Delivery

Delivery Information

  • Delivery costs and timeframes can be seen at checkout.
  • Standard Shipping will be dispatched with Royal Mail 1st Class Signed For for UK orders and Royal Mail 1st Class International Tracked for International orders.
  • Tracking information is sent for all product orders on dispatch of your items.
  • Orders placed after 2pm are not guaranteed to be shipped same say, this includes orders purchased with Courier and Next Day shipping options.
  • Orders places while our studio is closed will not be dispatched until the next available working day. 
  • Orders must be placed to a home or business address. Orders should not be places to PO boxes or third party shipping companies. In the case this is not followed Hand & Lock are not responsible for any loss, damage or additional costs incurred.
  • Please insure to check the correct shipping details are provided, if there is a mistake with the address the customer will be responsible for a reshipping fee once the package is returned to Hand & Lock 
  • If you are having issues with your delivery please use the tracking provided and contact the appropriate shipping company. If you are still in need of help with your order after this please contact us at enquiries@handembroidery.com 

 

Delivery Costs

  • Customers are responsible for covering any customs charges when ordering internationally. 
  • Hand & Lock will provide tracking information for all deliveries but cannot be responsible for the loss or damage of product after dispatch. Any issues should be raised with the appropriate shipping to locate the goods purchased and are liable for any losses.
  • Shipping charges incurred in connection to the return of a product are non refundable, this includes the original shipping charge. See more about return of goods below.   

 

Returns And Refunds Policy

Products purchased in store or through our website can be returned within 30 days of the original purchase.

You will be able to exchange or refund your item(s) as long as the item is not used and is returned with all of the original packaging. 

To be eligible for a return you must ensure,

  • Your order was places in the last 30 days
  • Your item is still in it's original packaging
  • The product has not been used or damaged
  • You can provide a receipt or proof of purchase

Products that do not meet this criteria will not be eligible for return.

To return your order please first contact us at enquiries@handembroidery.com and someone will be in touch to help you

 

Non Refundable Items

The following items are non refundable, 

  • Cut laces, braids, fringe, trims and cords
  • All classes, diploma courses and tours
  • Event tickets such as The Prize Exhibition cannot be refunded after the event, you will need to provide notice of this several days before the event date.
  • Sale items
  • Bundle items, if returning part of a bundle you will forfeit the discount provided for purchasing as a bundle
  • Embroidery materials such as bullions and threads
  • Bespoke or semi bespoke items 

 

Damaged Items

If you have received your product and there is any damage please let us know immediately and provide images of the damage and someone will be in touch to help you. Email us at, enquiries@handembroidery.com