Here you’ll find help, information and frequently asked questions. If you don’t find the answer you were looking for below please do feel free to send me a message.

By making a purchase from the Rustic Craft House, you are confirming that you have read and agree to the terms and information as given below.

How do I make payment?

All transactions are securely processed through PayPal which means you can use either an existing PayPal account or any major debit or credit cards. You do not need a PayPal account in order to make a purchase with the Rustic Craft House.

If payment is made using a PayPal account please ensure the address on the account is correct & up-to-date as this is where your items will be sent. Due to PayPal’s terms, I cannot send to any other address other than the one listed on your PayPal account.

IS IT SAFE?

PayPal use state of the art encryption tools and technology to safeguard your details and protect you from fraud and identity theft. You can find out more about PayPal and how it works by visiting their website: https://www.paypal.com/uk.

Shipping information

I now ship orders to customers Worldwide! All items are sent via a recorded method and are calculated based on the size and value of your order. Apologies as this is an unavoidable cost, especially for International customers.

SHIPPING COSTS

These are updated every year inline with courier and Royal Mails charges. The current shipping rates for April 2017/2018 are as follows:

UK & ISLE OF MAN

  • 100g max weight & up to £50 value – Signed For £2.60
  • 250g max weight & up to £50 value – Signed For £3.00
  • 2kg max weight & up to £60 value – Courier £5.00
  • 2kg max weight & up to £90 value – Courier £6.00
  • 2kg max weight & up to £120 value – Courier £7.00
  • 2kg max weight & up to £140 value – Courier £8.00
  • 2kg max weight & over £140 value – Courier £15.00

REST OF WORLD

  • 250g max weight & up to £50 value – Int Signed For £10.00
  • Up to £100 value – Int Signed For £14.00

ESTIMATED DELIVERY

These are estimated time frames obtained directly from the website of each supplier and may vary.

UK

Royal Mail – 1 working day.
Courier – 3 working days.

REST OF WORLD

Royal Mail – 5-7 working days.

Please keep in mind that Royal Mail does not class post as lost or missing until 10 working days after the expected delivery date to allow for possible delays. Refunds will only be issued after that period and once the matter has been investigated fully.

How long does my order take?

An estimated turnaround time is displayed on each item listing. Any stated turnaround time starts from the date of which full payment has been received. This does not include evenings (so if you place your order at 9PM, it would start from the next working day), weekends or public holidays and is dependent on the order queue.

I do get extremely busy and the typical turnaround for clay orders is usually around 14-21 working days and 7-14 working days for stamps (but as mentioned above, please do refer to each listing for the current times).

Once your order has been completed and is ready for dispatch, you will receive a confirmation so that you know it’s on the way.

Refunds

I take great pride in the items I make to ensure they are of a high standard so that my customers are 100% happy. Each item is made by hand and whilst I do try my very best to duplicate the original design, there may be slight differences in each piece made as well as natural imperfections. Please ask any questions or queries you may have before making a purchase.

Many of my items are custom made and personalised therefore returns are not possible. A refund can only be issued in the unlikely event of loss/damage occurring in transit. If this should happen, please contact me as soon as possible so that I can resolve the situation.

Sale or special discount items are non-returnable.

Please bare in mind, I do my very best to describe and photograph my items as accurately as possible. Due to individual monitor resolutions and user settings, there may be slight variances between photos and the actual item you receive.

Disclaimer

Please remember that all my tags, keepsakes and decorations are made from clay and therefore should be treated and handled with care. It is not recommended to give them to children as they are not designed to be used as toys and could pose a choking hazard.

It is your responsibility to ensure that you check and/or specify any colour, shape and pattern choice as well as spelling and punctuation before placing your order. Personalised items will be stamped with the information supplied and is not double checked. If you spot a mistake, just pop me a message as soon as you can and I will amend the order details (if I’ve not already made your item).

With the exception of logo stamps, all clay & stamp designs, rights and © copyright belong to Gemma Wild & Rustic Craft House. You have permission to use them within your projects, on packaging, etc but you may not claim to have created them or the design yourself nor may you duplicate any designs.

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