FAQ

Orders

Please e-mail only for any queries about orders. DMs on Instagram or Facebook aren’t checked as regularly or may be missed. If you do DM about an existing order, I will just ask you to email, as it’s easier to keep track of. 

Can I change the colours of a print/card?
Depending on the design, colours can be changed. Some designs might be more limited as to what colours can be changed. As changing colours requires more time and to print proofs to make sure colours accurate, there may be an extra charge/increased price.

Can I get a print in a different size?
Print sizes have been chosen because of lots of research into the most popular frame sizes. Some prints may not fit certain sizes, but please do feel free to send me an e-mail if there is a particular size you are after, and I will try to accommodate where I can!

Can I get a digital download instead?
Unfortunately I do not do digital copies of my work as I take pride in putting time and effort into make sure each print looks the best it can be, including sourcing quality paper for it to be printed on, and feel the quality of the paper really sets a design apart. Some of my designs take me a long time to create, so I want them to look the best they can for you!

I’ve written the wrong thing for the personalisation, what should I do?
If you’ve realised you’ve spelt something wrong or would like to change wording etc., please let me know as soon as possible after you order by e-mailing me - hello@hayleyjade.co.uk making sure to include your order number and name.

Can I personalise a print/card?
There are lots of items in the shop which can be personalised with your choice of names, dates etc. Some other items can be personalised, but please do send me an e-mail before ordering to check, please don’t just leave a note on an order.

Can I get a custom/bespoke order?
I don’t do bespoke drawings/designs that involve drawing or designing something that I haven’t created before (such as drawing flowers), but please don’t hesitate to e-mail if you would like some personalisation adding, a colour change etc., as I’ll more than happy to help!

Please note that requesting “can you change this for this” is not just a simple request, many of my drawings from line art to floral illustrations, take me a long time to create, and I would have pass the time it takes to draw these over to you the customer which would get quite pricey, which unfortunately is why it’s not something I offer. 

Can I use more than one discount code?
Only one discount code can be used at one time. This applies to automatic discounts too. If you use our 4 for 3 cards offer which is automatically discounted at cart, adding a discount code will remove this automatic offer in place of the code. 

 

Delivery

Orders are dispatched within 3 working days (working days do not include weekends or bank holidays) of order. 1st working day is the day after you order, not the day you order, so if you order on a Tuesday for example, it will be posted by Friday. Sometimes it can be next day, sometimes it’ll be 3 days, dependant when I post and how busy I am with orders. Some products may have longer dispatch times, and it’ll say in the listing if it does.

Tracked 24 is an upgrade for postage only. This does not mean your order will be dispatched any sooner, it will just arrive with you quicker and with tracking once it has been dispatched within 3 working days. 

Can I get an item/order sent to arrive by a specific date?
If you do want an order by a certain date, I’d recommend e-mailing beforehand to check to see if it’s possible or you can leave a note at checkout and I’ll do my best to accommodate, but there is no guarantee. 

Can I order if I don’t live in the UK?
Yes! We now offer International delivery in over 70 countries where Royal Mail Tracked is available. If your country is not listed, please do e-mail and I can see if I can help!

My order hasn’t arrived.
For UK orders, please allow up to 3 working days for dispatch and then a 2-5 days for it to be delivered. For international orders, please allow up to 7 working days from dispatch. Please note that these are guidelines from Royal Mail and may change due to situations which are out of my control. If you haven’t received the item within the time frame outlined in your dispatch email, please e-mail at hello@hayleyjade.co.uk and I’ll try to help where possible. Due to the current pandemic, there are delays in post arriving, so please do bear this in mind as well. 

Returns

Can I return/exchange an item?
If there is no fault or problem with it, unfortunately the item cannot be returned or exchanged. 

I have a faulty/damaged product, can I get a refund?
If your order arrives and there is a problem, please do e-mail me as soon as possible, letting me know your order number and attaching photos of the problem if possible. A replacement or refund will be given to damaged items. Sale items are exempt from this. 

Any other questions please fill out the form on the contact page or e-mail at hello@hayleyjade.co.uk.

FREE STANDARD DELIVERY ON ALL UK ORDERS OVER £40