Business Policy and FAQ
What you need to know
Here you can find all our Policies and FAQ. Take a good read before you buy, get to know how we work and feel free to message us if you have any questions. We also recommend that you read additional information displayed for each product before placing order.
All items in this website are handmade by me. Felt dolls and wreaths will have some parts stichted with the help of a sewing machine but all small details are sewn by hand. Other products do require the use of a sewing machine i.e. necessaires and towels. Yet, design, cut and finishing touches will always be handmade so no piece will be equal to another. If you buy more than one piece of a single product you need to be aware it will vary slightly. This is the beauty of handmade products: unique!
All information about an item you can find in the quote I will provided you with.
My descriptions of items are very detailed. Please read them carefully, so we can avoid misunderstandings. Please take note on weight, dimensions and any other information before purchase. You allow for a small difference on size of the products for its nature, handmade. Please be aware colours may vary according to your screen setting. Feel free to contact me if you have any questions.
As a creative art professional I love customising things. It is a pleasure to create something exclusive to you. Please get in touch should you wish to buy a custom made product. I`ll be happy to design something for you from scratch, always taking into consideration your aspirations and preferences. For further customisations on an existing product please be aware not all products allow for that. If you like something you saw on the website please get in touch and I will let you know if the product of your choice is available for further customisations. If not, I`m happy to provide you a quote for a brand new one that can be done according to your needs. Please note price and timeframe will be different so you must not keep the original product description/timeframe as reference. I will advise you through the quote of estimated timeframe for your order.
*Felt dolls for party decor are items I hire to different customers so I cannot provide further customisation. Happy to create a new one for your needs which configures a sale, not a hiring process.
Good communication is required to make each item uniquely yours, by the same thought, much time and labor goes into each piece. I will ask you as much information as I need to create the custom made item for you, including little details. At the end of the day, we want it to be perfect, right? Once I get everything I need to know from you I will raise a quote and send it to you. Quote will bring product details, price and timeframe. You get to approve it or not.
Please note customised items take longer to be made so check these details before you approve the quote, especially if you are in a hurry. If you need to get it before timeframe provided please contact me and I will try to help however I cannot guarantee it will be ready before that.
Once order is placed and payment received I will immediately start making your item and send you updates as we go. You will also be sent photos where you can check how it is coming along and give me feedback. A final photo will also be sent once product is finished and before I can ship it to you.
I strive to make each item meet your expectations, and will work to that end. If you change your mind halfway you can still require some changes to your custom product however please be aware extra charges may apply and I will put your order on hold until I receive payment (if applicable). I will try to communicate well with you on this and make sure you understand and approve it before we go ahead. If major changes are required it will be necessary to charge NZD50.00 per change to cover additional labour and supplies but I will never charge you extra without communicating with you and getting your approval up front.
If you are not satisfied with any of the options provided by me, you may still keep your original order as no refund is provided for custom orders.
Please be aware any major changes that have been made on your product cannot be taken back. If you require change that is not possible for me to make (because it has been sewed/glued already) you will be requested to place a new order based on your new preferences. Refund for cancelled order is not available as I lose material and labour hours.
Return & refund
I gladly accept return & refund and order cancellations as follows:
Please be aware I cannot refund customised products as you get updated info and photos of the product as it is made and get to provide feedback if something is not looking right. I'll send you photos of the product as we go and another one just before shipping and you get to check if it is attending your expectations. If you have any queries you may contact me at any time.
Return and refund
Because of the nature of the products, unless they arrive damaged, I can't accept returns for:
Custom or personalised orders;
Items on sale.
Conditions of return
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
I pack and ship with great care. If by chance you receive a broken item, please message/e-mail me and include a photo of the broken item within 7 days of delivery. Let me know if you'd like a replacement item or refund which will take place once I get damaged product back. You have 14 days from delivery date to ship it back to me. Please be aware you might be requested to fill out insurance claim information in order to receive a refund or replacement.
Sorry I cannot take responsibility if you do not contact me before shipping a product back or if you do not follow timeframes above.
*For felt dolls hired for party decor please note my items are unique so if they arrive broken for some reason, I am unlikely able to send you a replacement in time for the occasion. In this case, a full refund apply.
I accept cancellations within 24 hours of purchase. Please message me as soon as possible.
Timeframe & shipping
My products normally takes 1-6 weeks to be made. For details, see quote provided to you.
