PENCILANDPRESS

Please see individual listings for information on delivery timescales. If your order has not been delivered within the estimated delivery timescale please contact Cassie via Etsy message. All parcels are sent via non-tracked service (unless otherwise stated or agreed) and location of parcels and whereabouts cannot be provided by Cassie. For UK deliveries 10 working days will need to pass from the due date of delivery in order to claim the parcel as lost and 25 working days for international deliveries in which case the courier service will carry out an investigation to resolve the matter.

All items are personalised and custom made for each order placed and returns cannot be accepted once these items have been created. A replacement or refund will only be given if the item is defective or damaged upon delivery - please report any issues within 48 hours of delivery. I will require photographs of the damage in order to use this as evidence for any claims made with the courier services. Returns will be made at the cost of the buyer unless goods are faulty and proof of this can be provided.

Unfortunately the delivery address can not be altered by the seller which is why it is important to provide the correct address when placing your order. You can request to cancel your order by message and re-order with the correct address, however please ensure that this is done so within 2 hours of purchase.