FAQ

FAQ and Terms & Conditions 

 

PERSONALISED ITEMS

With all items being personalised, I want to make sure everything is perfect for you. So waiting time is between 1-2 weeks. Please make sure you have correct spelling as I am unable to offer refunds on personalised items. If after placing the order you find that you have any amendments please email with 24 hours of your purchase after this no changes can be made. 

ORDER PROCESSING 

Any special requirements will require discussion before purchase, Your order will be shipped via royal mail within 1-2 weeks please take into consideration in busy times of year, such as Christmas. 

STANDARD SHIPPING

Standard Shipping is 2nd Class recorded for orders over £45.00, all other items are sent 1st class large letter or 2nd class small parcel.

Option to upgrade to 1st Class recorded is available

ABOUT YOUR ITEM

With items ordered online, I make every effort to ensure the colour of your item is displayed accurately. Sometimes you may find that the shade displayed may vary from your visual monitor.

All the beautiful products I personalise are hand stamped/printed by me in my studio and you may notice the position and finish of the embossing may vary from item to item, each item is unique for you. 

EMBOSSING 

Embossing is hot foil pressed onto your leather bags in silver or gold. You will find that certain bags are offered with blind emboss ( the letters pressed without using foil) Please be advised this is a very subtle option.

Due to the surface of the products, small breaks may appear in the foil embossing.

RETURNS

I unable to accept returns due to the items being personalised and unique to you. All items are quality checked before they arrive to you but If you find that you have a fault with your bag/item please contact me within 7 days with a brief description of the fault and photo if possible via email hello@oliviaandgray.co.uk. 

Returns label will be emailed or posted to you to send back and I will endeavour to repair or replace once item has been shipped back.

NON PERSONALISED RETURNS

If upon delivery you change your mind and wish to return you non personalised item I will be happy to offer a full refund once the item has posted back and received within 14 days.

PAYMENT 

Pay pal, Credit/Debit card, Klarna payments accepted.

Registered business Address: 2 Pickwick Avenue, Chelmsford, CM1 4UN