Delivery and Returns

From the time that you place your order and receive an order confirmation from us via email, it can take up to 3 weeks for your item/s to be delivered to you. This is because everything we sell is made to order and handmade just for you.

Delivery costs  

  • Postage is FREE of charge for all UK mainland postcodes. Once your order is dispatched, it usually takes 1-3 business days to be delivered via Royal Mail. This can be slightly longer during bank holiday or other public holidays.
  • Scotland Postcodes prefixed with KW, HS, IV, PA and PH are priced at £4.99, plus £1 for each additional item- 1-3 business days via Royal Mail
  • European and international postage £15 plus £1 for each additional item- 5-10 business days Via International Tracked and Signed

    *** Polite Notice: Due to the current situation with COVID19, we are noticing delays in Royal Mail delivery, upto 1 week in delays in some cases.***

Notice for international customers: Purchase price and delivery charges do not include payment of local taxes, tariffs, duties, receiving and/or handling fees, etc. Those are the buyer’s additional responsibility.

Delivery

Orders will be dispatched Monday through to Friday, except public holidays.

Please ensure that the details of the billing and delivery address are correct when placing your order, as we cannot redirect deliveries. We will send you a confirmatory email upon shipment of your order.

Upon delivery of your order a signature may be required. Please be aware that our company is not a branded delivery service, and anyone can sign for your delivery at the specified delivery address. Therefore, we will not be responsible for a lost or damaged delivery signed for in a building e.g. when an office address is provided by you for delivery.

All items are sent either standaed postage or tracked and signed for delivery services. If an item is lost or damaged while in transit, you will receive a refund or a replacement. This will be processed after Royal Mail have confirmed the original item has not been delivered.

Delivery Notice:

Once your item is shipped, we are not responsible for tracking it. We do our best to monitor recent deliveries, but we do not always have time to do so. Therefore, we can provide tracking information to you if it’s available, so that you can track your own order.

We are also not responsible for any products where the delivery was attempted but unsuccessful. Delivery must be rearranged, or items must be collected as per your delivery service instructions. It is recommended that this be done as soon as possible, as otherwise items may be returned to us, if no attempt is made. Any further redelivery from our office is at your own cost.

Similarly, if an item is returned to us and no contact is made for the rearrangement of the delivery, we will not be liable for the payment of a refund, items may be resent but only once additional postal costs have been paid. If an item is returned without us hearing from you first, we will contact you directly, but if we do not receive a response in a reasonable amount of time, we will not be liable for returning the items to you.

Delivery times are estimates and begin from the date of dispatch. You will be notified via email once your order is completed and your items have been dispatched. Please note that there is a limited range of delivery services available in some parts of the UK and Europe. We will endeavour to ship your order as quickly as possible, but due to remote delivery locations or adverse weather conditions we cannot be held responsible for delays.

If you have any queries about delivery in the UK, Europe and worldwide please contact us at [email protected]

Insurance and Delivery

During the time your items are in transit, we insure each purchase until it is delivered to your given delivery address. For any delivered goods we need a signature at which point liability for your purchased goods passes on to you. If you have nominated a recipient who is not you for delivery purposes (e.g. as a gift) then you agree the proof of signature by them (or at that delivery address) is proof of delivery and fulfilment by Handmade By Marie, and likewise a transfer of responsibility to you.

Estimated delivery times shall only be used as a guideline and shall start from the date of dispatch. Handmade By Marie is not responsible for any delays caused by customs clearance procedures for the destination or for any other delays that are out of our control.

Returns

Since most of our items are made to order, we cannot accept returns unless they are faulty. If this is the case, you will notify us and return it to us unworn within 14 days of receipt. Goods are faulty if they are received damaged or defected. Items that are damaged by normal use, or ‘normal wear and tear’, shall not be considered to be faulty. Please read our normal use policy and care instructions. We will provide repairs for faulty items where possible. If items considered faulty cannot be replaced, we will offer a replacement or a full refund. Some features on our items (such as gems, buttons and small bows) may come lose over time, with normal wear and tear. Therefore, for some features we provide replacement parts e.g. spare buttons or gems, to allow you to repair items yourself. In this case, we do not offer repairs.

Please note that Handmade By Marie is unable to refund postage and shipping costs, or any taxes and duties levied outside the UK.

Items that meet our returns criteria, must be returned within 14 days of receipt.

Bought item(s) are not available for exchange; we ask that you place a new order online with us.

Item(s) should be returned, unused, and still attached with all the clothing tags. The branded boxes are considered part of the product and all the item(s) must be returned. This is also intended to ensure that item(s) returned to us, arrive back to us in an acceptable and undamaged state. Returns damaged or soiled may not be accepted and may be returned to you and/or you may be declined a refund.

Returning your order

  • Please email us at [email protected] to let us know you wish to return your item, with a photograph attached to the email showing the fault or defect
  • When we approve your return you must package your item with all your cards labels and branded boxes.
  • You must arrange delivery to Handmade By Marie, Tyn Y Twmpath, Nantyr, Llangollen LL20 7DD
  • You will bear the cost of returning the items

We recommend that you insure the return delivery as you are under an obligation to return the goods undamaged and you will be liable for any damage to items before we receive them at the address above. We also recommend that you keep evidence of the mailing in case of dispute. For any item(s) you have chosen to send back, we cannot be held responsible for any damage in transit. 

Refunds

Refunds will be credited to your initial payment method. Initial delivery charges will be refunded but you will be responsible for return postage costs. When your return has been purchased in a currency other than your local currency, refunds will be paid out in the same currency. Because of currency rate fluctuations the refunded amount may be marginally higher or lower than the originally paid amount. We will handle the refund as soon as possible, upon receipt of the returned item.