Shipping & Returns

Shipping:

Mosaic kits are usually ready to post and your order will normally be shipped within 3 days. Bespoke mosaics are made to order. Please allow at least two weeks for creation time – busy periods will require more notice. Items will be securely packaged (mainly in recycled packaging) and sent out as soon as possible after payment is received, usually within two working days. I will let you know as soon as your order is in the post. UK orders are always sent First Class and overseas orders by Airmail.

Delays & Lost Post: UK Orders usually take between 1-4 working days, whereas overseas orders take 7-15 working days. If an order has not arrived in this time please contact me. Please also note that UK items are not classed as lost by Royal Mail until the 15th working day after expected delivery (effectively 20 days from posting) and Airmail on the 30th working day after dispatch. I am bound to their policy on this and these are my cut off dates before I refund or replace. So in both cases it is important to check in the following locations; your neighbour and your local collection depot.

Refunds and Exchanges:

I aim to provide the highest levels of quality and service. If I do make a mistake please contact me at info@rachelshilston.co.uk and I will do all I can to put things right. If your purchase is not as you had expected, just return it in its original condition and packaging within 14 days and I will provide a refund including the original postage cost. Please note you are responsible for the return postage cost

Delivery addresses and details are the sole responsibility of the Buyer. Items will be shipped to the checkout address given at the time of payment. Non-delivery due to misinformation will not result in a refund. Personalised or commissioned products cannot be refunded unless faulty.

Additional Policies and FAQs:

All designs are copyright © Rachel Shilston.

Please note that colours may vary from your computer screen to the actual print / product. I always do my best to demonstrate an accurate colour representation in all of my product images

By placing an order for one of my products you agree to abide by my terms and conditions

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