Shipping & Returns

Shipping Costs

We offer flat rate shipping to keep it as simple as possible.

Europe – €15.00
United Kingdom – £15.00
Australia & NZ – A$15.00
United States & Canada – $20.00
Rest of world – $25.00

All shipping is tracked. Shipping is free for order totals as per below.

If you are ordering pins only your shipping is a flat rate of €5/$5/£5. Gift certificates do not incur a shipping, handling or administration fee.

 

Free Shipping

Shipping order totals for over €100 is free within Europe.

Shipping order totals for over A$100 is free within Australia & NZ.

Shipping order totals for over £100 is free within United Kingdom.

Shipping order totals for over $150 is free within United States & Canada.

For rest of world, shipping for order totals over $250 is free worldwide.

We try to keep our shipping (and our lives!) as simple as possible and are always looking to lower our costs to you.

 

Shipping Timeframes

Your order will be processed within 2-3 days Monday to Thursday. You will receive an email once your order has been sent. Once picked up by the post service, parcels will be delivered with the following approximate time frames (we cannot guarantee these):

Europe & UK / 6 – 10 days
Australia & NZ / 3 – 7 days
America & Canada / 8 – 14 days
Rest of world / 10 – 16 days

Please note: during busy periods there may be a delay whilst we work through large volumes of orders.

 

Returns Policy

We create quality, handmade products to deliver to you and be of use to you. We will exchange or refund your item if it gets damaged in the mail (sometimes those pesky little elves get involved and jump about on packages and we rather wish Hedgewig the Owl was delivering our goods instead!). We check our items before shipping but please contact us if you receive a faulty item (our apologies in advance) which we can replace for you. Please contact us for authorization for a return prior to sending your goods back and we will happily organize this with you.

We will cover the cost of shipping your return to us:

  • If your order arrived faulty.
  • If you received an error item.
  • If your package was delivered to the wrong address by the shipping agent (not due to an error on your order) as confirmed by them, and you or us, are unable to rectify the issue to have it delivered to you.

We kindly ask you to cover the cost of shipping your return when:

  • You seek a replacement or an exchange for reasons other than the damage of goods on arrival.
  • If you provided an incorrect shipping address at checkout.
  • If your item was delivered, as confirmed by the shipping agent, but you did not receive it.
  • If you were unable to collect your package at customs.

If your item is damaged or faulty you must contact us within 48 hours of the delivery being made including sending photos. If we arrange a return with you, your item must be sent within 14 days. Returns after this time are rare and at our discretion only.

We don’t accept returns for change of minds or any other reason than damaged or faulty goods. The returns industry causes an enormous amount of environmental impact on the additional transport back and forth so we try to avoid this as much a possible. We provide a lot of information on our product pages about our items and encourage you to contact us if you have any more questions. Please buy what you need or what you’re gifting. Thank you for working on this with us!

 

Order Cancellations

As soon as we receive your order, we start working on it immediately so we can’t make changes to an order once it’s placed. We can also not cancel it.

If you have any questions about your order or entered an incorrect address please reach out immediately with your order number to see if we can fix that up before we ship it out.

 

Sales items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Unsuccessful payment

If your payment method was declined at check out, it may have been unsuccessful due to incorrect information, card expiration, or insufficient funds. You can choose a new method of payment and contact your bank or the credit card company if you continue to experience difficulties placing your order. If you require further assistance, please contact us.

 

Invoices & Receipts

Invoices & receipts will not be included in your package by default. You will be sent an email with your order details upon successful checkout. We are limiting our resource usage wherever possible and know most of us tend to throw these straight out. Thank you so much for your understanding!

 

Product Packaging

Plastic-free and no plastic mail satchels! Our kits are sent directly in their beautiful kit boxes. We encourage you to use your box for other uses, cut out the inside top flap for pinning up or gifting and recycling the box when it’s time. We use FSC certified tissue paper for wrapping. Please reuse this for the next gift you’re giving if you can! Padding (where required) is created from 100% post-consumer recycled shredded paper. General product items are shipped in our recycled card box or in boxes we are upcycling from other companies (they therefore might have other labels and signage on them). Products are packaged in recycled sleeves and cylinders that can be recycled again or composted. Each product page lists the packaging pertinent to the product. We use paper tape for extra security when needed.