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Steppy hen creations

Shipping Policy


The majority of items in my shop are made to order and therefore may take longer to create depending on the level of personalisation requested. I aim to post within 5 working days, however during busy periods (e.g. Christmas) this may take a little longer, but I will contact you as soon as possible if there will be any significant delay.
Everything in my store INCLUDES 2nd class Royal Mail postage as standard, this will increase to Signed For, and then Tracked as the item cost increases. If you would like to upgrade your postage, please let me know before ordering. If you wish to order multiple items, I recommend contacting me before ordering so that I can combine postage for you.
From experience, I anticipate delivery of items within 5-14 working days once posted, however this could be up to 21 working days around high traffic times of the year.

Undeliverable items
If your order is returned to me because it is undeliverable due to an inaccurate postal address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible. Under these circumstances, you will be responsible for the cost of re-posting the package.
Should your order be returned to me undelivered and you do not wish to have the package re-posted, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days. In both of these instances, a refund will be issued for the value of the items ordered only, the postage cost will not be refunded.

Refund Policy

You have 14 days after receiving your purchase to return your items, either for a refund or an exchange. Please note however, that this refund policy does not apply to custom-made and personalised items.
I regret that I am also unable to offer refunds for earrings due to hygiene reasons, unless the items are faulty.

Cancellation / Return / Exchange Policy

If you change your mind about an order before I have dispatched it, please do contact me as soon as possible to request a cancellation. If this is to cancel an in-stock item, then a full refund will be given, provided the item has not yet been posted. If the cancellation is for a personalised item, then you may still be charged for the work that has so far been completed.

Returns and exchanges
If you wish to return an order, you MUST contact me first to arrange for this.

If you are returning an item for a refund as you have simply changed your mind, you will be entitled to a refund of the value of the items ordered, minus the cost of post and packing, provided the item is returned in an acceptable condition.

If you are returning an item for an exchange, then please check with me first to ensure I have an alternative item in stock. You will have an exchange value equal to the value of the original item or less, minus the original post and packing, provided the item is returned in an acceptable condition.

If you are returning a faulty item, I will assess the fault on the items return, and provided this fault is genuine, you will be issued with a full refund for the cost of the item and original postage.

You are responsible for the cost of returning an item and they must come back in an unmarked and as new condition. If the items show any wear, beyond what may be a result of handling the item to check it is what you have ordered, a deduction will be made from your refund.
I recommend that you use weatherproof wrapping and sufficient protective packing materials to prevent damage to the item in transit. Should any damage occur to the package during its return, you will be responsible for any loss in value.
I also recommend getting a free Certificate of Postage as proof of postage. This doesn’t have to be a tracked/signed for service unless you want that security, or it is required by Royal Mail based on the insurance value of your order.
Please note, I cannot be held responsible for lost or damaged returned goods that have not been correctly insured.

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