POSTAGE, PACKAGING AND RETURNS
Here at Emma Catrin, I personally package items with care to ensure a safe delivery and excitement when they arrive.
Items are sent wrapped in tissue paper and tied with Emma Catrin ribbon. They will be wrapped in bubble wrap or packing paper where required and either sent in a box, postage bag, or envelope depending on the product.
Delivery costs are not included in the selling price. All items are sent via Royal Mail (1st class or signed for 1st class). Please double check your delivery address is correct to ensure your parcel is delivered to the right address. Goods are aimed to be dispatched within 1-3 working days (Mon-Fri) from receipt of your order. Every effort is made to keep stock levels updated, however, as every item is handmade, levels are subject to some fluctuation. Should an item sell out before levels are updated, you will be contacted as soon as possible to advise of the delay. If you have an urgent request, please get in touch and I may be able to offer an express service.
For 'made to order' or bespoke/personalised products the delivery time will vary depending on the time needed to make the item and the ordering of necessary materials.
I hope you are completely happy with your Emma Catrin purchase but if you are not satisfied, please feel free to contact me and we can discuss the issue and come to an agreement on how best to address it. Returns are not accepted for commissioned or personalised products because of the individuality they hold. Exceptions will be made if the product arrives damaged or defective.
Returns of standard products are accepted. Please contact me within 14 days of delivery and send the item back in its original packaging, unwashed, unused and in its original condition with all the original labels attached within 30 days of receipt. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Refunds will not be issued until the product is received at Emma Catrin and has been inspected. This does not affect your statutory rights. If required, please contact me for the return address stating the issue and when and where the product was purchased. When returning an item, it is recommended that you use a recorded service as I am not responsible for items that are lost or damaged in the post. Items remain your responsibility until they reach me.