F&Q
♡I ship to all Countries (excluding EU AND NORTHERN IRELAND AS OF DECEMBER 2024)
All orders are processed in GBP , please check this
EU AND NORTHERN IRELAND SHIPPING SUSPENDED:
EU and Northern Ireland: NEW DECEMBER 2024 As of 13th December 2024 I am unable to ship to EU and NI due to new GPRS laws which have come into place. This is a EU law which means each product needs a representative in Europe , who can comply with safety regulations. This is extremely costly and therefore like many businesses have suspended shipping here.
Extremely sorry for any inconveniences this causes and thank you for your cooperation and kindness through the years
Rest Of The World: I can ship all my products to you from my store! .
How long will my order take to arrive?
Once shipped , UK orders are sent via royal mail first class delivery.
first class is usually next day however Please allow up to 1-2 weeks.
tracked options are available to UK , please not I cannot cover for first class if you do decide to select this instead of tracked
International: Every order is sent tracked and signed for , to give peace of mind and security
usually 10-12 days but Please allow up to 1-4 weeks
How do I contact you about a custom piece?
if you would like a custom piece not listed in my shop, please feel free to contact me via email:
How do I send you images of my pet for the pet portrait pieces?
If you have purchased one of my custom pet pieces, please email me with your full name and order number so I can easily match your images of your animals with your order :)
Returns?
Due to the handmade nature of my items , returns or refunds are not available.
A refund or replacement will only be made if an item is damaged in transit in which case , I will require photographic evidence of the box and the item in the box to provide to the courier service. Please email sophsdraws@gmail.com with any concerns
Why Have I paid import duty fees?
I am not responsible for the amount you may be charged in import fees once the item arrives in your country. Please look into how much your government charges. These fees are also not paid to me but directly to your government. once the package is posted I am no longer reliable for any charges which may occur.
My Item has not arrived?
If you have waited my current asking time above and your item still hasn’t arrived please pop me an email with your order number and name so we can come to a solution ! :)
What if I am out on day of delivery?
All items are sent tracked via Royal Mail and require signature via UPS if sent overseas to countries such as America specifically for custom orders. If you are NOT IN , I am not responsible for your package. If it is left outside , as I will see this on the delivery notification I am not responsible for your package. Once a package leave me, this is your decision how its delivered, I send them tracked and you as the customer get alive update as to what day its being delivered and a timeslot if its UPS with a text or email to confirm this, so this is your responsibility to be in to take the high value goods in on this day. NO REFUNDS ARE GIVEN IF YOU ARE OUT ON DAY OF DELIVERY AND I SEE IT IS LEFT OUTSIDE YOUR DOOR OR APARTMENT