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Policy & Shipping

SHIPPING

 

shareAll of our designs are sent to you in one of our handmade bespoke hat boxes, wrapped in acid free tissue to keep your design looking sparkly and new, always. All of our designs are handmade especially for you by Ursula and thus come with a certificate of authenticity which is wax sealed and signed.

As all of our designs are made to order your purchase will be despatched within 4 weeks of your order being placed. However bespoke orders may take a little longer, an estimated delivery date will be emailed to you once your order is placed.

All orders made from Canada and the U.S have free shipping using Canada Post tracked service. All other countries have a flat rate of $50.00.

If your delivery is for a wedding or a special occasion it is essential that you advise us of your date or other important deadlines such as a trial with a hairdresser or a dress fitting. That way we can prioritize your order.

Please order leaving at least 4-6 weeks from order to delivery, if you cannot wait this long can you please CONTACT Ursula and she will let you know if she can work with your timescale.

Our tracked service requires a signature on delivery. Within Canada and the U.S. Your package will arrive within 5 business days from dispatch, for all other countries a little longer and you will be advised on the time via an email from us upon receiving your order.
If you would like us to use a different method of delivery for example a courier then please email Ursula with your request and she will advise you on the cost.

We will make every effort to make sure you receive your design on time and in perfect condition. Our aim is to make your purchase of one of our designs as easy and stress free as possible and to add to the whole wonderful experience of buying a bespoke piece of beauty.

 

PRODUCT QUALITY

 

All of our products are handmade to order using only the finest quality materials, and because they are handcrafted slight variations in the pieces can occur.  Colours of materials shown on our website may also vary slightly due to photographic reproduction or differences in computer monitors.  Ursula checks all of the pieces before they are shipped to check that they are leaving us in perfect condition.  However if any pieces are damaged in transit then the item can be returned to us as detailed in our return policy section.

Each design has its own description of materials used to create the piece on its individual page, but if you are unsure about anything then please contact Ursula.

All of our designs are of a very delicate nature and should be handled carefully, it is recommended to pick the piece up by its base if possible and to avoid handling the stones and pearls on the design. Storing them in the handmade box that will come with your design is the best way to store them to avoid the pieces getting damaged in any way.

 

PAYMENT

 

We accept payment for our online store using PayPal which is a safe, reliable and quick way to make payments over the internet.  If you prefer a Direct Bank Deposit can also be made and the details needed are at our checkout page.

If you do not wish to use either of these methods them please call us on 1 902 402 4192 or email us at ursulawildy@hotmail.com to arrange some other method of payment.

We will email you to confirm your order and only when payment in full is made will we proceed with making your design.  Please allow between 4-6 weeks for delivery of your piece as each design is made to order by Ursula, and to allow time for delivery of materials as they are delivered from all over the globe.  If for any reason you need your piece earlier than this ,then again please contact Ursula to see if it is at all possible to work in your timescale.

 

 

RETURN POLICY

 

We sincerely hope that you love your new purchase but if your item is found to be faulty then please return it to us, with its original packaging and wrapped appropriately within 7 days of receipt of your order.  As all of our designs are handmade to order we are unable to return any items that are not faulty.  Should you change your mind on a design or prefer an alternative then please contact us before returning your item.  We will try our best to help but cannot guarantee a refund.  (this does not affect your statutory rights)

Items being returned must be in their original condition and in their original packaging, we will issue a full refund within 28 days of receipt of the item by us.

We are unable to accept items that have been worn or that are simply unwanted.

In addition please note that any bespoke designs which have been tailored to your individual specifications are non-refundable unless they are faulty.  In this case we will replace the item with an exact replica of the design.

Unfortunately we are unable to offer an exchange service.  If you wish to order a different design then a new order will need to be placed.

For your own protection we strongly recommend that any returns are made using a tracked postal service that insures you for the amount of the item being returned.  We cannot take any responsibility for items that are not delivered back to us.

Lastly, we reserve the right to reject a refund if we feel that there has been an inappropriate use of our returns policy.

 

PRIVACY

 

We understand that our customers value their privacy and we therefore act responsibly to protect that privacy.  We confirm that the personal information requested from you either for the purpose of processing your order or for the return of information to you via email is never provided to a third party without your permission.

All credit card transactions are completed via PayPal so therefore we never see your personal credit card details.  We only ever ask for information in order to ensure your purchases arrive at the correct address.