Once you place an order from our shops, we aim to dispatch and ship your order within 2-4 working days of being ordered. Our orders (excluding postcards and prints) are posted out as first class, recorded delivery to ensure that we can trace the whereabouts of your order in the unlikely event of an order getting lost. Our priority is to get your order to you as soon as reasonably practicable and we feel this form of delivery via Royal Mail is the safest option which protects us both.
The only exception is for our prints and postcards, which will be sent in the post first class via Royal Mail (untracked) and are dispatched within 2 working days of being ordered.
If you would prefer your order to go to an alternative address, for e.g. your workplace, relative or gift recipient then please ensure you include their address under the "delivery address" tab.
In the very rare event we are unable to dispatch your order within the above timescales, we promise to refund you the postage cost as an apology and will keep you updated of the likely timescale which will never exceed 5 working days. We always hope this does not occur and it will only be in the very rare circumstances that are outside of our control including unforeseen emergencies.
We would always hope that you are happy with your products and services and we strive to provide the very best handmade products, creative makes and events! However, it is extremely important we explain our returns policy to you.
Please ensure you follow the process below. Otherwise, we will not be able to issue a refund/resolve your complaint, where appropriate.
Craft Shop Orders
For all items excluding made to order items, you are entitled to a full refund no matter what the reason provided you contact us by email or Facebook messenger within 5 working days and we receive the returned item in an unused condition within 14 days of receiving your order.
For postcards and prints sent by first class post, it is deemed to be "received" on the second day of being dispatched.
Please note that postage expenses will only be refunded for those items that are found to be unsatisfactory in quality/defective or if dispatched outside the 1-3 working day policy. For all other reasons, such as change of mind, we are more than happy to provide a full refund for any unused items but are unable to cover your postage expense. Kindly bear this in mind.
If you are unhappy with your order: Please send us a photograph of the item either by emailing [email protected] or via Facebook messenger to @naheedssparkle with your comments. If you are unable to submit a photo please give us a call on 07850 247560. If we are unavailable, please leave a voicemail with your full name, order description and contact number. We will review your message within 1 working day and will advise you on the next steps.
We want you to be happy with our customer service, quality of our products and our events so we always welcome your comments and suggestions by email including any complaints.
Please contact us by email and preferably, include your best contact number so that we can reach you promptly to resolve any concerns within 1 working day, where possible. If we require more time to investigate a complaint we will advise you accordingly in 1 working day and of the timescale, which will not exceed 14 days.
We will do our best to resolve your concerns/complaints and to ensure we have resolved the matter fairly and promptly.