handcraftedwands' Shop Policies
All wood for my wands is respectfully sourced: I never cut down a tree for the sake of wandmaking - I use branches I find that e.g. the wind has taken down or garden maintenance prunings and similar. Because I use solid branches and twigs for the wands, it means no two wands are the same! See the "About" page for more info.
All wands bought online come with a certificate of authenticity included.
Please see the website http://www.handcrafted-wands.co.uk for more pictures of the wands available here, or to see pictures of wands that I've done in the past.
ACCEPTED METHODS: PayPal. Bank transfers (UK and Sweden ONLY), Payson (Sweden only) or personal cheque (UK only, shipping when it's cleared) could be arranged if need be, but PayPal is preferred.
TAXES: Potential taxes/duties/import fees incurred are to be paid by the customer. (Does not apply within the EU/EEC.) North America is normally okay, but I can't make any guarantees.
INSURANCE AND TRACKING: All items are shipped from the UK. Domestic packages are sent using Royal Mail First Class. International packages are sent using standard Royal Mail Airmail. This service is not tracked in any way. Tracked mail (Royal Mail Airsure® is available to countries, else International Signed For) is available for an additional £6. Please let me know if you want this when you purchase the item(s), and I'll send you a separate PayPal invoice which is to be paid by the customer before the package can be shipped.
MULTIPLE ITEM SHIPPING / BIG ORDERS: If the total shipping cost exceeds £10 when the order is put through, Airsure or International Signed For is included at no additional cost. If it's within the UK, next day delivery (guaranteed by 1pm) will be included.
CUSTOMS: Potential taxes/duties/import fees incurred are to be paid by the customer. (Does not apply within the EU/EEC.) North America is normally okay, but I can't make any guarantees. All parcels shipped outside the EU/EEC have a customs declaration form on them.
RESTRICTIONS: The customer is responsible for checking their country allows imports of wood. (USA and Canada allow it, but others you may need to check before you order. Customs checks do not apply to countries within the EU/EEC.) I take no responsibility for parcels stopped by customs. Countries like Australia and New Zealand operate strict import restrictions on wood and other natural items. Parcels to these countries are more likely to get stuck in customs and incur additional charges payable by the customer. They're particularly finicky about bark, so please note that I won't attempt to ship any wands with bark on Down Under.
PACKAGING: Wands are wrapped in tissue paper and some sort of protective padding (may vary) and put into a poster tube along with invoice and (wands only) certificate of authenticity. If the wand(s) won't fit into a poster tube, I improvise, but always make sure it's securely packaged. Mini wands might be shipped in a padded envelope instead, depending on size and thickness of wand and how far it has to travel.
TIMEFRAME (BEFORE SHIPPING): I get to the post office within 1-3 working days of receiving an order, i.e. Monday to Friday. UK post offices are closed on Sundays and Bank Holidays, and close too early on Saturdays for me to generally have time to get there before they've shut.
TIMEFRAME (AFTER SHIPPING): Once the package has been passed on to Royal Mail, international delivery varies: Europe is normally around 3-5 working days, North America 7-14 working days, but only a day or two within the UK. If you haven't received your order within 20 working days from when you had the shipping notification, please get in touch with your local post office, as they might have the package waiting for you but neglected to tell you. This has happened before!
ON DELIVERY: Please let me know the wand has arrived safely, preferably by using the feedback function if you're happy with your purchase. If the package hasn't arrived or the wand arrived damaged, or anything else, please see the policies on "Refunds and Exchanges" below and get in touch through Etsy Conversations or email info [!at] handcrafted-wands.co.uk before submitting feedback.
Refunds and Exchanges
DAMAGES: Care has been taken with packaging, but as soon as the package is handed over to the mail services, phrases like "Handle with care" and "Do not bend" often seem lose their meaning somehow ... If you find the package to be damaged when you receive it, you should make a complaint there and then to your local postal service. Also, please take a picture of the damage and contact me as soon as you can and I will report it to Royal Mail.
