FAQ

Q: When will my order be dispatched?
A: We aim to dispatch all orders within 3-5 working days (Monday - Friday) 
Please note that custom made orders take various times to make and are hand-made ~ please check the listings for estimates
 
Q: How long will my order take to arrive?
Standard 2nd Class UK ~ 2-3 working days
First Class UK - 1-2 working days
Please allow extra delays caused by Covid-19
If you are outside the UK delivery time varies:
These are the estimated delivery times based on information provided by royalmail.com but are not always accurate. Standard shipping is untracked and as a general rule takes longer than tracked
  • Western Europe 3-5 working days

  • Eastern Europe within five working days

  • the rest of the world in five to seven working days (in our experience up to 2 or longer weeks) Please use a tracked service to guarantee delivery times

Q: Can I track my package once it's been sent?
​A: For UK items we mostly send untracked if standard shipping is selected but sometimes items are upgraded to 'Signed For' where possible ~ if tracking has been added you can check this in your dispatch note
For delivery outside the UK we post via Royal Mail Airmail which is also a non-tracked service however, we always keep proof of postage on delivery.
Again, we upgrade where possible to tracked but this is not guaranteed.
If you are having any problems with your delivery please contact us.
If you would like a tracked service you can choose this at the checkout
Please note we can not be held responsible for any missing orders which have been sent via a non-tracked service. We are also not responsible for any taxes or duties collected in the destination country. 
 
Q: Which forms of payment do you accept?
​A: We gladly accept Visa, MasterCard, American Express, Discover (through Shopify Payments) OR PayPal
How secure is this store?
This store uses PayPal or Shopify Direct Checkout for payments:
PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available)
Shopify includes an SSL certificate that uses industry standard 128 bit encryption technology. This is the same level of encryption used by large banks to keep your information secure. Shopify is certified Level 1 PCI DSS compliant.
 
Do you take custom orders?
I love doing custom orders!
Please contact me with your ideas and I can get back to you with quotes and estimated times etc. You can purchase custom phone and switch cases through my online store.
*** Please note our exchange and return policies vary regarding any custom produced and pre-ordered items:
We cannot accept any returns for custom made items due to the extra time and care taken to produce it for you. If you have a faulty item please contact us so that we can mend it for you free of charge.
For pre-ordered items we can accept returns for exchange only unless the item is faulty.
 
Q: What are the shipping rates?
Please see the checkout area for shipping rates
 
Q: I need to return or exchange my order.
​A: We accept returns or exchanges within 14 days of receipt
​Returns or exchanges must be returned in their original un-used condition and packaging ~ Please make sure items are wrapped carefully so they are not damaged in transit
*Exceptions to this include custom made orders and pre-ordered items ~ please see the 'Custom Orders' section
We strongly advise customers to return goods via a recorded postal service, for example, Royal Mail Recorded 'Signed For' or Special Delivery.
Please make sure you include your product details and clearly mark the package with your return address.
Please note we do not currently offer a free returns service.
If you would like a refund the cost of the items only will be refunded to you (not including original P&P costs)
This can take up to 2 weeks to be processed via PayPal or Shopify direct checkout
 
Q: Help, my item is faulty!
​A: We are deeply sorry that your item has not kept it's quality since you bought it. 
Please keep in mind that though each product is made to the highest possible quality, it is also a unique hand-made item which should be handled with care.
We advise that you make sure the item is kept out of sunlight and kept in a safe, secure, dry place.
If you had had the item for no more than 14 days you can return your damaged item to us:
Roxie Sweetheart (Returns)
C/O Michelle Hirst
Trafalgar Studios, Unit C South, Level 8, New England House,
New England Street
Brighton, East Sussex
BN14GH
United Kingdom
 
Again, please make sure items are returned via recorded or trackable delivery service and that the items are well packaged and wrapped securely.
There are three ways we can say sorry for your faulty item:
  • Mend the faulty item and return to you free of charge

  • Exchange the item for similar or items up to the same value

  • Offer you a full refund

If you have any further questions please contact us (hello@roxiesweetheart.co.uk)
All prices are in GBP British Pound