Production times

Please note, by production time we mean the time it takes for your ordered product to be created and be ready for shipping. Additional time applies for the product to arrive to you based on shipping details.

Mugs (personalised & standard) - allow 5 working days, unless advised otherwise.

Cork Coasters - allow 7 working days.

Personalised Beads Cards - allow 3 working days.

Handmade Fabric Gifts - allow 5-7 working days.

Limited Edition Products - allow 3 working days.

Custom orders - other than the ones mention above - production time will be advised at the time of enquiry.

Shipping & Delivery

At present most of our orders are posted via Royal Mail Tracked 48  (small parcels, large letters). Tracking number is provided upon despatch of your order.

We use Royal Mail 1st Class delivery for small letters (smaller items, ie. bookmarks) and we obtain proof of postage. 

Most orders are delivered within 2-3 days after dispatch. Please note that the estimated delivery time applies once the order is posted. We are not responsible for any delivery delays caused by Royal Mail. 

Postage Costs

These can be found on individual product pages. Please note, if you order more than one item, the highest postage cost will be applied to your final order total.

Delivery

We are able to deliver your items free of charge if you are within Tunbridge Wells area. Please check with us before placing order to make sure we can deliver to you.

It is our goal that you are always happy with what you bought, and we will be very grateful for your feedback once you have received your items. If you have any concerns or questions please do not hesitate to contact us straight away via email zoehollydesigns@outlook.com and we will do our utmost to help.

Returns

Please note that personalised items are not eligible for return.

Non-personalised items can be returned for a refund, provided they are unused, in the same condition, and in the original packaging. You will be responsible for the return shipping costs, which are nonrefundable.

Refunds

Once we receive your returned item, we will inspect it and notify you of the approval status. Personalised items are not eligible for a refund.

If your return is approved, a refund will be initiated through your original method of payment. The time it takes to receive the refund may vary depending on your card issuer's policies.

Cancellation

• Personalised Items: Orders can only be canceled within 24 hours of placing the order. After 24 hours, or once production begins, cancellations are not possible.
  
  
• Non-personalised Items: Orders can be canceled before they are shipped. Once dispatched, they cannot be canceled & returns policy applies.

Exchange

Due to the unique and personalised nature of our items, exchanges are not possible.

We are currently unable to ship orders internationally, and only offer shipping within the UK. Apologies.