POLICIES | RETURNS
Before placing an order, please read our policies and if you have any queries, please contact us at firstname.lastname@example.org
CUSTOMISATION & PROOFING
Please include all customisation notes / upload files in the appropriate fields at the time of placing the order.
Please ensure all spelling & grammar provided is correct, as we copy and paste directly from your notes. We do not re-type. You are fully responsible for ensuring that the text, grammar and design are completely correct.
Any amendments to the customisation notes on your order must be provided within 24hrs of placing the order. (Prior to work commencing on your order)
Proofs are not automatically issued but can be provided if requested. Please note that proofs may slow down the production timeframe for the order.
TIMEFRAMES | SHIPPING | DELIVERY
Our production turnaround timeframe is 3-5 business days.
The above turnaround time will always be an estimate. Whilst we do our best to meet deadlines there are rare occasions where circumstances beyond our control may prevent this and so deadlines cannot be guaranteed. We will always keep you informed if there are any issues.
Estimated shipping times :
- UK & Ireland: 3-5 business days
- Rest of the world: 5-10 business days
Shipping upgrades are available : please enquire.
IMPORT TAXES / DUTIES
Import duties and taxes are not included in our pricing or shipping fees. These charges are the buyer’s responsibility and must be paid at the time of delivery. Due to customs regulations and our own internal ethics policy, all packages will be marked with the value of goods purchased, and cannot be marked as “gifts”.
If you wish to cancel your order, we need to be notified ASAP via email at email@example.com within 24hrs of placing your order. As we ship within 1-2 business days for most orders, if we do not hear from you by that time, your order will continue as scheduled.
RETURNS | EXCHANGES
CUSTOMISED / HANDMADE TO ORDER : We do not accept returns on our customised and hand-crafted / made-to-order products due to a 'change of mind'. We hand-make our products to order and therefore cannot resell them.
If however your order is damaged or faulty please contact us within 7 days of receiving it and we can discuss options to rectify the situation. Please note we can accept no liability for damaged or faulty goods if you do not notify us of the problem within 7 days of receipt.
We do not accept returns due to customer input or typographical errors. We copy and paste directly from the customer's notes at time of purchase.
NON-CUSTOMISED / SUPPLIES : We will accept returns / exchanges on our non-customised / non-handmade products (eg. ink pads, sealing wax sticks)
If you wish to return a non-customised / handmade product, we would ask you to return the product/products to us within 14 days of receipt. The items must be unopened, in their original packaging and in a re-saleable condition. Once we receive the returned items, in these conditions, we will contact you and issue you with a refund. The delivery charges will not be refunded. The cost of return delivery will be incurred by you, the customer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank/Paypal. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org.
To return your product, you should mail your product to: Heirloom Seals, 5 The Island, Inchydoney, Clonakilty, Co. Cork, P85 ED79, Ireland.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We recommend using a trackable shipping service or purchasing shipping insurance when returning items. We don’t guarantee that we will receive your returned item.