New Year Order FAQ's
Important information and FAQ's regarding post 2020 holiday & New Year 2021 orders.
I've been on a short break, much needed after having worked really hard up to Christmas 'Eve last year. I only returned to my studio as normal from 11/01/2021. Many of the emails or messages I receive this time of year are generally from overlooked information that was made readily available prior to ordering.
I have published this info below to assist with general enquiries for customers seeking updates. Being a solo-run studio, I'm not geared to provide multiple order staging updates, but you do receive an auto-confirmation at the time of ordering, unless you have made a typo in your email or it has by default gone to your junk/spam folder, followed by another email once the order is packed/booked for delivery with a tracking number :-)
Please be aware orders can not be cancelled once you have placed them online. If you are unsure, kindly ask any questions prior to ordering.
ORDERS PLACED AFTER NOVEMBER 15th 2020
Any orders placed after November 15th 2020, were affected by the pre-holiday cut-off deadline. Those orders have priority right now and are being processed & would be close to being completed for shipment. Thanks so much for your understanding and patience.
ORDERS PLACED DURING THE PROMO AFTER DECEMBER 23rd 2020
Your order has been secured and should have been confirmed automatically. Refer to the 'Order Confirmations' information below if you need clarification. Any orders placed from 23/12/2020 - 11/01/2021 have been collected from the system after my end of year break. This means your order will begin processing from the 11/01/2021. If I can request your understanding and patience while I'm busy arranging any stock orders to be packed & scheduling the production of any made-to-order items. If you are unsure, I list with every item a disclosure to inform it's a made to order product, generally allow 3 weeks for production.
A lot of customers contact me regarding order confirmations. The system will automatically generate an email for your order confirmation. If you didn't receive it, kindly check your junk/spam mail (as your email provider may think it's spam), or the other common reason is customers providing email addresses with typos. Double check everything when you are placing an order, including the address for accuracy as this is where your order will ship to. If it's wrong, I can't be held responsible for parcel loss or re-delivery charges if the package is returned to me.
WAITING ON AN ORDER DELIVERY:
Typically, stock is packed within a couple of days, but due to an overwhelming number of orders right now, allow around 7-10 working days for orders to be dispatched depending on the product/s. (You can contact me prior to placing an order if you have any questions to avoid disappointment).
Please be assured, I'm working as quickly as possible since returning back from a short break. I kindly ask for you to be patient as I'm focusing all my time on hand creating and packing orders as I do absolutely everything myself.
So you are aware, I do not monitor or provide order updates via social media, that includes Instagram DM's or Facebook Inbox. I'm a solo operated small art studio, when customers exhaust multiple platforms for communication it's extremely difficult to manage conversations. I won't be able to answer any social media messages at this time, sorry.
If you need an update, please send one email, as multiple emails will push your inquiry to the end of the list and overloads my inbox. Kindly note that once your order has been packed, it will then be booked for delivery - you will get an email update letting you know it's been packed & ready for delivery along with a tracking number.
In some circumstances, if you receive tracking information, it's because the label has been issued, but that doesn't mean it's out for delivery just yet. I attempt to get to the post office most days with orders, and have daily studio collections with major courier partners. Tracking updates will organically start showing up once it's in the network for delivery.
Make sure you monitor the tracking. Unless you requested an ATL (Authority To Leave), most of my parcels are sent with a signature on receipt, which means it normally isn't left without being signed for by the customer. It's 100% the customers's responsibility to track their parcel and watch for delivery attempts. If your parcel is returned to me because of an incorrect address or you have not met your responsibilities in accepting a delivery, you will be responsible for any re-delivery charges. If you are looking for the tracking number, you can find that on your order update page and opt-in for any available notification services too, like email or SMS. If you are not able to sign for the parcel, but would like it left at your property, a simple note left visible clearly at your door for the driver stating you are happy for it to be left with your name, phone and signature will usually be accepted. This option however, is entirely at the receiving customers risk.
CHANGE OF MIND POLICY
Kindly understand that if you make a wrong selection or change your mind once you order, in most circumstances a refund will not be offered. You can however select a store credit or a product exchange (any postage fees are the customer's responsibility). Any differences in value will need to be paid prior to any new orders being shipped out.
Any made to order products can not be returned for a refund or exchange, please select carefully and always ask any questions you have first before ordering.
Have a question? - You can contact me via the CONTACT PAGE here.