How do I place an order?
To purchase an item, click the "add to cart" button which you will find on each product page. Once you have added the item(s) you wish to your cart click "checkout" to begin payment. You may pay as a guest or log in to create an account. Please choose how you would like to pay, with either a debit or credit card or directly with your PayPal account if you have one. When your chosen payment method has been accepted we will send you an order confirmation email from us. Your order will then begin processing.
What are the Postage Costs and how long will it take to arrive?
We offer several delivery options which can be selected at the checkout stage. Please see our prices and ETA here. Our intention is to deliver our beautifully handmade products to you in the optimum condition (and least squished), therefore, we have selected the best options for your product at the lowest possible price. You can upgrade your postage service if you prefer a faster or more secure service as per Royal Mail’s guidelines.
How secure is this store?
Our online store uses PayPal and Stripe for payments, and automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL). Our SSL certificates are verified by GeoTrust, and provides extended additional security features, such as site seals, increased purchase protection, and Extended Validation to ensure both parties are protected as best as possible from any possible fraud.
How do I know if my order has been dispatched?
We will send a dispatch email to the email address provided during checkout once your order has been dispatched. Please check your junk box before contacting us if your dispatch email has not arrived.
My order hasn't shipped yet, can I change my mind?
To change or cancel your order please complete our contact form or call us asap and we’ll let you know what next steps to take based on your orders status. If items have already begun processing/dispatched then our standard Returns Policy applies.
Can I change my delivery address after I've placed my order?
Please please complete our contact uscontact as soon as possible if you've entered the incorrect delivery address for your order. Unfortunately we are unable to change addresses for orders that have already been dispatched. We cannot be held responsible for items that do not reach the recipient due to an incorrect address being provided at checkout.
Can I give you delivery instructions for my order, for example 'leave inside porch'?
For security reasons, we are unable to pass on delivery requests of this nature to the driver. Please contact Royal Mail directly who will be able to arrange a safe place for your orders to be left. If your order is attempted to be delivered when no-one is available to take delivery, you will be able to collect from your local sorting office or arrange an alternative day for delivery with Royal Mail.
What is your Cancellation & Returns Policy?
Please see our Returns Policy for further information.
Can I exchange my online items?
Yes. Please contact us and we will talk you through the process. When exchanging for a different item of greater or lesser value, we will get in contact once your return has been received to sort out the balance owed. Please note you may have to repay the postage to dispatch the new item(s) to you. Returns made for exchange are made at the customer's expense. We reserve the right to withdraw our exchange policy during busy periods.
My item has arrived damaged, what do I do next?
Please contact us and we'll aim to get back to you within 2 working days. Please note that items that have been deemed faulty by our customer will be examined by our team once they have been returned. Any item(s) that is(are) agreed to be faulty will receive a refund for outbound and returns postage, at a basic rate, regardless of your chosen delivery method. For customised or made to measure items that are deemed faulty on arrival, Maes Handmade will aim to replace the items wherever possible before refunding.
Do you offer free shipping?
Unfortunately not, but we do not profit from our postage. Royal Mail's costs can be found here