How can I place an order?
It's very simple place an order with us.
Click on SHOP in the menu above this page and you'll be into our shop.
Choose your items and click on ADD TO CART for each item.
In this way all items will be inside your cart.
When you have finished your shopping, click on the CART in the upper right, check your shopping and proceed with the secure CHECKOUT with PayPal or Credit Card.
Please, insert the note of the order if you want tell us something to important about your order, shipping, payment and other.
For any type of customizations about the items, please contact us BEFORE the purchase, we'll tell you how you can proceed with it ( it's not possible customize the items AFTER the purchase ).
When you place an order, you'll receive a summary email.
For any informations contact us on our email address or in chat on our site ( bottom right ).
How can I pay my order?
You can choose to pay with:
- credit/debit card ( visa, mastercard, maestro, postepay, discover, aura, american express )
- installments payment
( NOW available at checkout )
When the items are inside the cart, open the cart and choose CHECKOUT if you want to pay with credit/debit card, otherwise choose PAYPAL to pay with paypal.
If you wish to pay in installments, you MUST choose LuyBuy at the checkout.
ATTENTION: if you choose to puy in installments you are bond to pay the full amount until the end, you can't decide to miss a payment or you'll be charged by the bank interests and late fees ( WE DON'T HAVE CONTROL OVER THIS since the payment is managed by a third party, so it's up to you to fullfil your obligations ). If you choose this payment method, there are no fees for you, no interests, you'll pay the same amount you'll see inside your cart before the purchase BUT if you miss your payments, fees will apply.
We can't accept cash, bank transfer or cheque.
What kind of shipment do you use for my order?
We send the items always with tracking shipment, with proof of postage and sometimes with proof of delivery.
After the item has been shipped, you'll receive an email with the tracking code and how to track it.
We always use a courier for you order ( Parcelforce, UPS, DPD, Fedex ) and for small items sometimes we use RoyalMail.
The cost of the shipping is FREE for order above £30, under £30 you'll be charged with shipping, you'll see the cost of the shipping inside the cart after you finished your shopping.
How can I check the status of my shipment?
To track parcel shipped with Parcelforce ( example of tracking code: KF136985236GB ): https://www.parcelforce.com/track-trace
To track parcel shipped with UPS ( example of tracking code: 1Z61E56R6892632272 ): https://www.ups.com/us/en/services/tracking/information.page
To track parcel shipped with DPD ( example of tracking code: 15503671069525Q ): https://www.dpd.com/tracking
To track the parcel with Royal Mail ( example of tracking code: KF136985236GB ): https://www.royalmail.com/track-your-item
Please remember that the tracking code number could be different once the parcel arrives in the delivery country. Please contact us for any further informations, we will look into this with the courier for you.
How much time do you need to send my order?
All our items are made to order and totally handmade, so they need time to be made.
To check the production time for each item please see inside the listing. Usually we need 3-5 days to ship the items READY ( they don't need to be made ) and from 1-2 to 6-8 weeks for custom items.
Please remember that as our items are totally handmade, they need time to be made. We will try of course to send every order on time following the timing specified inside the listing, but sometimes we need an additional time to finish our items, expecially during holidays ( Christmas, Summer etc ) or busy periods. We are sorry about this, but in order to have an high quality item, we need time to make it for you.
If you need an item for a specific date, please contact us before the purchase and we'll let you know if we will be able to send it on time or not. If you don't contact us before the purchase to arrange an exact delivery date, we will not be able to avoid delays and satisfy your request. Thank you for your understanding.
How long does the shipment take to be delivered?
ESTIMATED DELIVERY TIMES
● EU: 3-7 business days
●USA / Canada / Australia / New Zealand / Japan / Singapore: 7-15 business days
●Other countries: may take up to 2-3 weeks PLUS customs delays ( we don't have control of that )
For the time of creation of item(s), please look on item(s) description.
What happen if my parcel has been lost/damage?
IF YOUR PARCEL HAS BEEN LOST OR DAMAGE don't worry, we are here to help you.
Since our parcels are insured, if a parcel is lost or delivered damaged, we need you to collaborate with us in order for us to submit a claim with the courier in order to receive compensation.
REMEMBER: to send a claim we need from you
- photos of original packaging ( don't bin it )
- photos of items damaged
If for any reason you can't provide what asked above and we are not able to submit a claim with the courier for this reason, we can't refund any shipping cost to you ( return shipment included even in the case the parcel is damaged ), so please retain any damaged items/parts and the original packaging until further notice.
PLEASE remind that if the parcel come back to us for WRONG address or for NOT COLLECTED item from the post office, to have the item back again YOU NEED TO PAY an extra shipment cost, otherwise we will not be able to process your order again. In this case the order is not refundable and you can't cancel it in any way, expecially on made to order items or customized items.
Claims to be finalized can take up to 30 days, so be patience, once the item is received back, a refund for the cost of the item will be processed in 7 days, refund of shipping or return shipping cost will be made after the claim is closed.
Can I customize my order/items?
