© 2019 by Silversoles by Emma Jackson. Proudly created with Wix.com

SHIPPING POLICY

What are the UK delivery costs?

All mainland UK orders are shipped for FREE.

Please take care to ensure your delivery address is entered correctly. We cannot accept responsibility for orders lost, late or sent to the wrong address as a consequence of incorrect delivery information.

Our orders are usually sent via Royal Mail / Parcel Force. Occasionally we use other courier services as and when they provide a more cost effective or appropriate service.

Will my order be tracked and do I need to be in to receive my order?

All large items ( such as lampshades, cushions, table lamps, & multiple items ) and orders over £50 are sent by tracked / recorded delivery so you need to ensure someone can sign for your purchases. This is to insure both yourself and us.  

 

As soon as your order is dispatched, we will contact you by email to let you know and confirm the shipping details. When a tracking service is used, we will supply you with the tracking details, so you can enjoy following your order and know when to expect its arrival!

 

Do you deliver to countries outside the UK?

Yes! For destinations outside the UK mainland, please contact me for postage costs.

Please be aware of any import charges, taxes and custom fees you could be responsible for paying on receipt of your order. 

 

When can I expect my order?

Due to the handmade nature of  my work and our determination to have a low impact on the environment, many items are made to order or  produced in small batches. As such items made to order and are usually ready for dispatch in 3 - 4 weeks. Where we keep a limited stock, and an item is in stock, it will be with you much sooner and will be dispatched within 2-5 days.

 

Where is your work made?

All my work is individually handmade in my garden studio in South Birmingham. Due to the handmade nature of my work & the techniques I use, each piece is unique. This means that no two items will be exactly the same and sizes can vary slightly, please allow for variations. 

RETURN & EXCHANGE POLICY

Can I get a return or exchange an item?

We want you to be completely satisfied with your purchase. If you change your mind or are unhappy with your order, you have 14 days from the initial delivery attempt to notify us of your intention to return your purchase. Please email  info@silversoles.co.uk to arrange the return. Returned items must be unused and in their original condition and be returned within 30 days of the initial delivery attempt . We reserve the right to withhold a refund if the item has been used or is not in its original condition.

To return purchases, please package items securely and post to; 129 Hazelhurst Road, Kings Heath, Birmingham, B14 6AG. Please note: We do not cover the return postage costs. It is the clients responsibility for the postage cost, and recommend gaining proof of postage and correct insurance.  We cannot be held responsible for returned items lost in transit.

When the item has been safely returned in its original condition, we will arrange for the the refund to be made to the account it was paid from within 14 days.

Bespoke orders, Commissions and Sale items

Unfortunately due to the nature of these orders, we are unable to offer refunds, but should you have any issues please contact us and we will try to resolve the problem with you. Sale items cannot be returned or refunded.

How can I cancel my order?

Orders can be cancelled by emailing info@silversoles.co.uk within 48 hours. Please note that orders cannot be cancelled once goods haven been dispatched, thereafter goods must be returned using our returns policy.

Damaged or faulty items

We hope your item arrives in perfect condition, in the unlikely event that your product is broken / damaged / faulty  we ask you to let us know within 48 hours by emailing info@silversoles.co.uk or calling +44(0) 07753366795. We will ask you to take detailed photographs so we can resolve the issue, and provide you with instructions for the return the faulty item. 

PAYMENTS

We accept all major credit cards. Payments can be processed using Square or Paypal -  secure and trusted online payment gateways.

International Orders

Payment is to be made in British pounds - Stirling. International credit cards and banks determine their exchange rates and may add handling / processing or administration fees which you as the customer are liable to pay.

DISCLAIMER

We have tried to give the best possible representation of our products on the site, please check sizing and dimensions carefully before making your purchase. Please note - due to the hand made nature of my work and techniques used, no two items will be exactly the same. This adds to their uniqueness and means that you will be purchasing a truly one off piece of sustainable craftsmanship. As colours, sizes and dimensions can vary slightly - please allow for variations.