LOSSES: Royal Mail allow up to 20 working days (i.e. Mon-Fri) delivery for packages within Europe, and up to 25 working days for packages to the rest of the world, before they can be reported as lost. This is because it might get stuck in customs or be returned to sender. If you have not received the item within 5 working days (UK), 15 days (Europe) or 20 days (rest of the world), please get in touch with your local post office. They might have received the package but neglected to tell you about it. If you don't contact them, the package will eventually be returned to sender if no one claims it ... despite them never telling you it's there waiting to be picked up. Sounds crazy, but it has actually happened before!
REFUNDS and EXCHANGES: If the package has been lost in transit or the wand broken, I will file for compensation with Royal Mail and issue you a full refund (see "DAMAGES" and "LOSSES" above). If the package was damaged but the wand has not been broken, it may only be a partial refund if the wand itself is still in a good shape, i.e. nothing a little bit of sandpapering won't fix, because I don't consider that to mean that it's unusable or has been destroyed. As the items made are unique, I can't send an identical replacement, of course, but if you prefer an exchange instead of a refund, please look through what else is in store for the same price (additional cost for more expensive items) and let me know, and I'll dispatch that as a replacement.
ITEMS AS DESCRIBED: To the best of my ability, I make the photos representative of the finished article, so you know exactly what you're getting. If there's a crack or something in the wood, I try to show that, for instance. I also try to make the colours similar (at least on my screen) to what it's like in real life. Etsy only allow up to five images per product, but there are generally more to be found if you have a look on the website http://www.handcrafted-wands.co.uk which contains a slideshow of each wand as I usually I take about 7-8 pictures.
Measurements are given so you can get a tape measure or ruler and get an idea of the length and diameter for yourself before you buy. Because of this, refunds or exchanges based on simply "not liking it in real life" will generally not be given outside the UK unless there's a very good reason for it.
I hope, on the other hand, that you're happy with the wand you've received. If there's a problem, please let me know and I'll see what I can do to help.
Additional Policies and FAQs
FEEDBACK: I always submit feedback on buyers (and sellers), because I think it's useful for other buyers/sellers out there. Please consider giving me feedback once you've received your order, as then I know that you've got the package and that you're happy with it. :) Please bear in mind that if you're NOT happy with your order or it has been damaged or lost, instead of just giving negative feedback without giving me a chance to respond, please CONTACT ME FIRST (Etsy Conversations or email info [!at] handcrafted-wands.co.uk), as we might be able to solve the problem to your satisfaction.
CUSTOMISATIONS: If you want additional "engravings" on a wand (name, initials, date, runes or symbols - just show me a picture), I can do that at no extra cost - OILED WANDS ONLY (i.e. not the lacquered ones). It might cause a delay in shipping, so if it's urgent, please put the order through before 15:00/3pm British time (GMT in winter, GMT+1 in summer) or else your order will NOT be ready to ship the next day! I do NOT offer custom carvings, as we'd both be disappointed by the outcome. Most, if not all, wands can of course also be customised by yourself - if you want to paint, laquer, sand down and redecorate, feel free to do so. It's your wand, after all. :) If you do, I'd love to see the result - please send me a picture!
ALCHEMY and REQUESTS: As I whittle my wands, I am unable to provide turned wands. It's not within my current ability to make Pottermore or official Harry Potter franchise replica wands, but there are other wandmakers out there who do. If you simply want a wand from a particular wood but not one of the wands listed, as long as I have the wood in stock, I'll see what I can do. See http://www.handcrafted-wands.co.uk/p/got-wood.html
WEBSITE & BLOG: See the Wandmaker's blog and the whole collection (all wands ever made, past and present) at http://www.handcrafted-wands.co.uk
The Wandmaker is Sofia Meaden and can be contacted on info [!at] handcrafted-wands.co.uk
You can also find me on Twitter (@handmadewands) and Facebook (Thornfield Handcrafted Wands).
I will not state my physical address openly for privacy AND security purposes, as I don't want my home address publicly available on the internet, which I'm sure you can sympathise with. However, should you feel the need to know, the details are available by request if you live within the UK/EU. Customers who make a purchase will of course find a physical address on the receipt regardless. :)
Last Updated April 26, 2013