SHOP POLICIES
1: ORDERS
The time I need to prepare an order for dispatch varies from product to product. For details, see individual items or read our FAQ. For custom orders including our custom digital line drawings, contact must be made BEFORE ordering, either via the contact page or via our online chat feature.
2: SHIPPING
Delivery options are Royal Mail standard delivery (2-3 working days) and Hermes tracked and insured delivery for orders over 100.00.
Orders 60.00 and over are eligible for free delivery using Royal Mails standard delivery. Items 100.00 and over are eligible for free delivery using Hermes. This is due to the tracking service and insurance coverage for items over a certain amount which benefits both me and you as the customer. Any questions please contact us BEFORE ordering.
If you require a different service, or require us to post to a different address, please get in touch via the contact page or via our online chat feature BEFORE you place your order.
Current average turnaround time (from order being placed, to dispatch) is stated on the banner at the top of the homepage. Certain items may have a longer turnaround time. Please see individual listings or contact us via the contact page or via our online chat service for more info.
Turnaround is subject to change and will, most likely, increase at busier times.
3: RETURNS
If you are not totally in love with your item, I operate a 14 day money back guarantee - excluding custom designs or personalised items that cannot be resold. PLEASE NOTE - I am under no obligation to refund these items, unless faulty.
If you are unhappy, please contact me within 14 days of receiving your item, indicating if you would like an exchange or refund. Please state the details of your order, including order number, date of order and the name of the item. If you wish to return your item for a refund, you will be notified of where to send it. Unless the item is faulty, you will be responsible for return postage costs.
Once your product (including original packaging) has been received and inspected by me you will receive a message to notify you that your item has been returned successfully. If the item is in the exact condition that it was in when sent to you, you will be then be eligible for a full refund. PLEASE NOTE - if the item is not in the same condition as it was when it was sent to you, has been tampered with or mistreated, or if it has been damaged during transit due to inadequate packaging on your part, you will no longer be eligible for a refund.
Orders that are received by you, the customer, that have been damaged in the post MUST have photographs taken of the damage sustained during transit and the photos sent to gingercatcraftslm@gmail.com. You must then return the items, including the ORIGINAL packaging, to me so that I can process your refund (including postage costs) and initiate a complaint against the delivery service used. The quicker this happens, the quicker I can process your refund - if you do not send the items back to me, you will be ineligible for a refund.
If requesting a refund, a credit to your payment method account will be initiated within 2 working days of me receiving the returned item, if the item meets the criteria outlined above. If you have chosen to receive an exchange, on receipt of the returned item, a replacement item will be made. In the unlikely event your item needs to be repaired, you will be informed how long this will take.
Any eligible request for a refund after 14 days will be given in the the form of credit to be used towards a future order. Requests after 28 days are ineligible for refund or credit.
4: PRIVACY
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used only for the specific reasons stated above.
Checkout services are provided by PayPal, Clearpay and Stripe, to ensure that full card or payment details are not stored by Ginger Cat Crafts or by our web host servers.