Yes of course, all our items can be customized.
You can choose the customizations direct inside the listing ( like colours, sizes etc ), otherwise you can contact us before the purchase to ask us to make the item as you wish. Click on contact button to get in touch with us.
Can I cancel my order?
As specified in the Rules of Distance sale, we can not offer refunds or returns for the following items:
- All custom objects or made to order.
You can not cancel the order after making the payment, if the realization of the item has already begun. Once we start the job or started providing a service, the customer is contractually obliged to honor their part of the contract. You can cancel the order within 24 hours after the purchase but there will be a cancellation fee if you decide to cancel the order. The cancellation fee is about 10% of the amount you paid and it will be deducted from your refund. After this time is not possible to cancel the order.
How can I apply a coupon code?
During the checkout, you can apply our coupon codes to apply our offers.
Open your cart, above the subtotal you can find a button: APPLY COUPON, click on it and add the coupon code. REMEMBER paste the coupon code as you can see it onr our offers section, otherwise the code will not be applied.
How can I find an item into the shop?
You can find our items directly inside our shop. Put the mouse on SHOP button and wait to open the subcategories and choose the category on you are interested for. Then, surf into our items and choose one or more of them to buy.
Otherwise you can use our search engine to find what do you need. You can find it on the homepage top left.
WHAT INFORMATIONS WILL BE COLLECT
In order to fulfill your order we will need:
- name and surname
- email address
- phone number
HOW THESE INFORMATIONS WILL BE USED
The informations above will be used in order to fulfill your order and they will be treated with respect and security. No one of your informations will be pass at third persons or any other type of business. Your informations will be pass ONLY to the courier to deliver your package.
We are not responsible for any informations kept by third parties
NO informations will be transfers Outside the EU
WHEN YOUR PERSONAL INFORMATIONS WILL BE USED
- as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
- when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
- if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law
HOW LONG WE WILL KEEP YOUR INFORMATIONS
We will keeop your personal information only for as long as necessary to provide the service.
To modify the consent about how, when and if we can keep or use your informations, you can contact us anytime to discuss it.
email@example.com or visit our contact page to find more contact info.
In line with online distance selling regulations, customized/personalized orders are not available for refund due to the personal nature of the goods. This applies to all items customized with your customizations.
In the instance of an order arriving damaged, please read the policy "what happen is my parcel has been lost/damaged"
If your order has arrived incorrect, please contact us a soon as possible once you get the order. Send to us picture(s) to proof the error we made and we will arrange a redelivery/refund/return for you at no additional cost.
E U R E G U L A T I O N S
(applicable to all items NOT customized)
You have 7 days to return the item once you received. If you simply don't want the item anymore, you can return it with a tracking and insured shipment ( you need to provide to us proof of postage and tracking code/informations ) and the return shipment is up to you to pay.
Once we received the item in PERFECT CONDITION, unused and fit for reselling, we will send you a refund minus the shipment cost paid for the first shipment.
Import/export taxes, surcharges
From January 1st 2021 the UK has left the EU and it became a third country, for this reason from now on ANY parcel sent FROM UK TO EUROPE and the rest of the world WILL HAVE customs fees, import fees, VAT etc to be paid by the buyer ( YOU ).
When your order will arrive into your country, the Customs will require you to pay the import taxes on that parcel. It's impossible to us to quantify the taxes you are going to pay because every coutry has theirs taxes so... before to make an order from us, please check your country Customs website to calculate how much taxes you'll pay. If you need help, please feel free to contact us and we'll be happy to help you if possible.
In any case, now and in future, you as a customer have the responsability to pay any taxes required from the Customs. The Customs or the courier will contact you when the parcel will arrive in your country, the fees must be paid in advance to the courier and then the parcel will be delivered. Failing in doing so, the parcel will be sent back... please read below about surcharges.
In case you decide to return the parcel for any reason, we are not liable to refund any customs fees or vat charges, if you wish to have a refund for customs fees paid upon return of the item, you must contact customs to see if anything can be done.
In some cases like parcels returned to us for undeliverable reasons, wrong address, not collected parcel etc, the courier has a surcharge to pay. This surcharge needs to be paid by you. To avoid this please check the tracking code we will send you at the moment of the shipment notification, it's your job to check the status of the shipment, so please be sure to check it every day and take action as soon as it is required.
If a parcel come back to us for one of above reasons, and you still want the parcel, you have to pay a second shipment to have the parcel resent to you. If you don't want to pay the second shipment and the item(s) you ordered is not personalized, we can issue a refund for you but you'll receive only a partial refund, you'll receive only the cost of the item back minus the initial postage cost minus every possible surcharges applied from the courier. So please to avoid any problem and to pay any surcharges the only thing you need to do is to check every day the tracking code and the shipment. For any issue and questions, contact us.
How much the shipment will cost?
The cost of your shipment is FREE on items that cost MORE than £30, it is now and always it will be, doesn't matter where you live, if in UK, America or New Zealand, it always be FREE. A small curcharge will be applied for items that cost LESS than £30.