FAQ's

FAQ

I DON'T HAVE A PAYPAL ACCOUNT, CAN I STILL PURCHASE FROM YOU?

Yes you can! You don't need a paypal account to purchase from us. Simply click the paypal button at checkout and it will ask you to either log in to your paypal account or enter your card details. Yey! It's super easy and very secure!

DO YOU SHIP TO MY COUNTRY?

We are based in the UK but ship to many countries around the world. 

HOW DO I KNOW IF YOU'VE RECEIVED MY ORDER?

Once your order has been pleaced you will receive an email detailing your order. If this does not appear please check those pesky junk and spam folders as sometimes they could be hiding in there!

WHAT IS A GROUP OF HEDGEHOGS CALLED?

A prickle! (Officially it is an Array but we much prefer prickle)

WHEN WILL YOU DESPATCH MY ORDER?

We aim to despatch all your orders as soon as possible. However here are our timescales for each item

Greeting cards - despatched within 1-2 working days

Mugs/egg cups - despatched within 3-5 working days

Homeware/decorative items - despatched within 1-3 working days

For more delivery information click here. **Please note that despatch time is not delivery time.

WHAT IS YOU RETURNS POLICY?

We offer a 14 day returns policy. Sadly any item that has been personalised/made to order/bespoke requests are non returnable. Click here to view our full returns policy.

CAN YOU PERSONALISE ITEMS?

Yes!Absolutley. It's what we do! The majority of our items can be personalised...such as greeting cards, Mugs, Notebook, Egg cups, Wooden signs, Wooden items. If you have any questions for bespoke orders or personalising please drop me a message on our say hello page and i'll only be too happy to help.

WHAT ARE THE WORDS TO THE SPANICH NATIONAL ANTHEM?

There are no words!

I NEED A CARD FOR MY FRIENDS, MUMS DOG, CAN YOU MAKE ONE FOR ME?

Yes of course! If you would like a card making with your own wording please drop me a message on the say hello page and i'll be happy to help. I won't however copy another design so please don't send photographs requesting us to replicate.

DO YOU HAVE A SHOP I CAN VISIT?

Sadly at this time we don't have a bricks and mortar shop. We do however stock some lovely shops. Click here to see where you can get Handmadebyswans Goodies.

You can also visit one of our upcoming craft fairs if it's local to you! Click here to find out where we will be.

I HAVE SEEN AN ITEM ON YOUR SOCIAL MEDIA BUT CAN'T FIND IT ON THE WEBSITE?

Oh no! Well that's rubbish...The item may be out of stock or may need updating by us. Please drop me a message on the say hello page and i'll look into this for you.

I'VE FORGOTTEN MY LOG IN DETAILS, WHAT DO I DO?

Your log in is your email address that you used to register. There is also a link underneath the account log on to reset your password if you've forgotten the deets! If you're still having probelms logging in please drop me a message here.

WHERE CAN I LEAVE YOU A REVIEW?

HERE!

We love to hear feedback and reviews of your items and experience shopping with us. Whether they are Good or bad...or middle-in. Reviews help us to either keep up our good work or to improve our service to you.

We also love to see your snaps! If you are a social media whizz please snap and tag us in your photos. @handmadebyswans

HOW SAFE ARE MY PERSONAL DETAILS?

VERY.SUPER SAFE. We take online security very seriously here at Swans HQ. When you place an order via the Handmadebyswans website, the checkout will take you to paypal to make the payment. This is a super awesome secure website that encrypts everything so no one can access your details. When you reach the paypal page you will notice a green padlock next to the website address showing it is secure. Handmadebyswans cannot see or save any of your debit/credit card information. We only se your address, phone number or email address to ship your items or to get in touch with any problems. We never ever use this information for anything else and pass them on to third parties. For more information on paypal security please visit their website. www.paypal.com (remember you don't need a Paypal account to shop with us)

HOW DO I ADD A PROMOTIONAL CODE TO MY ORDER?

If you have a snazzy discount code, there is a box at the checkout section to enter the info. It will then automatically discount the order. If you have a code and it's not working please let me know on the the say hello page and i'll look into it for you.

CAN I CANCEL MY ORDER?

Yes you can (although this would make us sad)

Cancellations must be requested as soon as possible. We aim to make and despatch your items as soon as we can. If your order has already been despatched we are unable to cancel the order and the item would need to be returned to receive a refund - Please see our returns policy

If you have requested personalised or bespoke items we are unable to cancel the order or make any changes if we have already started to make or have despatched your order.

MY ITEM HAS ARRIVED DAMAGED, WHAT SHOULD I DO?

Curse! Only kidding...If your item has been damaged on it's journey you can get in touch with us here on the Say Hello Page and we'll be happy to set that right.

MY DELIVERY HASN'T ARRIVED IN THE TIMESCALE YOU ADVERTISED...

In the unlikely event that you don't receive your order we will certainly help locate your parcel, please send us a message here.

For our current despatch and delivery timescales please check here.

If you've ordered an item to big for your letter box please check that a card hasn't been left detailing that an attempted delivery has been made. Your item may be at the local Post Office or with a neighbour. We put our faith in to the lovely Royal mail postmen and women to deliver your items to you in the time they specify for the service we pay for. However at busy times there may be slight delays. 

WHAT COLOUR IS HIPPO MILK?

Pink!

WHY SHOULD I SHOP WITH HANDMADEBYSWANS?

Because we are awesome and we love you!

No seriously... 

We work really hard to bring you a wide range of delightful products and gifts and by purchsing one of our items you will be supporting a small business. And by supporting a small business this will make you awesome! You see, every single sale we make is a huge high five for us. It means we are doing something right, That you like something we have made enough to part with your hard earned pennies and this makes us do a little jig. You will make us jig! We aim to deliver a high customer service and high quality products so that we can continue to do the job we love! If we sent you something rubbish we wouldn't be in business very long and that would suck! We love to make people happy and when we get reviews stating we have done that it means the world!

Also....you can do it at home in your pyjamas with a glass of vino in hand! Although not illegal,it is frowned upon to stroll around the shops in your onesie swigging from a bottle of wine!

Plus..there are no queues and no crowds! enough said!

We also provide you with a personalised service.. if you've got a pal or relative with a name that doesnt seem to appear on any of the vast retail items out there then we can help you out! We can add their name to our items giving you a gift that they will LOVE to receive! 

Forgotten someone's birthday? Never fear... we are here to look after you! We can make, personalise and post a card direct to the recipient for you...making you look like the most organised relative person ever!

 

NOTE ABOUT PERSONALISED ORDERS..

We love doing your personalised orders. It makes us super happy. But please do remember to check, double check and check again the details you send us to make your personalised item. We will copy and paste the wording you supply, exactly, to create the design for you. We are unable to refund any bespoke order due to incorrect spellings at the time of ordering.

FREE POSTAGE ON GREETING CARDS OUTSIDE THE UK.

Sadly at this time we only offer free postage to UK residents.

 

I HAVE A QUESTION YOU HAVEN'T ANSWERED HERE...

Oh Gosh... Please bob me a quick message here and i'll get back to you as soon as i can.