Frequently Asked Questions (FAQ)
Welcome to our frequently asked questions page!
If you can't find the answer you're looking for, you can always use the contact us page. These are our most frequently asked questions, including order, shipping and return information.
Q: How can I tell if an item is made to order or ready to ship?
A: All of our ready to ship items will be in the collection "Gift Ideas... In A Hurry". We will also include turnaround time at the end of the description for each item.
Q: What is turnaround time for made to order items?
A: We take pride in providing high quality items for our customers! This means we do require some time to complete our orders. Please allow 4 weeks from the order date to the date of shipping.
We will do our best to guarantee a consistent 4 week turnaround time, but may need to extend during peak seasons (holiday, back-to-school). We will give lots of notice if we do need to extend our turnaround time!
Q: What is turnaround time for Ready-to-Ship orders?
A: Ready to ship items will be shipped within 2-3 business days of ordering. However, if you check out with both ready to ship items and made to order items, your order will be held for the 4 week turnaround necessary to complete the made to order portion of your order. If you are in a rush for the ready to ship items, please complete separate orders since they will need to be shipped separately.
Shipping Information: (for all shipping policies, click here)
Q: Do you offer free shipping over a certain dollar amount spent?
A: Yes! We offer FREE Flat Rate shipping on all orders over $150 (after any applicable discounts are subtracted.) This offer is only valid on Canadian orders.
Q: Do you offer local pickup?
A: Yes! We offer local pick-up in Waterloo, Ontario. Please ONLY select this option at checkout if you are in Kitchener-Waterloo (or if we have advised you to to combine ship with another order). If you have no pending orders and your shipping address is not local, you will be invoiced for the appropriate shipping costs.
Q: Do you ship lettermail (base level shipping, no tracking)?
A: We do ship lettermail, for orders under $50 (excluding dresses). Reminder, lettermail shipping does not come with tracking information and we cannot guarantee delivery within a specific time frame. Lettermail shipping typically takes 1-2 weeks to arrive, but moves much slower during peak seasons. Lettermail shipping is at the buyers' risk since no tracking information is provided. We do not complete refunds for items lost in the mail if you have selected lettermail shipping. If you need something by a specific date, please select tracked shipping.
Q: What is the cost of standard tracked shipping?
A: We offer flat rate tracked shipping for $15 across Canada. We ship via Canada Post Expedited Parcel and this shipping takes between 1-7 business days. Standard tracked shipping is insured for up to $100 in the case of Canada Post non-delivery or damage. If you have any issues and need to file an insurance claim with Canada Post, please contact us. Additional insurance may be purchased at an additional cost to buyer. Please contact us with your completed order number if you would like to be invoiced for additional insurance charges.
Q: Do you offer uprgraded shipping?
A: Yes, you may select the XpressPost upgraded shipping for $25 at checkout. Canada Post timelines are 1-2 business days for XpressPost delivery.
Q: Do you offer returns or exchanges?
A: Our full return policy is available here. Due to the handmade nature of our items, we are unable to accept returns or exchanges. Our items are made to order and we hope all of our customers are satisfied! However, if you have any issues with your order, please do not hesitate to contact us!
Q: I want to place an order for an item I don't see on the website. Is it possible to place a custom order?
A: We take plenty of custom orders! It's actually a favourite way to expand our product line and add new styles. However, we do work with specific fabric types that don't necessarily work for all items. If you're interested in placing a completely custom order, please send us a message through our contact page or Facebook messenger.