policies

• Has my order shipped yet?

It will take me 3-5 working days to dispatch your order. It may take longer in busy periods, or if I am away at a convention. I am only one person handling restocking and shipping! In these cases I will announce a dispatch estimate in the banner at the top of the page. Once it has shipped, you will receive a confirmation email (these can sometimes go to spam so please check there!).

• I checked out with the wrong address

Please contact me ASAP so I can change the address before it is dispatched. If your order has already dispatched, unfortunately it is too late and I cannot change the shipping address or redirect the order. If an order is dispatched to an incorrect address and is later returned to me in good condition, I can offer a refund minus shipping costs, or post it again as long as an additional fee for shipping is covered by the customer.

• I placed multiple orders, can I combine them?

Yes, as long as the orders have not yet shipped I can combine them. Please contact me to do so! I can then refund any postage that has been overcharged. If you do not get in touch, the orders will be shipped separately.

• I can't find my tracking number

International shipping does not come with a tracking number by default in the UK. You will only have a tracking number in your dispatch confirmation email if you paid to upgrade to tracked shipping when you checked out, or if you purchased an original painting which includes tracking.

• My order hasn't arrived

I'm sorry to hear it hasn't arrived yet! Your order may be delayed in the postal system. Please allow the following amount of time once your order has shipped for it to arrive:

• UK: 13 working days
• Europe: 25 working days
• Everywhere else: 35 working days

If the above amount of time has passed since your order was dispatched, please get in touch and I can assist you further. Please be sure to contact me before 90 days have passed since dispatch, as I can no longer help beyond then.

• My order arrived and something is damaged

I do my best to package your orders so they reach you safely, but sometimes things can get damaged in transit! Please email me (citrus.sapling✦gmail.com, ✦→@) with clear and detailed photos of the damage. I will need these to make a claim with my shipping provider for the damage. Once I have received photos of the damaged items, I will sort out a replacement for you!

• My order arrived and something is missing/incorrect

I'm very sorry if I have made a mistake with your order! Please email me (citrus.sapling✦gmail.com, ✦→@) with your order number and a photo of your order, and I will replace anything that is missing.

• My order was returned to you as it needed collecting was unclaimed

I can re-send your order as long as an additional fee for shipping is covered by the customer. Please keep an eye out for a notification from your local delivery centre when your order needs collecting! If an order is returned to me for a second time and is still in sellable condition, I can offer a refund of the order minus shipping costs.

• How long will it take to dispatch my order?

It will take me 3-5 working days to dispatch your order. It may take longer in busy periods, or if I am away at a convention. I am only one person handling restocking and shipping! In these cases I will announce a dispatch estimate in the banner at the top of the page. You can also follow me on social media @citrus_sapling for updates during busy periods!

• Where do you ship from?

I am located in the UK!

• Do you ship internationally?

Yes! I ship everywhere, excluding a few countries that Royal Mail cannot deliver to. I cannot post to the following locations: Afganistan, Belarus, Haiti, Lybia, Nauru, Russia, Somalia, Syria, Ukraine, Yemen.

• Can I track my order?

You will not receive a tracking number with your order unless you have paid for tracked shipping at checkout, or have purchased an original painting where tracking is included. Standard shipping in the UK does not include tracking by default, which is why there is an extra charge for it.

• How much does shipping cost?

Shipping cost is calculated at checkout, as it depends on your location and contents of your order. You will be able to see the shipping cost before paying.

• How long does shipping take?

Domestic UK orders can take between 1-5 working days depending on the shipping method you choose at checkout. On average, European orders can take 5-10 working days to arrive, and rest of the world can take 12-25 working days to arrive. Please keep in mind these are an average. Your order may take longer, eg during peak shipping times, COVID related delays, or other circumstances like strikes or weather events in your country. Please see "My order hasn't arrvied" above for more info if you are awaiting your order.

• Can I cancel my order?

As long as your order has not been dispatched, I can cancel and refund it for you. Once your order has dispatched, it is no longer possible to cancel it. If you would like to return your order upon receipt for a refund, please see below for my return policy.

• Can I checkout with Paypal?

Unfortunately I do not accept Paypal. If you would like to checkout with Paypal, you can do so via my Etsy shop.

• I can't see the same products on Etsy

If I have just added new products in a shop update, they will be added to my Etsy one week later. Please stay tuned! If something else is missing, please message me via Etsy.

Sustainability is very important to me and how I run my business! Packaging from my shop is plastic free. Your order will be protected in glassine, which is a moisture resistant paper envelope. It is therefore very easy to recycle, but I also encourage you to reuse it first!

For products I produce in house, I always make sure to get the most out of my materials to reduce waste as much as possible. I separate out any waste that can be recycled as well.

Although going further afield is unavoidable for some items, I prioritise finding UK or Europe based suppliers and manufacturers when outsourcing products.

I choose recycled paper/cardstock for products, packaging, and marketing materials whenever possible. This includes business cards, paper stickers, notepads, greetings cards, shipping labels, and product backing cards.

If you have any further questions, concerns, or suggestions regarding sustainability, please get in touch!

• Can I return my order?

If you would like to return your order or an item in your order, please contact me within 14 days of receiving your items. You must then dispatch your return within 14 days of contacting me. Please be sure to package your items safely, as I must receive them in sellable condition to be able to offer you a refund. If the item is damaged when I receive it, then the customer will only be entitled to a partial refund. The customer is responsible for the cost of the return shipping.

• Do you accept exchanges?

I do not accept exchanges. However if your order is incorrect or has arrived damaged, please get in touch.