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FAQ
At The Quaint and Quirky, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back, time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
What are your delivery costs?
Postage within the UK is free, and items are sent on a 2nd class service. For worldwide shipping, price is based upon a Royal Mail International Tracked and signed service (where available). We do not use a standard international service, as it is important customers have peace of mind once their purchases are dispatched.
When can I expect my items to be dispatched?
Our stock items are dispatched within 1-3 business days. Our made to order items vary depending upon the product, and further information can be found on the individual items listed in my shop. If you have ordered stock items, and made to order items, these will be dispatched together.
If you have a requirement for a made to order item which you need urgently, please contact us and we will do our best to help.
As an example, my Ashes Into Art - cremation ashes memorial paintings, take circa 2-3 weeks to despatch from the date the order is received. This is based on us receiving your ashes within 7 days, and your despatch date may be longer than 3 weeks if we don't receive your ashes within the first 7 days.
Print on demand items (cushions, mugs and money boxes) will be shipped directly from the printing manufacturer within 7 days. This reduces costs to our customers and limits our carbon footprint. Please contact us as usual if there are any problems with your printed order items.
What are your delivery times?
All UK items are posted on a Royal Mail second class service, varying from standard postage, signed for, or tracked 48, depending on the item and its value. Proof of postage for all items are obtained, and you will receive the relevant tracking number if applicable. Second class post takes circa 2-4 days, but at times of high seasonal demand, Royal Mail can experience significant delays. Your patience is appreciated at this time.
Do you deliver outside of the UK?
Yes, absolutely, and there is even a handy currency converter for you.
For European orders, please purchase via our Etsy shop. It is a Market Place which is well organised with the process of collecting electronic VAT for each separate European country.
Please visit The Quaint and Quirky on Etsy to purchase if you live in Europe. If there is something you would like to purchase, which isn't available in my Etsy store, please email us and we will be happy to add it for you.
What are your business hours?
Our standard business hours are 9am to 4pm Monday to Friday. If you have any queries, questions or concerns, we aim to respond within 24 hours, unless this falls on a Saturday, Sunday or UK Bank Holiday, and then we will respond during the next working day.
What is your returns and refund policy?
For all stock / standard items, if you change your mind, please inform us within 14 days and return the item in its original condition and unused within 30 days. Return postage is payable by the customer, and you will receive a refund for the price of the item. (excluding postage costs paid) The item must be received in a fully resalable condition, otherwise the customer is responsible for the loss in value.
Customised and made to order items are not returnable or refundable.
For any damaged items in transit, or defective goods, please contact us with relevant photographs, so we may issue you with a full refund or replacement. We are unable to issue a refund or replacement without relevant photographic evidence for insurance purposes.
For any postal delays, we cannot issue a refund or send a replacement, until the relevant time has passed according to Royal Mail's delivery policies relating to goods lost in transit. At this point a refund / replacement can be organised, and we will make a lost in transit claim.
Do you offer commissions?
Yes, please visit our commissions page for more details
Are you eco friendly?
We use 100% recycled paper envelopes for our greeting cards, and compostable, plastic free cello bags for prints and cards. We use paper tape instead of plastic tape, and wrap delicate items in paper based protective packaging. Our stickers are made from recycled paper. Any plastic packaging used is from any packages we have received, which is reused instead of being discarded in general waste.
Do you make any charitable donations?
For every Bedlington Terrier card, print, calendar and weekly planner sold, we make a donation to Mila's Fund. It is a small group dedicated to helping Bedlington Terrier dogs in need.
For every cat related art and print sold, we made a donation to Cats Protection, via Work for Good.
What is your privacy policy?
I, Claire Yates, am the data-controller of your personal information as it relates to my website. If you send me a message via my website, I will receive your email address. The only circumstances in which I will share your data are in processing your order, or complying with the law. I will never use or pass on your information to third parties for marketing purposes or any other purpose, or add you to any mailing list without your explicit consent. If you wish to subscribe to my mailing list, I will only ever use your email address to send updates, promotions and discount codes.
I will only retain your details for as long as necessary in order to process the custom request/transaction, or keep you on the mailing list (if you have opted in) and I will securely store any data collected during that period. You have the right to know what personal data I hold about you, and to ask for that data to be changed or deleted. You also have the right to complain to the ICO if you believe there is a problem with the way I handle your data.