FAQ

Orders and Shipping

How do I place an order?
Simply select the items you'd like to buy by clicking 'Add to Cart' on our product pages - you can then check out by clicking the 'Cart' button in the top right hand corner of our site.

Do you ship internationally?
We do! You can find our prices on our Shipping Page.

When will my order ship?
Orders are usually shipped within 3-5 business days. You will get a confirmation via email when your package has been sent.

Do you offer registered/tracked shipping?
If you'd like to be able to track your order for peace of mind we offer registered shipping (tracking) for an additional price - you can choose this option at the checkout. Orders over £60 are automatically upgraded to include tracking, free of charge!

How long will it take for my order to arrive?
It depends on where your order is being sent to:
UK: Orders within the UK should arrive within 3-5 business days once shipped.
Europe and Worldwide: Please allow up to 2-3 weeks for your order to arrive.
During the holidays please bear in mind there may be delays due to busy postal services.

What if my order gets lost?
Once it leaves our hands, the responsibility for packages lies with the postal service - we cannot offer you a refund or replacement if your order is lost in the mail. To avoid problems due to lost items, please consider ordering tracking with your shipping as you will receive a code to track your order and see its location online - this means if it gets lost we can send a replacement item for you as the post office will refund us for losing your parcel!

I used the wrong shipping address, can you change it?
If you need to change your address please contact us with your correct one as soon as possible, preferably within 24 hours, and we can change it for you. We cannot change the address of an order if it's already been shipped - if this is the case you'll have to contact the address you've written to see if it arrives, or wait to see if the package is returned to us.
If your order is returned to us we'll notify you by email and you'll have to pay an extra shipping fee to have it re-sent.

I pre-ordered an item, when will I receive it?
The product page will tell you when pre-orders are expected to be shipped, but we will also post updates about the status of pre-orders on our Facebook page. If there are complications or delays we will send out an email to keep everyone informed. If you'd like more info about a pre-order or would like to change your address, you can always contact us with your order number.

I ordered something else alongside a pre-order item, will they be sent together?
If you've ordered a regular item with a pre-order item they'll be shipped together when the pre-order item is in stock. If you need to receive your other item sooner it would be best to order your products separately.

I'd like to send my order as a gift to somebody, would I be able to include a gift message?
Sure, we can do this for you! Feel free to contact us with your order number and the name/message you'd like written and we can include it with the package.



Refunds and Exchanges

Do you offer refunds or exchanges?
Unfortunately we're a very small business so we can't offer you a refund if you don't like the item you receive. We can however offer you an exchange if the item hasn't been used or damaged for something of equal value in our store.
Please note we cannot exchange original or commissioned works of art and sketches, sorry!

How can I exchange an item?
If you wish to exchange your item you must contact us within 14 days of receiving it along with your order number, photos as evidence the item hasn't been damaged, and any other details. You will have to pay for the item to be returned to us and will need to send it back using registered or tracked shipping (to avoid losses in the post), for which we will require the tracking number.
For this reason please make sure you read our product details carefully, especially when ordering clothing.


What if my item arrives damaged or broken?
If your item arrives damaged or broken, please contact us with photos of the damage plus your order number so we can help you out!

What if my item becomes damaged later on?
Most of our products are hand made so please always handle them with care. If your item becomes damaged or broken at a later point you can always contact us with photos and we'll try our best to help you fix it, but we cannot exchange items that have been used.


Art & Events

Where can I find a list of events you'll be attending?
You can find a list of our scheduled events here. New events will be added to the list as they're confirmed. Please note that at certain events we will not have all of our stock with us, so if you're attending and would like something in particular from our store it's best to send us a message and we can make sure to bring it for you.

I'm organising an event with spaces for exhibitors - would you like to be involved?
Sounds fun! Feel free to drop us an email (info@tea-kitty.co.uk) with details and we'll get back to you.

Can I commission you for some artwork?
We often take pencil portrait commissions at events or offer them online via our facebook from time to time, but it depends on our schedule. If you're interested in a commission feel free to contact us and we'll see what we can do!

Can you create custom pieces or designs for me?
At the moment we don't offer custom items, though they may be available in the near future. For a custom work of art or design please refer to our commission question above.


Misc

Can I post about your products on my site/blog?
Of course, we'd love that! Feel free to let us know so we can mention it on our Facebook page!

Can I suggest products I'd like to see from you?
Sure, just send us a message. We're always interested in what customers would like to see and buy from us.

Are your products allergen free?
Any important details such as if the item contains nickel or lead are mentioned on our product pages, but if you can't find the info you're looking for feel free to contact us before ordering. If you're allergic or sensitive to any metals you can replace our chains or other metal findings with your own just to be safe.

I bought a digital colouring pack and would like to post my coloured pictures on my site, is that allowed?
That's fine, as long as you provide a link back to our site and don't sell our designs. Feel free to tag/mention us on social media so we can see your work, we may even feature it on our page!




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