Shipping & Returns

Shipping Information

Because every item is handcrafted especially for you as soon as your order is placed, our shipping process involves two distinct steps: Production Time and Delivery Time.

1. Production Time (Made-to-Order)

  • Timeframe: Please allow 1 to 2 weeks (7-14 business days) for your order to be carefully made, finished, and packaged.

  • Why the wait? As a small, home-run business, we take pride in the quality and attention to detail put into every piece. This time ensures your item is perfect before it leaves our hands.

2. UK Delivery & Shipping Method

  • Carrier: We ship all orders within the UK using Royal Mail.

  • Dispatch: Once your item is complete, it is dispatched promptly.

  • Tracking:

    • Our Standard Shipping option does not include tracking.

    • If you require tracking and real-time updates for your order, please be sure to select a Tracked, Signed, or Express option at checkout.

  • Delivery Estimates (After Dispatch):

    • UK Standard: Usually 2-4 business days.

    • UK Tracked/Express: Delivery times vary based on the service selected at checkout.

3. International Shipping & Customs

We are happy to ship our handmade items worldwide!

  • Delivery Estimates (After Dispatch):

    • Europe (non-UK): 1-3 weeks.

    • USA & Canada: 2-4 weeks.

    • Rest of World: 3-6 weeks.

    • Note: These are estimates only. Delivery times can be extended due to customs processing in the destination country.

Crucial Note on Duties & Taxes:

The recipient (customer) is responsible for all Customs Duties, Import Taxes, VAT (Value Added Tax), Sales Tax, and any handling fees charged by their country's customs agency or local postal service. These charges are not included in your item price or shipping cost paid to us. We are legally required to declare the full value of the goods on all customs forms.

 

 

Returns & Exchanges

Your satisfaction is our top priority! This policy aligns with the UK Consumer Contracts Regulations and Consumer Rights Act.

1. Right to Cancel (Change of Mind Returns)

You have a legal right to cancel your order within 14 days of delivery.

  • Eligibility: We accept returns and exchanges on unworn, unused items in their original condition and packaging.

  • Cancellation Window: You must notify us of your decision to cancel or return the item within 14 days of the delivery date.

  • Return Window: Once you have notified us, you have a further 14 days to send the item back.

  • Refund: For change-of-mind returns, we will issue a full refund for the item cost plus the cost of our standard shipping option (if applicable). Any express or premium shipping fees paid will not be refunded. The refund will be processed within 14 days of receiving the goods back or receiving proof of postage.

  • Return Shipping Cost: The customer is responsible for the cost of return shipping for change-of-mind returns. We recommend using a tracked service.

2. Items Not Eligible for Return (Legal Exemption)

Due to the custom nature of our process, we cannot accept returns or exchanges for:

  • Custom or Personalised Items: Any item made specifically to your unique specifications (e.g., specific names, dates, custom measurements, or unique features not offered as standard).

  • Sale or Clearance Items.

3. Damaged, Faulty, or Not as Described Items

If your item arrives damaged, is faulty, or is not as described, you are entitled to a remedy under the Consumer Rights Act 2015.

  • Reporting: Please contact us within 7 days of delivery with your order number and clear photographic evidence of the fault or damage.

  • Return Shipping Cost: If the item is confirmed to be faulty, we will cover the reasonable cost of return shipping.

4. Important Note for International Returns

  • If you refuse to pay customs fees and the parcel is returned to us, we will process a refund for the item cost only, minus the original shipping fee and any return fees charged to us.

  • When returning an item from outside the UK, the parcel must be clearly marked on the customs declaration as "Returned Goods – Cancellation" to avoid being charged UK customs fees upon arrival. If we incur import fees on a return due to incorrect customs declaration, these fees will be deducted from your refund.

 

 

Any Questions?

Please don't hesitate to reach out to us at thedevanastore@gmail.com if you have any questions before placing an order!