How are your products made?
We're Artisans! We make our products with our hands, and of course with the assistance of our tools and work shop equipment! All items are handmade individually by ourselves from unique handmade moulds (for this reason some products may differ ever so slightly in appearance; we're all unique, and so are our products!) We work with a high strength casting plaster, the finest resin, and soy wax blend for our candles. Any other questions regarding a product; just ping us an email and we'll be happy to help.
Can you make a custom/bespoke order?
Yes we can make products in custom colours and to varying specifications (i.e. height for lamps). Send us an email if you'd like to discuss what you're looking for: email@example.com
How do I clean and care for my products?
Our products (resin and plaster) are painted by hand and sealed with a durable matt or gloss varnish, however we don't recommend using cleaning products (i.e. polish or the likes) on your items. A simple, smooth (non-abrasive) dusting cloth will do the job nicely. Our products are not designed to be used outdoors.
Once I’ve placed an order, can I change my shipping address?
Addresses can be changed up until your order is labelled. Our making process starts pretty quickly after receiving the order, so let us know the correct address as soon as possible; once the order is in transit we cannot change the address. Please send any address amends to: firstname.lastname@example.org
I forgot to use a discount code. Can you apply it afterwards?
Unfortunately discount codes must be applied at the time of checkout, and we cannot refund you the difference if you forget to use it.
Can I use PayPal?
Yes we accept PayPal as a payment method.
Why has my order been cancelled?
Orders may be cancelled in the event that our system identifies them as fraudulent. If you believe this to be a mistake, please contact email@example.com and we will ask you some questions to confirm the legitimacy of the order. On rare occasions, we may oversell on a product. In these cases, your order will be split (if it contains other items), or cancelled, and you will be contacted to arrange either an alternative product, a refund, or a voucher code of the same value.
My order has been marked as delivered but I haven’t received it.
We use Tracked services, so if you haven’t received your order despite it being marked as delivered, then please check the tracking information as to where it was delivered. Sometimes in the event the courier cannot deliver to your address, they will deliver to a neighbour, or place parcels in a safe place. If this is not the case then please first contact the courier as they will in most instances only discuss deliveries with the receiver (i.e. you), not the sender (i.e. us).
I’ve received a faulty item.
In the event you receive a faulty item, please contact firstname.lastname@example.org as soon as possible, including your order number, a description of the damaged item, and photographic evidence. Please also do not return any faulty items back to us unless advised to do so by a customer services agent.
I’ve received the wrong item.
In the event you receive the wrong item, please contact email@example.com as soon as possible, including your order number, the missing item, the item you received instead, and photographic evidence. We will normally ask you to return the incorrect item, but please follow whatever instructions you are given by our customer services agent in order to rectify the problem quickly and efficiently.
There’s something missing from my order.
In the event you receive your order with an item missing, please contact firstname.lastname@example.org as soon as possible, including your order number and the missing item.
Do I have to pay to return my order?
We only offer refunds on postage for items that are faulty. We would encourage you to only order items you do not plan on returning to reduce unnecessary emissions in transporting the item to and from us.
What happens once you receive my return?
Please allow up to 5 working days to process returns. Once we have received your return, if you have requested an exchange for which you are eligible, we will process this for you and you will receive a confirmation email. If you have requested an exchange for which you are not eligible (i.e. item was returned outside of 14 days, etc.) we will contact you to ask how you would like to proceed. In the event that you request an exchange and the item you have requested is out of stock, we will contact you to ask if there is an alternative item you would like.
An item I recently bought has now been put on sale. Can I be refunded the difference in cost?
Prices can be reduced depending on a number of factors without prior warning—this is simply the nature of sales. In making a purchase you are accepting the amount you are being charged, so we cannot refund you the difference. However, you are of course free to return any items, provided they comply with our Returns Policy.