thank you again for your patience and support.
Opening hours (UK Time)
Monday 12:00 - 18:00
Tuesday 12:00 - 15:00
Wednesday 12:00 - 17:00
Thursday 12:00 - 16:00
Friday 12:00 - 17:00
Saturday Closed
Sunday Closed
We do our best to reply as soon as possible whenever possible, but please note that E-mail inquiries can take up to 2 weeks due to working around my newborn in the workshop. We are not able to reply to e-mails over the weekend or out of office hours, we don't take the work PCs with us out of the office and for GDPR purposes we do not install the software for communications on personal devices.
Remember to contact us using the form or suggested methods. Replies to automated newsletters are not received. They are one-way messages only so to contact us please e-mail directly or use the form, do not reply to automated e-mails. (I.e. order follow up emails etc)
All messages are replied to as soon as we can and we appreciate your patience.
Stay safe and thank you for supporting us!
Many thanks,
Andreea & Steve (& since August, our little Freya too!)
WE'RE HERE TO HELP AND HAPPY TO HELP
BUT PLEASE NOTE OUR POLICY IS THAT
CUSTOMER SERVICE WILL DEPEND ON CUSTOMERS' ATTITUDE.
We're all stressed and working under difficult circumstances, but we all have a right to be treated well and in kind and not to be abused. We appreciate you treating us as you'd like to be treated in turn. We'll do our best to help if something's gone wrong but please note continued rude or abusive customer behaviour will lead to being banned from future purchases... basically don't be a d**k 😀 we're here to help.
