The Olivia Bag - White Mini Crossbody Bag

Frequently Asked Questions

TRACKING AN ITEM

If you wish for your order to be sent tracked, please upgrade your shipping at the checkout. You can then track your order here: https://www.royalmail.com/track-your-item

SHIPPING

1. Shipping times are an approximate due to holidays, customs and weather. STUDIO TEW is unable to guarantee an exact delivery day because of this.
2. If you require your order quicker than what is stated on the listing, please contact me for a quote and estimated delivery time.
3. I ship all items via Royal Mail. Orders dispatched within the UK are sent via 1st class post (unless you upgrade your delivery to Special Delivery)
All orders shipped outside of the UK are shipped via Tracked Delivery.

MY WORKING HOURS

I work Monday to Friday, 9am until 5pm. I aim to reply to all emails within 24 hours, please take into consideration different time zones and holidays etc.

DELIVERY ADDRESS

Please ensure that the correct & full delivery address is given at the checkout.
STUDIO TEW is not responsible if an item gets sent to the wrong address.
Please contact me ASAP if the address needs to be changed.

PROCESSING TIME

All items are made and dispatched within 1-3 working days except for aprons which are shipped in 3-5 working days.

SCREEN COLOURS & VARIATIONS

I do my best to ensure my photos are a true representation of colour, but due to different phone/computer/iPad screens colours can vary from screen to screen. Please bare this in mind when ordering.

RETURNS

Personalised items CAN NOT be returned.
None personalised item's CAN be returned.
Clearance items can not be returned. Please refer to each listing regarding the returns policy.
The buyer is responsible for the return postage costs.
Postage paid when placing the order is NOT refunded.

Refunds are processed once the item has been received back.
All returned item's must be in original, unused condition & returned within 14 days (extra time is allowed for orders outside of the UK)

FAULTY ITEMS
If on the rare occasion your order develops a fault, please contact me.
Faults are covered up to 6 weeks after the purchase date.

NEED HELP WITH AN ORDER?

Not a problem! Send me a message and I shall do my best to help/resolve any queries you have.
I aim to reply to all emails within 24 hours. Please allow for different time zones & weekends etc
Please note I DO NOT tolerate rudeness.

LEAVING FEEDBACK

Feedback is hugely important to me & my shop & other small business' alike.
This is not a side line job for me, this is my full time job and my sole income..it's what feeds my children and keeps a roof over my head, & we all know how damaging bad feedback can be. If you have a question regarding your order, PLEASE contact me before leaving negative feedback as 99% of the time I can resolve any issues. I always want my customers to be happy with their purchase.
AT THE SAME TIME..if you love your order please leave 5 star feedback :)

Etsy's Purchase Protection Programme

FROM ETSY
"On the rare occasion that something goes wrong during the buying process, we’re here to help. Etsy’s Purchase Protection programme allows you to shop confidently knowing you'll receive a full refund for qualifying orders when your item:

Doesn’t arrive
Arrives damaged
Differs significantly from the item description or photos (for example, the wrong material or colour)

All cases that are opened on Etsy are taken seriously, and are reviewed carefully by our case team to ensure the right decision is made. We understand that even the most experienced sellers can have unexpected issues from time to time, which is why Etsy's Purchase Protection programme is in place to help sellers with qualifying orders."