My aim is to ship items within one week after I finish making your product. I`m working hard for it but please be patient if I need to take a little longer. I want to provide you a good quality product. If I have a high demand of orders at the same time I`ll let you know of necessary adjustments on timeframe.
Customised products might also take longer as I need to prepare something specific for you however I`ll always try to make it within 6 weeks of order being placed no matter what. I will communicate with you about the stats of your item and send you photos for approval. Please be advised to check chat or e-mails often because I`ll be waiting for your response before I can go ahead. If you delay 36+ hours to reply, extra time will be applied on top of the original timeframe. If you do not reply at all your order may be cancelled and no refund provided. You will receive reminders and notice of cancellation though before it happens.
Once product is approved by you I will get it shipped as quickly as possible. Please be aware once it is shipped it is out of my control if any delays on delivery happens. I am happy to help chase the courier for you and provide as much support as I can. I recommend you get tracking service so you have a tracking number to check on your product delivery. Once I get tracking number from courier company I`ll share it with you immediately.
For domestic orders (NZ) if product loose tracking and no info is provided within 30 days I am happy to refund or replace product for you - given a new timeframe takes place for a replacement product to be made. Unfortunately, I cannot offer the same for international orders if they do not have upgraded tracking service.
Estimated shipping times
United Kingdom: 1-6 weeks
North America: 1-8 weeks
South America: 1-10 weeks
Europe: 1- 6 weeks
Asia/Oceania: 1-5 weeks
I'll do my best to meet these shipping estimates but can't guarantee them. Actual delivery time will also depend on the shipping method you choose.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Is this a gift?
If this will be a gift to someone please let me know when placing order. I will wrap it as a gift and you can also request for a message to be added in a little handwritten card. This service is FREE!
Please be aware I still have to wrap the product in a way it is safe for transportation but gift wrapping will be added as well.
Information I Collect
To fulfil your order, you must provide me with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order, for example), if you contact me directly.
Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
• as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
• when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list
• if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:
• Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
• Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
• Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
Transfers of Personal Information
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
• Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
• Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
• Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
• Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me
For purposes of EU data protection law, I, Thayane Colsani, am the data controller of your personal information. If you have any questions or concerns, you may contact me at email@example.com. Please send your contact detail so that we can keep in touch.
Important information applicable to all policies
You acknowledge that
Contact for any queries
You have access to my contact details should you have any queries before or after purchasing any items from me. Please email me at firstname.lastname@example.org for any queries you might have. I normally reply within 48 hours.
Your contact details
You are responsible for any personal details you provide me and for updating it at any time. If you are registered in my website we recommend you keep your customer details updated.
When placing an order you are required to inform a physical address for delivery and you acknowledge you have provided the correct information. I am not responsible for checking any details you provide me. If you have placed an order and moved into another physical address you need to update your details in your account but also please email me the new address if you want me to ship it there. Extra shipping charges may apply.
I take the address you provide when placing an order as the valid one for shipping purposes. I will not compare to your account information at any time and I will not contact you to double check delivery address.
The only time I will contact you in regards to delivery address is if Courier Company tell me it is not a valid one.
GDPR - How do you use my information?
I only use the information shared through an order to be able to complete your order and post it to you. I do not store your information anywhere other than within Wix database and comply with their GDPR rules.
If you choose to contact me by email, I will reply to you but I will not add you to any contact lists unless you subscribe directly via my website.
What if my order is a gift to someone else?
If the product is a gift to someone please let me know when placing order. I will wrap it as a gift and you can also leave a message to be added in a small handwritten card. This service is FREE!
Please be aware I still have to wrap the product in a way it is safe for transportation and this will be on top of gift wrapping.
Have any questions? Please contact me before placing order and I will be happy to clarify.
How custom orders work?
I am happy to design something exclusive to you or customise further the existing products on my website, if possible. Please send me a message and we will go from there. I will collect necessary information to provide you a quote and start making your item once payment is confirmed. You will get photos of the product as I make it and a final one before shipping. Feedback is welcome during this process and before shipping.
If you require further changes after placing order I will provide you the available options and let you know of extra charges applicable. Please be aware after some point changes are no longer possible to be made and you will need to keep original order. No refund is available for custom orders.
Please get yourself familiarised with this process by reading our policies above.
How long will it take to receive my order once shipped?
The shipping time provided to you is an estimate only as I depend on third party service for delivery. After your order leaves my hands, I have ZERO control over the shipping time. Please refrain from leaving my shop a negative review if Courier Company has delayed delivery for any reason. We recommend you choose tracking service at all times.