FAQS

Orders & Payments

 

I think I’ve given the wrong postal address for my order?

 

Unfortunately we cannot accept responsibility for any incorrect address details given however we are happy to amend them if you can contact us prior to your order being dispatched. Please contact us via our contact page here or ping us an email at hello@amyillustrates.co.uk and we will do our best to accommodate.

 

What if I need my order for a specific date?

 

We aim to send out our orders within three working days of receiving payment, however we will do our best to accommodate where possible. Please note that whilst we will try and meet your requests, we are not held responsible should the order not arrive on the date anticipated. For busier times of the year (Mother's day, Valentines, Christmas etc) we strongly recommend allowing a reasonable timeframe to receive your order on time.

 

What payment types are accepted?

 

We accept Visa, Mastercard, American Express, VPay, and Maestro debit and credit cards. We also accept PayPal and ClearPay (pay later).

My product hasn’t yet arrived?

 

For UK orders, please allow up to 10 working days to receive your item.  If you have not received it by this time, please get in touch with us and we will be happy to look into this for you. 

 

For international orders (particularly for US customers), please allow up to 30 working days to receive your order. If you have not received your order by this time, please get in touch with us and we will be happy to look into this for you.

 

My product has arrived and is damaged?

 

Please let us know as soon as possible (either via our contact page here or email us at hello@amyillustrates.co.uk ) and we will be happy to sort this out for you.

 

Can I cancel an order?

 

If we have not yet dispatched your order, please get in touch with us via our contact page here or ping us an email at hello@amyillustrates.co.uk and we will cancel your order. If your order has already been dispatched, we cannot cancel the order but you can request a refund once the item has been received (please see Shipping & Returns below).

Shipping & Returns

 

How are orders dispatched?

All orders placed via our website are dispatched via Royal Mail. For UK orders we also offer Guaranteed Special Next Day Delivery before 1pm (please note this is subject to the time of day that the order is posted and may be delayed if dispatched on a weekend or bank holiday). 

 

What is the estimated dispatch time for my order?

 

We aim to dispatch your order within three working days of receiving payment. During busier times of the year (Mother’s Day, Valentines, Christmas etc), please bear in mind there may be a minor delay with dispatch times.

 

Can I return my order?

 

If you would like to return an order, please email us via hello@amyillustrates.co.uk or using our contact form here within 28 days from the dispatch date. Please note for us to provide you with a refund the item must not be opened, used, or damaged, with all original packaging intact. If we are not satisfied that the item is returned in its original condition, we reserve the right to reject your return request. Please note buyers are responsible for any postage and return costs incurred for returns.

How do I return my item?

 

Please get in touch with us first before attempting any form of return- we would love your feedback on how we can improve our products and service. If you have any queries about how to complete a return, we are also happy to advise  where possible.

My Account

 

Are my personal details kept safe?

 

We endeavour to protect and handle your Personal Information appropriately and lawfully. For full details, please check out our Privacy Policy here.

other questions... 

 

When are out of stock products due to come back?

 

Greetings cards may be restocked within a two week period (subject to demand). If a product is currently not available, drop us a message and we will be happy to give you more details about when they will be back in stock.

 

What are your environmental ethics when producing & sending products? 

 

All of our cards are produced using FSC Certified paper which is sourced from sustainable forests and are paired with recycled Kraft envelopes. We have also gone naked (yep... you heard that correctly!) This means that we do not use plastic cellophanes to wrap our cards- instead our cards are sealed with a peelable branded sticker to hold the goods in place. We post our products in padded recyclable envelopes to keep your order protected during transit.

We also now offer an optional free handwritten service where we can write your message for you and send the card straight to the recipient. This will cut the card's journey in half and reduce unnecessary carbon footprints where possible- also convenient and a time saver for you!

I still have a question that isn’t listed above!

 

Ask away! Drop us an email at hello@amyillustrates.co.uk or get in touch via our contact form here.

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Images @ Laura Martha Photography 2021