Delivery Information

We are more than happy to send orders to anywhere in the world, however our website shipping costs are set up for Uk only shipping.

Should you require an order to be sent outside of the Uk please email
emma@fairywrenembroidery.com for a postage price and you will be emailed a Paypal invoice.

Please be aware that I spend most of my time putting together kits, working on new kits and looking after my young son, so please allow up to 28 days for dispatch on all orders. I do try to dispatch orders as quickly as possible, sometimes the very next day but usually within 2 weeks if all items are in stock. If you require your item urgently, please send an email before ordering and I will do my best to meet your needs.

If you have not received an order confirmation email for your order please check your Junk mail box. If it is not in your junk mail please fill out the contact form or email me emma@fairywrenembroidery.com and I will manually resent the email.

Delivery usually takes 2-3 days from dispatch; if after 7 days your order still has not arrived please contact me either via the contact page or email me at emma@fairywrenembroidery.com where I will respond to your query as soon as I can.

UK Delivery is by Royal Mail. You will receive email notification of dispatch and the delivery should then be made in 1-3 working days.  I usually go to the Post Office on Mondays, Wednesdays and Fridays.

UK Delivery fees:

Order Value|Cost of P&P

Under £20| £2.95

Orders over £20|Free

International Delivery Fees:

For all international orders please email emma@fairywrenembroidery.com with the items and shipping country as I will need to find out a price depending on the size and value of the items, an invoice will then be sent via Paypal with the correct cost of postage.

Postage costs for one book only to Royal Mail zone one: including Canada and the USA is an additional £4.75 (on top of the book price of £25.95) with invoices sent via PayPal.

Returns

Our return or exchange policy lasts 28 days but you must notify us within 14 days of delivery to be eligable for a refund unless the product is damaged, after this time only an exchange or credit will be offered. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Customised or modified goods are exempt from being returned.

To be eligible for a return it must be received by us within 28 days of you notifying us of your wish to return (which must be within 14 days). Your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the product is not in fully sale able condition or the packaging is damaged, we reserve the right to refuse a refund.

To complete your return, we require a receipt or proof of purchase.

If we have made a mistake in sending an item or it is faulty, damaged or unfit for purpose, we will refund the original delivery charge and the cost of returning goods via your local post office with second class recorded delivery, unless it was sent to you with other items which you are not returning.

There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.


Refunds
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 Paypal account, within five working days.

Any original shipping costs for orders under £20 will be refunded only if the whole order is returned or at our discretion. We reserve the right to deduct the cost of postage from your refund if only part of the order is returned and the value of the remaining item/s on your order take you below the minimum threshold for Free Delivery.


Late or missing refunds

If you haven’t received a refund yet, please 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. 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 yet, please contact us at emma@fairywrenembroidery.com

Cancellation
Under the Consumer Protection (Distance Selling) Regulations, you have up to 7 working days after you have received your delivery to cancel your order (other than in respect of goods made to your specification or clearly personalised goods).

Any original delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded. Once your order has been dispatched it can no longer be changed, please refer to our returns policy.

We reserve the right to deduct the cost of postage from your refund if only part of the order is returned and the value of the remaining item/s on your order take you below the minimum threshold for Free Delivery.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at
emma@fairywrenembroidery.com with photos detailing the damage to the item/s. Once confirmation of an exchange has been received please send your item to: Farnborough, Hampshire, GU14. For security reasons the full address will be provided in the confirmation email.

Return Shipping

Once confirmation of an return has been received please send your item to: Farnborough, Hampshire, GU14. For security reasons the full address will be provided in the confirmation email.

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable except in cases where the item is faulty or damaged.

Any original shipping costs for orders under £20 will be refunded only if the whole order is returned or at our discretion. We reserve the right to deduct the cost of postage from your refund if only part of the order is returned and the value of the remaining item/s on your order take you below the minimum threshold for Free Delivery.

When shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance.  Please obtain proof of posting as we can not be held responsible for any returns lost by the carrier.

We don’t guarantee that we will receive your returned item/s and no refund will be given for items not received by us or damaged by the carrier. You will need to contact the carrier for a refund but we will provide any necessary information for the carrier should it be requested.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


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