FAQ 'S
I HAVE RECEIVED MY ORDER BUT NO LONGER WANT THIS??
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As all items on our website are bespoke and made to order returning your item may mean that this can not be resold.
We do however try our best to minimise disappointment and may in certain cases be able to offer a refund of 75% on return of the item in its original state, and depending on the item itself. If this is offered you will be required to return the item at your expense and appropriately packaged and wrap to avoid damage.You don't have to return the item in its original packaging, but you do need to make sure it’s packaged in a way that means it doesn’t get damaged and returns in its original state. This will be assessed on its return. Should this return to our workshop damaged, we reserve the right to refuse a full refund should we have reasonable doubt in the return packaging.
Please see below link for further advice regarding returning/refunds on bespoke items.
I HAVE RECEIVED THE WRONG ORDER??
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If you have received the incorrect order, please notify us as soon as possible via email at theheartyartykkuk@hotmail.com. We may provided a postage label for this to be sent to the correct customer however, of this is not required we will arrange collection, pay for return postage of this item at our cost on this occasion and be more than happy to either complete your correct order or refund you 100% of your order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Currently we are only accepting Paypal payments.
CAN I CUSTOMISE AN ITEM?
If you would like to customise an order please ask before placing an order If we can do this we certainly will!.
MY ORDER HASN'T ARRIVED, WHAT SHOULD I DO??
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Please contact us as soon as possible in regards to not receiving your order and we will endeavor to resolve this for you as soon as we can. This may require some investigation before this can be resolved and ask to allow us 7 to 14 days to chase, investigate and start a resolution for this.
MY ORDER HAS ARRIVED DAMAGED/DAMAGED ON DELIVERY??
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All our items are quality controlled twice under cctv before leaving our workshop and can assure you this did not leave the workshop damaged therefore can only assume this has been done during delivery. We will require photographic evidence of all damaged to the item and the packaging. Once we have received this we will arrange collection of the item to be returned to us. On it return to us this will be assessed by the damages team and issue a refund if required. We do reserve the right to refuse any refund should there be reasonable doubt on how the damage was caused. Any damaged accepted by the damages team will be refund to the customer in full, to which we will then reclaim from the courier.
I HAVE PLACED AN ORDER AND CHANGE MY MIND. (WITHIN 48HRS)??
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No problem at all. The customer orders will not be started until the 48hrs cooling off period has passed from the time you placed the order.
This is to purposely allow the customer a 48hrs cooling off period to allow you to cancel the order and received a full refund before production of this has started. After this time frame cancellation or refunds can not be guaranteed.
I HAVE PLACED AN ORDER AND CHANGE MY MIND.( AFTER 48HRS)?
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If we are notified of cancellation of your order after 48hrs, we can not refund the full amount of your order .This is due to the item already being in production. As all items on our website are made to order and bespoke this may leave the item unsalable.
We do how try our best to minimise disappointment and may in certain cases, dependent on the item, we may be able to offer a refund of 75% depending on the item itself.
DO YOU OFFER SAME-DAY DELIVERY?
Currently we do not offer same day delivery unless you are local in the Stoke-on-Trent area and that there is availability to do so.