Please take your time to familiarise yourself with our shop policies concerning processing, shipping and returns. If your question is not answered here then please do contact us either via our contact page or directly by telephone so we can answer any questions that you may have.
Our processing times for cards and most prints are 1 - 3 business days however, the process time is noted on each individual product. Some frames may take longer than this due to the personalisation and complexity of the product so please allow for this if the item is required for a specific date.
Processing time for Wedding Stationery is much more expedited due to the personalised nature of this item and is usually 4 - 6 weeks turnaround unless agreed otherwise but this will be discussed at the point of ordering
All our products are sent via Royal Mail or ParcelForce for larger items and we work in conjunction with the Royal Mail Shipping times stated in their policies and procedures so this may give you further clarity in relation to any queries you have also.
Royal Mail states that a product is not considered 'lost' until the following times have elapsed:
UK - 10 days
Europe - 20 days
USA - 25 days
However, when posting Internationally, this can take up to 6 weeks due to customs (this is not considered usual but it can happen)
All orders posted to the UK are sent Royal Mail First Class Unrecorded (apart from Frames which are posted Royal Mail Signed for 2nd Class) unless requested otherwise and is inclusive in the product price.
These should arrive within 2 - 5 working days.
Please allow 10 days before contacting us if you have not received your item as Royal Mail stipulates that nothing is considered 'lost' until that time frame has elapsed.
Orders posted to Internationally are charged postage costs respective to the weight and dimensions of the item purchased.
Items posted outside of the UK are not tracked and are posted Royal Mail International Standard (unless tracking is requested or the item is a Frame and then Tracked Postage is automatically required) and although Royal Mail dictates 5-7 days, this can take up to 6 weeks due to Customs so please bear this on mind when ordering if this item is required for a specific date.
Any customs charges incurred are the sole responsibility of the customer, and the onus is on the customer to check any relevant customs charges, tax or duty, which may be payable in their own country before placing an order. By placing an order you are agreeing to this policy.
Refunds & Returns
Due to the personalised nature of the majority of our products, we are unable to accept returns that are personalised as these are specifically custom made. This is due to the fact that these cannot be resold if they are returned.
Some personalised items may require the client to be sent a PDF for checking to ensure all elements, such as details, descriptions, wording and names, are accurate and precise. It is the FULL responsibility of the client to ensure they check all PDF's thoroughly and inform QuaintlyKate of any errors so this can be addressed.
If the client fails to check PDF's correctly and notices an error after printing or after delivery has taken place, QuaintlyKate will not be held liable. Any rectification will then be charged at full rate to the client.
However, we want our customers to be delighted with their purchase so if your purchase isn't to your liking for any reason, please contact us within 3 days of receipt of your product(s)
If your purchase arrives and it is damaged, please take photographic evidence of this and contact us within 3 days of receipt of item(s) so we can advise on how to proceed.
3:REFUNDS & RETURNS