--------------------------------------------------------------------------------
The shipping cost looks disproportionately high at checkout!
Shopify may overcharge shipping on multiple items. I will always refund any extra you pay.
To avoid this, feel free to email info@rachillu.com before ordering - I
can send you a discount code to adjust shipping in advance.
Apologies for the inconvenience, I can't find a better workaround for this at the moment.
--------------------------------------------------------------------------------
I want to get in touch with you about my order
Message me using my Contact Form for any order or shop enquiries. I endeavor to answer all messages within 24 hours (if you message me over the weekend I will get back to you on Monday). Please avoid reaching out via any of my social media platforms as messages often end up in hidden/spam folders.
--------------------------------------------------------------------------------
I'm seeing the whole shop sold out
Shopify displays all items as sold out to customers in countries that I don't ship to. I do my best to offer my products to as many countries as possible, but local laws prohibit me from selling to certain territories. You may wish to visit my Etsy store where I sell to a slightly larger selection of countries.
--------------------------------------------------------------------------------
I'm in the UK, when will my order arrive?
Please account for the processing time on top of the shipping time - my standard processing time is 1-3 business days but certain custom listings can take longer.
I use Royal Mail 2nd class mail; you can expect your item within 4 business days of receiving the dispatch email (however it can occasionally take somewhat longer), or upgrade to 1st class mail (Royal Mail aims for 1-2 business days, or Tracked 24 or 48). If your order is more than ten business days late in arriving please don't hesitate to get in touch with me.
You are also welcome to get in touch in advance of placing an order if you require something more urgently. I may be able to accommodate a faster production and ship date, circumstances depending!
--------------------------------------------------------------------------------
I'm ordering from outside the UK, when will my order arrive?
Please account for the processing time on top of the shipping time - my standard processing time is 1-3 business days but certain custom listings can take longer.
Royal Mail attempts to deliver to most countries within 9-12 business days, but I cannot account for the time a package may spend at customs or be otherwise delayed by the mail carrier. Please contact me via info@rachillu.com if it has not arrived within 6 weeks of the dispatch date.
You are also welcome to get in touch in advance of placing an order if you require something more urgently. I may be able to accommodate a faster production and ship date, circumstances depending. I can offer expedited shipping if you are willing to pay postage costs (message me in advance about this).
--------------------------------------------------------------------------------
Items on screen vs in real life
I do my best to accurately represent how an item looks in my photos regarding colour, but be aware that there may be slight variations to colour on your screen vs. the actual product. Monitors and phone screens tend to have minor variations in the colours they display and I unfortunately cannot account for this difference across all devices. However, if you feel that the colour of something you received is wholly unexpected, please do get in touch.
--------------------------------------------------------------------------------
Resending orders/customer returns
RETURNS: I accept returns; buyers pay for return costs. Contact me within 14 days of receiving your order to arrange a return (30 days if the item is faulty upon receipt). I highly recommend using a tracked method of posting to return an item.
RESENDING: If an item is returned to me due to an insufficient/incorrect address being provided at checkout, or the item has been returned due to it not being collected from the post office/unpaid custom or handling fees - I am happy to resend it with the further postage cost being covered by the buyer. I can otherwise refund the order, minus postage fees.
PLEASE DOUBLE CHECK YOUR SHIPPING ADDRESS AT CHECKOUT, ESPECIALLY IF THIS IS A GIFT BEING SENT DIRECTLY THE RECIPIENT.
--------------------------------------------------------------------------------
Wholesale availability
I offer wholesale on certain items - please see my Google Document Pricing Sheet and get in touch via the contact form to make an enquiry.
--------------------------------------------------------------------------------
When will you make a charity donation following my purchase of a Transgender Cat Mug sticker?
I am currently working on a monthly donation schedule and publish reports on my donations here. Donations are made around the end of the first week of the month after all of my sales stats have been fully collated.
--------------------------------------------------------------------------------
I can't find the answer to my question here
Just get in touch via my Contact Form! I endeavor to answer all enquiries within 24 hours (if you message me over the weekend I will get back to you on Monday).
Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.
