FAQ
I am trying to order but my country isn't available at checkout?
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I'm sad to say that due to new GPSR rules and regulations, I am now unable to ship to Northern Ireland and countries within the European Union. I am working to find a solution in the hope that I can continue shipping to NI and the EU again in the near future.
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If your country is not available at checkout and is NOT part of the European Union then please contact me where I can make your country available to order.
I have ordered internationally and my order has not arrived yet?
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Orders sent internationally can take anywhere between 2 - 8 weeks. Only after 8 weeks have past is when I am able to put in a claim with Royal Mail for a lost parcel. I really do appreciate and thank you for your patience when waiting for your order.
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Do you have a tracking number for my order?
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Tracking numbers are only available if Tracked Shipping is purchased at checkout, your tracking number will be sent to you with your order dispatch email.
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If you have selected Untracked shipping at checkout then this delivery service is NOT tracked and I will not have a tracking number to send you.
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Royal Mail UK 1st Class delivery is NOT tracked.
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Do you know where my order is?
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Once your parcel has been handed over to Royal Mail, it is out of my control as to where your order is. Though, if you have purchased tracked shipping, you will receive a tracking number to get updates on the parcels journey through the postal system.
My tracking doesn't seem to have updated in a while, what does this mean?
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If your tracking shows that your order is 'In Transit', this just means it is heading overseas and is on it's way to you. The 'In Transit' notification can be showing for a quite few weeks and this is totally normal.
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On the very rare occurrence that your tracking has not updated at all, I have been told by Royal Mail that often due to busy holiday periods, it sometimes happens where a tracked item has forgotten to be scanned at a certain point of it's journey and therefore has not updated for you. Please don't worry, it is extremely likely your order is still on it's way to you and is not stuck anywhere.
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Will I get a refund or replacement if my order gets lost in the mail?
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If your order does not arrive within the delivery time frame, I am happy to offer you a refund or replacement - whichever you'd prefer!
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What happens if my order has been returned to the senders address?
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Don't panic if your order has been sent back to me, I will always contact you via email as soon as it arrives back to me and give you the choice of resending or refunding your order.
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Please note:​ If your order has already been sent out and then returned back to me, you will be refunded the cost of the product/s only, the shipping fee's are non-refundable as this service has already been purchased and applied to your order.
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Mostly when an order is returned to me it is due to the address being incorrect, therefore, it's important to check the name & address is correct when placing your order.​
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How can I contact you about my order?
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I am more than happy to help if you have any queries or questions regarding your order. You can either use the contact form on my website or email me directly at gmosleydesign@gmail.com
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