❤ FAQ ❤

Q: When will my order be dispatched?

A: We aim to dispatch all orders within 2 working days (Monday - Friday) Please add an extra day for orders placed after 12 noon.

Note that custom made orders (or made-to-order items like some of the headbows) take varying times to produce

Q: How long will my order take to arrive?

​A: If you are in the UK your order will be sent via First Class Delivery which takes 1-2 working days.

If you are outside the UK delivery time varies.

These are the estimated delivery times based on information provided by royalmail.com

  • Western Europe within three 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 weeks)

Q: Can I track my package once it's been sent?

​A: For UK items we send by a non-tracked first class service. 

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.

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.

Q: Which forms of payment do you accept?

​A: We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through 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?

Indeed we do take custom orders :)

Please contact us with an idea you have and we will see what we can do! 

***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 or store credit only unless the item is faulty.

Q: What are the shipping rates?

A: The shippping rates are currently at the following flat rate* costs:

United Kingdom: £3.40

Europe: £5.80

United States: £8.05

Rest of World: £8.05

*Flat rate means you don't pay anymore if you want to buy more items.

Special upgrades:

International Tracked & Signed (REST OF WORLD & USA) £12.50

International Tracked & Signed (EUROPE) £10.15

Royal Mail Special Delivery (UK) £7.25

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.

If a returned item goes missing in the post we will not be able to compensate you if you do not have a tracking number.

Please not 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 place.

If you had had the item for no more than 14 days you can return your damaged item to us:

Roxie Sweetheart

C/O Michelle Hirst

 

5B Caledonian Road

Brighton, East Sussex,

BN2 3HX 

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

To convert any prices you can use:

http://www.xe.com

 
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