Shop Policies

We all have questions about our orders sometimes or just want to know more, so I’ve compiled this page to try and help you out.  If you have a burning question that isn’t answered here, please feel free to contact me.

Delivery Options

All UK orders are sent via First Class Royal Mail

Royal Mail are brilliant at what they do and I expect most orders to be delivered to Mainland UK within 2-3 days from dispatch.  Orders may arrive earlier or later than this and once it has left my workshop, is dependent on Royal Mail

Delivery may take longer during high traffic seasons i.e. Christmas or during Industrial Action.  Unfortunately this is out of my control, so please take this into account when ordering.

  • Orders up to £5: £0.85

  • Orders between £5 and £15: £1.50

  • Orders over £15: £3.00

Europe £4.50

Rest of the World: £8.00

When can I expect my order to arrive?

  • Most orders arrive within 3 working days, this does not include weekends and bank holidays.  During extremely busy times such as Christmas, it may take longer and during quieter times your order may arrive sooner.

  • I aim to dispatch orders within 1 working day, your order will definitely be on its way to you within 3 days during particularly busy times.

 

Cancel my Order

  • Please get in touch with me as soon as possible.  Stock items are usually perfectly fine to cancel but I won’t be able to cancel bespoke/ personalised orders.

  • Personalised items are exempt from the Consumer Contracts Regulations 2014.  If I have already started to make it, it is usually unlikely I can re-sell an item with a specific date, name or colour.

  • As a small business, I just do not have the space or resources to keep unwanted items in stock, just in case another customer in the future matches the criteria of your unwanted item.

Returns

  • Unfortunately, I cannot accept returns on personalised or bespoke items.  Unless the item is faulty or if I have made a mistake, I just cannot accept returns on these sorts of items

  • For non-personalised/bespoke items, I have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a return, you can contact me at hello@emberedgecreative.co.uk. If your return is accepted, you will be required to fund the return postage cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@emberedgecreative.co.uk

Damages and issues
Once you have received your item, inspect your order and contact me immediately if anything is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

What Payments do you accept?

  • I currently accept payment through Paypal, and also Wix Payments, giving you the choice for whichever method you’re most comfortable with.

  • I only accept payments in GBP, British Pounds Sterling (£), international orders will be converted through Paypal if you are using that payment option.

Wix Payments accepts payments from major credit cards:

  • Visa

  • Mastercard

  • Discover

  • AMEX

  • Diners

  • CUP

  • JCB

  • Maestro

 

How can I contact you?

My contact details can be found on my contact page.  If your enquiry isn’t urgent, please email and I will get back to you asap.  I try to be as prompt as possible, during especially busy times this may take up to 24 hours.