Delivery FAQ’s
How long will I have to wait for my item to be dispatched?
I process all orders within 1-3 days. If there was ever a delay to this, l would let you know by email in advance.
How long does postage take in the UK?
STANDARD DELIVERY: Parcels are sent via Royal Mail First Class Delivery for UK items and Royal Mail International Standard Service for overseas items.
UK DELIVERY: Shipping is FREE for all UK orders! Royal Mail first class post is used as standard.
Do you ship overseas?
Yes, I offer overseas shipping.
How long does postage take outside of the UK?
OVERSEAS DELIVERY: Overseas packages are sent via Royal Mail International Delivery which usually takes around 5-14 working days once your item is dispatched. This is a guide and can take up to a month during busier periods such as Halloween and Christmas.
EU CUSTOMS CHARGES: Please note that, where customs fees apply for EU-based customers (living outside of the UK), it is the customer’s responsibility to pay for any customs fees owed.
Refund & Return Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Personalised goods cannot be returned.
Additional non-returnable items:
- Gift cards
- Downloadable products
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at [email protected].
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 264 Raeburn Avenue, London, KT5 9EE.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 264 Raeburn Avenue, London, KT5 9EE.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact me at kat @treasurekave.com for questions related to refunds and returns.