Orders/Returns Info

With any order, it is solely the customer's responsibility to provide correct information in every way. Any amendments to an order needed once it has been received may result in further charges to change information if an order has already been started/prepared for delivery. 

If the wrong details have been submitted, for example, the wrong spelling of a name has been given, please let me know straight away. Any delay in letting me know a part of an order is wrong may result in a charge for an item to be re-made, e.g. if a lantern box and labels are already made, a charge of £5 will be required for the replacement with the correct details. If applicable, the charge covers the cost of materials and/or time of work already taken. If the order has not yet been started, there will be no charge to alter the details providing the alterations are of the same value of the original order placed.

A few things to note:

• Most of the items available here are one-of-a-kind so be sure to place an order early if you don't want to lose out. Especially order early if you'd like something made for you as working solo, I do have limited slots available for custom orders. 
• Ready-made items from this website are dispatched within one to two working days (Monday to Friday). If ordered before 13:00hrs, I may even be able to get ready-made orders prepared and dispatched/ready for collection in person that same day but if not, getting orders prepared is the first job of the following day anyway.
• Custom orders are dispatched/ready to collect only after you have received the 'Order is completed' email. The standard lead time for custom order hoops is 5 to 7 days, however this may vary between products depending on their preparation and work involved. Made to order bears have a lead time of 10 to 14 working days.
• Some listings have an order form connected to them where you'll need to fill out at least the 'required' questions to allow your item to be added to the cart for checkout.
• The checkout is operated by the PayPal Commerce Platform which allows you to pay with a Debit or Credit Card, or alternatively, if you have a PayPal account, you can pay directly using your PayPal details. The checkout is secure and encryted.
• If something you're after is 'out of stock', please just get in touch and ask me if more are being made. Most things here can be replicated but not identical.

 CANCELLATIONS:

Ready-made items can be cancelled before an order is dispatched. A full refund will be issued if it's not been dispatched. If an order is already dispatched, the postage and packing charge cannot be refunded.

Customised/Made to order/Personalised items - Cancellations are only available within the first few hours of an order being placed as most require raw materials to be purchased to fulfill the order. That has to happen quickly in order to receive the materials needed in a speedy manner.  Please just get in touch ASAP if there is an issue with your order.  

RETURNS / REFUNDS* 

Made to order:

Made to order hoops and teddy bears* can be returned for a refund up to 30 days from date the order was completed. 

With teddy bears, both the bear and their box must be returned in a 100% brand new condition. Any damage caused to either the teddy bear or box will have a percentage deducted from the refund amount at the value it has been decreased by. Items which are in an unsaleable condition cannot be refunded.

Postage for returns is paid for by the customer unless the item is faulty.

*Personalised bears which are specific to a customer (e.g. Initial added to a foot) or bears which would not be easily resaleable are fully excluded from the refund/return policy unless faulty. 

Ready made stock:

Ready-made teddy bears, cards and gifts have a refund policy of up to 30 days from date of purchase if returned in 100% brand new condition. Any decrease in value will be deducted in the refund. Postage is not refunded unless the item is received in a faulty condition.

DELIVERY:

 **If a buyer provides incorrect or incomplete information when placing an order, it may automatically delay postage times and could arrive later than standard postage times. The customer is responsible for all shipping information as it is copied verbatim to the postage label**

 After an item is dispatched, things have moved beyond my control and I am not responsible for delays in delivery. If there’s a tracking number available, this will be provided at time of dispatch. Any questions regarding your order’s delivery, please just get in touch and I’ll try to help if I can. Allow a minimum of 3 working days for a First Class postage (including TRACKED 24) order before contacting me or Royal Mail and allow a minimum of 6 working days for a Second Class postage (including TRACKED 48) order before contacting me or Royal Mail. 

With made to order items, the postage times start once you have received your 'Order is complete' email. Lead times are stated in listings where relevant.

COLLECTION:

If a collection is requested for an order, please follow information provided in your 'Order is complete' email. With all collections, it is imperative the customer waits until an order has been completed.

Orders are only available for collection after a customer receives the ‘ORDER IS COMPLETE’ email. 

Collections are made from:

THE TERRACE RECEPTION

Grantham Street

Lincoln

LN2 1BD

Available between 08:30hrs to 17:00 hrs 

MONDAY TO FRIDAY ONLY, not including Bank Holidays. 

Orders are left with the Reception Team so just let one of them know your name and they will give you the order. 

GDPR:

Your details are used purely for each specific order ONLY. Orders are documented and kept for seven years as per the HMRC requirements for businesses. Communication will relate to each order ONLY and communication will cease once the order has been fully completed, delivered/collected. When a customer contacts me, that action has automatically given permission for me to respond. Said permission can be revoked at any time, please just get in touch to request communication ceases and contact information is deleted.  

HOW TO CONTACT ME:

Email:

sarah@handmadeteddiescardsgifts.co.uk

Text/WhatsApp Message: 

07982 852294

Calls are rarely accepted as I cannot answer my phone if I'm working - sewing keeps my hands busy!! If you think a call would be better, please just text/email/WhatsApp me with your name, a short bit about what you're after and the best time to ring you during my working hours which are Monday to Friday, 07:00 to 15:00hrs. If I can answer your query in writing I will just reply to your message.

In writing:

Sarah @ Handmade Cards & Gifts, 

The Terrace, 

Grantham Street, 

Lincoln, 

LN2 1BD.