Shipping policy

Dispatch:

All orders will be dispatched within 2 days (Mon-Fri) occasionally this time will be slightly longer.. Any orders placed after 11am on a Friday or on a weekend will go on Monday.

If you require immediate dispatch please get in contact via hello@lemonpepperstudio.com


Delivery Times are below and subject to change. 

 

UK 1st : 1-2 days from dispatch 

UK 2nd : 2-4 days from dispatch 

International Tracked: Dependant on location it is taking up to 3weeks for orders to arrive.

 

We will post the goods within your order to an address that you specify for delivery. It is important that this address is accurate and includes building names or numbers where needed. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). 

We aim to deliver the goods by the date quoted for delivery but this is not guaranteed. Please understand that once your order has left the studio it is out of our control and therefore we cannot claim responsibility of delayed or late packages via postal services. 

 

All International orders are sent via Tracked Shipping

Sadly the cost of shipping is at a premium at the moment and is something I have tried my best to keep down. However, I believe in being honest about the postage costs and not providing a cheaper service by hiding it in the cost of the kits or products. What you pay for the kits and other items is the actual value of them rather than an inflated price to make the shipping look cheaper. 

Why don't I send items International Standard?

This way with Tracked shipping you can track your parcel door to door and it is much quicker. Standard international shipping can take a lot longer and if your parcel is lost there is no way of claiming or finding out where it is. Yes it is more expensive but only marginally and it is much more reliable! 

All Original Artworks are sent with additional insurance. 

 

What to do if your order hasn’t arrived?

In any event if your goods are delayed beyond 30 days please get in contact via hello@lemonpepperstudio.com so that we can try to resolve the issue. 

 

 

 

RETURNS

 

We want you to be completely satisfied with your purchase so if you have any issues with your order please contact us immediately via hello@lemonpepperstudio.com.

 

- Damaged or Defective Items:


In the unlikely event that you order is damaged or defective* (this does not include damage from postal services) please email hello@lemonpepperstudio.com within 48 hours of receipt supplying images of the package in question. We will try to sort the issue as soon as possible. In this instance an exchange of product may be possible if the original is returned in its original packaging.

A refund will only be applied once the item has been received in its original condition and packaging. Postage for these items are the responsibility of the customer. However a refund for postage will be given if the items received were faulty or damaged through no fault of the customer. 

Items must be returned via the same postage they were sent with, including any insurance there might have been. Any items lost in transit when being returned are not our responsibility so we would suggest sending your return via tracked post and keeping a proof of posting.

 

*We reserve the right to substitute items in the kits with materials of the same quality if there is a supply issue with the manufacturer  We want you to have the best experience creating your embroideries so will always use the highest quality materials and tools.

 

- Non-refundable items:

Each kit and item is handmade and subject to slight variations due to this. They are produced, packaged individually with great care, therefore variations in colour are not a reason for return unless extreme. We will not accept returns or provide refunds for items that appeared different due to the customers computer monitor or phone. Please be aware that some items are hand dyed and as a result will have potentially different patterns. 

Items returned because of a change of heart are also not accepted. 

We cannot accept refunds on Custom Artworks, gift cards, opened kits or used jewellery.


- Exchanges:


Exchanges may be possible but only when the item received is damaged or defective. The return must be raised within 48 hours of receipt and the item returned in original packaging. In this case the postage will be refunded once the item has arrived back at the studio.

Any exchange requests must be raised via email at hello@lemonpepperstudio.com


- Refunds:


If you are unhappy with your purchase or it is damaged please raise a query via hello@lemonpepperstudio.com. You will need to return the order in question in all its original packaging. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.