Here are our frequently asked questions/FAQ’s and please let us know if there’s anything you can’t see or think we should add.
Coronavirus FAQ: Please allow extra time for parcels to arrive. I am posting once a week (or rather, my wonderful husband is due to my pregnancy isolation) and regular delivery times with most delivery companies is affected by the virus. You can check the website of the company directly to see their ETA’s but unfortunately this is out of our control. I’ve heard of many businesses receiving PayPal claims for late parcels recently and I ask you to consider how this would feel if you were on the receiving end, especially as the virus has affected our income so badly. Please have patience and I hope you enjoy your order when it arrives!
ROYAL MAIL: the RM tracking site seems to be going in and out, so if you’re not able to track your parcel, please wait at least two weeks before getting in touch about it. There’s nothing I can do with the best will in the world, sorry!
Q1. How long do orders take
A: Orders are usually shipped within 5 working days of receiving payment for in-stock items. If we are on holiday we will post above. Backorders will be made ASAP, please get in touch before ordering to find out how long they will take. We will occasionally need to order more masters to make large orders which takes extra time. Please remember, Nikki is a full time parent working around school hours and has another business, Tree of Opals.
Q2. How often are out of stock items made?
A: I usually make moulds once a fortnight in large batches if the mould masters are available but they can take longer than that if we are ordering from abroad, if the moulds don’t come out well etc. If you need something urgently please get in touch before ordering and we can let you know how soon it will be available
Q3. How do I check my order?
A: Go to My Orders and click on the most recent order (or the one you want to check). You’ll see the current order status (processing, completed etc.) and if it’s completed and you paid for recorded delivery, you’ll see a tracking number and courier in the notes. I’m hoping to add clickable tracking links soon, to take you straight to the shipping company’s website but in the mean time just search “Hermes tracking link” on Google, for example, to check a Hermes shipping code.
Q4. When will this item be back in stock?
A: I make moulds by hand based on demand, so if you’d like something specially made please let me know. If you’re ordering a larger quantity then this will mean they’re made sooner.
Q5. Do you do custom moulds?
A: This depends on how readily available the mould master is and how many you want to order. Please get in touch to let me know what you’d like!