All you need to know about free shipping, current turnaround times, accepted payment methods & how I package my clay.

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 does purchasing work?

All available options for an item are displayed within its listing (such as clay colour & personalisation). Once you’ve made your selections, hit the ‘Add To Cart’ button. The cart can be found at the top of every page in both the desktop and mobile versions of the website. Once you’ve finished shopping, click it and hit the large yellow ‘Checkout with PayPal’ button and you’ll be directed to PayPal’s website.

How do I make payment?

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 from 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 address other than the one listed on your PayPal account or given at the time of ordering.

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.

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.

I do get extremely busy and the typical turnaround is usually around 14-21 working days (but as mentioned above, please do refer to each listing for the current times). Sometimes it can be quicker, depending on the current order queue.

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.

Shipping information

Free delivery for UK orders of £30 and over

I ship orders to customers Worldwide. All items are sent via a recorded method and prices are calculated based on the size and value of your order.

Apologies as this is an unavoidable cost, especially for my International customers. But I am always looking into ways to reduce this.

SHIPPING COSTS

Costs are updated every year inline with courier and Royal Mail’s charges. The current shipping rates for April 2019/2020 are as follows:

UK & ISLE OF MAN (orders under £30)

100g max weight – Signed For £2.80250g max weight – Signed For £3.20

REST OF WORLD

250g max weight & up to £50 value –
Int Signed For £10.00
250g max weight & up to £100 value –
Int Signed For £12.50
500g max weight & up to £250 value –
Int Signed For £14.00

ESTIMATED DELIVERY

Once your order has been completed and posted out, these are the estimated time frames for delivery obtained directly from the website of each supplier and may vary.

UK & ISLE OF MAN

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.

CUSTOMS CHARGES

I cannot be held liable for any customs charges that your package may incur. This is down to individual countries and/or postal services.

Reduce, Reuse, Recycle.

This planet is our home and we should look after it. For many years I’ve been environmentally aware and live by this rule daily.

I use the bare minimum packaging possible for all orders to help reduce waste and don’t add in any unnecessary ‘fluff’. All elements can be reused & recycled including the card box, paper & bubble wrap.

Where available I source recycled materials for packaging. That said, your order does come in a previously unused box.

Refunds

As perfect as I try to make my items (no honestly, I really do. I have a serious ‘perfectionist’ problem) each piece is handmade after all and therefore may have naturally occurring imperfections and slight variances in text and pattern alignment.

I take great pride in my work to ensure it’s of the highest 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

NOT SUITABLE FOR CHILDREN

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.

CORRECT DETAILS

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).

COPYRIGHT & INTELLECTUAL PROPERTY

All clay & resin design 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.

Contact me

If you didn’t get the answer you were looking for above, please do feel free to send me a message any time.

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