DELIVERY

DO YOU SHIP WORLDWIDE?

I ship all over the world! Delivery charges are automatically calculated at checkout based on destination!

Please note international delivery times vary depending on location and may incur import costs if outside the EU.

HOW MUCH DOES SHIPPING COST?

Shipping within the UK is free of charge. The cost of shipping worldwide is calculated based on destination, you can find this out at the checkout.

MY ORDER HAS NOT ARRIVED WHAT DO I DO?

  • Orders to UK locations should arrive within 2-5 days of dispatch.

  • Orders to EU destinations usually take around 7-10 days.

  • Orders to the US/Canada/Rest of World usually take around 14-21 days.

Occasionally there can be unexpected delays during transit, which are beyond our control.

Please allow up to 21 days after dispatch before contacting me about missing orders. After which I will be more than happy to locate your missing parcel.

Firstly, please refer to your order confirmation email & check that the address you provided us with was complete & correct.

If you order has not arrived please email me, quoting your order number and we can go from there.

WHEN WILL I KNOW WHEN MY ORDER HAS BEEN DISPATCHED?

Once you place your order you will receive a confirmation email to let you know that we've received it. I will then send you another email to let you know your delivery is on the way as soon as it's been posted!

CAN I COLLECT MY ORDER?

Yes! You can collect your order from my studio at The Hotwalls. Add code LOCALPICKUP at check out, I will contact you to arrange the best time for collection.

RETURNS

A request for a return must be made within 14 working days of receiving an order or once the first attempt at delivery has been made. Authorised returns must be received within 14 days to remain valid for a refund.

To be eligible for a return, the item{s} must be unused and in its original packaging. Items that do not meet this criteria, the time limit, or are non-returnable, will be declined.

Buyers are responsible for return postage costs and are advised to return items via a tracked method; lost returns cannot be refunded.


NON-RETURNABLE ITEMS


Certain items are non-returnable, these include:
· Sale or Seconds
· Personalised or customised items
· Promotional items are also non-returnable.


HOW TO RETURN AN ITEM


To request a return you must first contact me. Any items returned without contacting the shop first may be exempt from receiving a refund. Once you have received a confirmation email, please return your order to:

Emma Nicol, Studio 3, The Hotwalls Studio, Point Battery & Barracks, Broad Street, PO1 2FS


RECEIVING A REFUND


Once your return has been received and checked, an email will be sent to inform you of whether a refund has been approved or rejected. If approved, credit will be applied to your original method of payment within 14 working days.


RECEIVING AN EXCHANGE


If you requested to exchange an item for one of the same value, your new order will be dispatched as soon as your return has been received, inspected, and postage costs paid. 
If the exchange item is of a higher value, you will be expected to pay the difference before the new item is dispatched; you will receive instructions on how to do this via email. 


FAULTY ITEMS


If you believe your order to be faulty, please contact the shop immediately to report the fault and follow the returns information provided. All suspected faulty items must be returned for inspection within 7 days of reporting the fault.


LOST ORDERS


Lost items are extremely rare, though occasionally items can take longer to arrive than expected. Proof of postage is always obtained, and tracking will be provided should you pay for Express shipping.

If you think your purchase may be lost, please check first with your local sorting office and neighbours with whom the parcel may have been left.  If you have checked these options and your parcel still cannot be found please email me for more information.