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FAQ

Here are some frequently asked questions

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 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 leave a note on an order.

Can I get a custom/bespoke order?
The only bespoke/custom illustrations I offer are the cat and house portraits. Other illustrations such as line art are very time consuming, so unfortunately I can't offer any bespoke designs in this style, but please don’t hesitate to e-mail if you would like some personalisation adding, a colour change etc., as I’ll be more than happy to help!

Can I use more than one discount code?
Only one discount code can be used at one time. Automatic discounts can be combined in one order, but a discount code will not be valid alongside automatic discounts. Free UK shipping over £40 offer will be valid on all orders and is applied after discounts.

 

Delivery

Orders are dispatched within 4 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. Sometimes it can be next day, sometimes it’ll be 4 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 this is the case.

Tracked 24 is an upgrade for postage only. This does not mean your order will be dispatched any sooner, but will arrive with you quicker and with tracking once it has been dispatched within 4 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 4 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. 

Are you registered with Germany's Packaging Act?
Yes.
On January 1, 2019, Germany’s Packaging Act (VerpackG) came into effect, imposing requirements on online retailers (including Etsy shops) selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).

Hayley Jade Design Studio is registered with LUCID, which is the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Central Agency Packaging Register – ZSVR).

Producers/distributors pay a license fee to the dual system for the collection, sorting and recycling of the packaging they introduced to the market. My Dual System partner is Activate By Reclay.

Please recycle my packaging where possible - thank you!

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.