Ordering / delivery

Placing an order

My studio is based in the United Kingdom and ship worldwide
Payment is made via Paypal, all major credit cards accepted
Product price does not include delivery charge
Each item is made to order and will be dispatched 10 working days after purchase

Delivery Times

Once dispatched delivery times are;

Domestic (United Kingdom)

Once dispatched delivery time to a UK address is 1 to 3 business days. Business days are Monday to Friday and exclude weekends, holidays.

International

Once dispatched delivery time to the rest of the world is 10 business days. The price of a product does not include your country Custom Charge on entry to your country. Business days are Monday to Friday and exclude weekends, holidays.

Arrival Times

Remember to figure in 'processing time' above in addition to the delivery time' to estimate arrival date. Delivery aims are provided by UK Royal Mail and although most package do arrive within the time frame quoted this is not a guarantee your package will arrive by specific date. If you have any concerns about the whereabouts of your package please contact your local post office in the first instance. They can provide up to date information and guidance, for example how to re- arrange delivery if you are out on the first delivery attempt. In addition you are welcome to contact me for advice and I will be happy to help.

Delays / Damage / Lost Packages

Issues are extremely rare but if you have any concerns please read the information below for advice. For your assurance, any concerns regarding delay, damage or loss will be personally followed up until the issue is resolved.

Delays

I use a reliable, tracked and insured postal service for both domestic and international packages. Most packages do arrive within the delivery aims quoted but an actual arrival date is not guaranteed. Please be aware once in the postal system delays can occur due to the postal services, customs, weather, Bank Holidays and world events out of my control. Postage costs are not refunded for packages arriving later than the delivery aims quoted, unless the package is deemed lost. If you have any concerns about the whereabouts of your package please contact your local post office in the first instance, they can provide up to date tracking information and advice, for example how to re- arrange delivery if you are out on the first delivery attempt. In addition you are welcome to contact me for advice and I will be happy to help.

Damage in transit

Contents are insured for damage in transit, please contact me within 3 days of your order arriving and keep all packaging as photographic evidence is required by the insurance services to initiate a claim.

Lost Packages

Before a claim can be submitted Royal Mail quote the following wait times, these are in addition to the delivery aims.

For a UK address - 10 working days (total wait time 13 working days)
For an International address - 25 working days (total wait time 35 working days)

Returns

I hope you will be delighted with your order, however if you have any issues please email me within 14 days of arrival with your order number and I would be happy to help. Colour variations, crinkling, creasing or fraying are not faults, please check item photos and descriptions for full details and the care card included inside your package.

Return guidelines

Request to return must be made within 14 days of item arrival and received back within 14 days thereafter.
Packages must not be returned without prior agreement
Once approved for return item must be returned in its original packaging/box
Returns must be made using a tracked service
Buyer to pay return postage costs
Original postage costs are non-refundable
Once your item arrives back at the studio and is inspected a refund will be issued to the original buyer and method of payment.

Non-Returnable

Custom orders and personalised items are non-returnable. Personalized items include items with engraved hearts.

Exchanges

It may be possible to exchange your item, terms and conditions apply, please contact me to discuss options. Excludes custom and personalised orders

Duties / Taxes / Customs

Buyer is responsible for any custom fees, duties and taxes upon entry to your country. Please note, custom fees are imposed by your country and are outside of my control.

FAQ

Q. Where are you based?

I am based in the United Kingdom

Q. Do you ship to my country?

Yes, simply choose your country when selecting shipping options

Q. I have a question how can I contact you?

You can email me at cottonbird@gmail.com or by using the contact form

Q. Can I include a gift message?

Yes! Please use the message box provided before completing your transaction. Your message will be printed onto a small white card and included inside your package.

Q. Are packages tracked, insured?

Yes, every package has its own unique tracking number provided to you once your package has been dispatched. Shipping prices include insurance, please see delivery page for full details.

Q. I have placed an order, when will it arrive?

To calculate an approximate arrival date please add processing to delivery times for your country. you can find full details on the ordering and delivery page or you are welcome to contact me for advice.