Policies

What happens when...

Order has been 'returned to sender' 

It is the buyers responsibility to keep an eye on their tracking. If an item has attempted delivery and then gets returned to us we will happily resend to you again but you will be charged shipping again plus an admin fee of £5. If the item is returned to us damaged you will have to place the order again to receive it.

Damaged or wrong item...

If there are any problems with your order please contact us and we will rectify immediately. We will only be able to refund or replace items within 30 days of purchase. If there are problems after this then please email and we can see what can be done. After 3 months of purchase unfortunately we cannot provide any refunds or exchanges.

With our paint by numbers kits, if you experience dried paints within the first 3 months of purchase we will replace free of charge. If it is after 3 months then please contact us and we can arrange a replacement paint set at the cost of the customer. 

My order is saying 'delivered' but I haven't received it...

If an item shows up as 'delivered' on our tracking system but it has not been delivered to you please contact all your neighbours and local post offices, 9/10 times it has just been delivered to neighbours or being held in a postoffice somewhere. If you really can't find it please contact us and we can discuss next steps. 

I haven't received my item...

If it has been over 2 months and you haven't received your item you will eligible for a refund or a replacement ONLY if the tracking hasn't updated for over a month. If the tracking is still moving then we ask you to just be patient. Some of our international destinations can take longer for items to arrive. If the item is showing as delivered you need to contact us to discuss.