Out of office help

Between the 16th of August and 8th of September, I will be out of the country and unable to access my store to provide the full help that some customers might need. This page is intended to provide help for some of the more general problems, please also check out the FAQ for more information. 

I will begin work again on the 11th of September, replacements and new orders will be processed on this date and shipped as soon after as possible. 

Why has my order not been shipped yet?

If you have made an order after the 7th of August, you will have been notified at checkout that this order will not be processed until after I return. Orders made after this date will begin shipping out from the 15th of September.

My parcel has been shipped, but had not arrived yet

If your order has been sent with tracking, a tracking number will have been provided in your emails when the item shipped. If you are checking for an etsy order, you can also find the tracking number in your order history. (Please check your junk mail for the confirmation email if you have not received it)

To check the tracking manually:

• Copy the tracking number from your email,
• Go onto the shipping provider’s website (this will also be provided in the shipping confirmation email. Unless you have ordered 1-3 days delivery, the item will be posted with the Royal mail)

Royal mail tracking web-page

• Paste the tracking number in the box and click "track your delivery"
• This will take you to a page that gives you the details of your parcels progress.

What items are shipped with tracking? Larger items (such as heads, feet and completed products) are sent with tracking as standard, eyes will be sent internationally with tracking as standard (UK customers receive eyes untracked, 2nd class royal mail, unless special delivery is selected at checkout). All orders for painted buckram are posted without tracking unless the tracking option is selected at checkout.

Items shipped 1-3 days delivery will be shipped with a different provider depending on the country the item has been shipped to (it will usually be UPS, FEDEX, Parcelforce, or DPD), the courier used will be noted on your shipping confirmation email.

I have checked the tracking, but it hasnt updated

Sometimes, for international parcels, the royal mail website will only update the tracking up until they hand the parcel over to their partner service in your country.

So, you will also be able to check your tracking number on your countries public postal service website. You can either go there manually, or you can do it through the Royal mail website tracking, as there is usually an extra link on the tracking page that says "Continue tracking". This will take you to the website of your public postal service and automatically track your parcel through their system too. 

If you have checked all tracking pages, and there is still no more information, please contact the postal service provider directly, they will be able to give you more information, help you get your parcel, or find a resolution.

Royal mail help center

To file a claim, please click this link

My item arrived Dammaged

If your item has arrived damaged, please take photographic evidence of the outside of the parcel, as well as the contents. Take a note of the items damage, and if the item will be able to be repaired, or just need replacing entirely.

You can open a claim with the royal mail directly

To file a claim, please click this link

An item was missing from my parcel

If an item was missing from your parcel, please note the condition of the outside box, if the parcel may have been opened by customs, or if a hole in the box, from mishandling may have been big enough for the missing item to fall out.

If the item is missing due to a mistake on my part (no damage, or sign of being resealed by customs) then I sincerely apologise for my mistake, and I will process either a refund or a replacement for the missing item as soon as I can on my return.

I would like a replacement for my item

If your item is lost or damaged, and you would prefer a replacement, I can begin processing this after I return. 

If you are requesting a replacement, please do not make a claim with the Royal mail. In order to cover the cost of sending out a replacement, I will need to claim compensation for the parcel, and I will not be able to do that if a claim has already been made.