Shipping and Returns Policy
Shipping and Delivery Times
Please note: Shipping refers to the time I take to deliver the gnome to the post office. Delivery refers to the time after I have given the gnome to the post office. Delivery time out of my control. Added tracking allows you to follow your gnome on his journey and to avoid lost gnomes.
I ship within 1-3 days for pre-made gnomes. If you have ordered a custom gnome I will be in touch to discuss specifics. I estimate shipping within 7-14 days from purchase.
Please allow four weeks for your gnome to arrive after it has been shipped, especially during the holiday season.
I am trying out Transglobal Express . It allows me to use USPS and DHL delivery service. The benefits of using this service is that it includes tracking and they pick up from my house.
Royal Mail is also an option at check out, but it will not include tracking unless that option is selected. Please see their web page for Covid-19 updates. https://www.royalmail.com/coronavirus
Please allow up to 1 week after item is shipped. Please consider the tracking option at checkout.
I use Royal Mail for items sent to the UK. Please see their web page for Covid-19 updates. https://www.royalmail.com/coronavirus
EU and Other Orders:
Please allow 7-14 days for delivery. Please consider the tracking option at checkout.
I use Royal Mail for items sent to the EU and abroad. Please see their web page for Covid-19 updates. https://www.royalmail.com/coronavirus
Customs and Import Fees
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
Please consider adding tracking to your order to avoid lost gnomes.
Order Returns and Cancellations
I accept returns for items that are in their original condition within 14 days of receipt. Please contact me at firstname.lastname@example.org within 7 days of receipt.
PLEASE NOTE: Buyers are responsible for return shipping costs and import/customs fees.
Return Restrictions For Custom Gnomes:
I do not accept returns for custom gnomes. I pride myself on customer service and communication while working on custom gnomes. During the process, I contact the customer directly and often with updates and photos. During these conversation, I encourage honest feedback from the customer. Because of these opportunities for direct communication, I assume the gnome is perfect when I post it.
Damage Due to Poor Packaging:
Please report defects or breakage due to poor packaging immediately upon receipt. Please include a picture and description of the problem.
Please email me at: email@example.com
Damage in Transit Due to Poor Handling:
I cannot be responsible for damage or breakage due to poor handling during transit of the item. This includes items that go missing in the post. Please consider adding tracking to any order. This will help locate missing gnomes.
I accept order cancellation if the gnome has not been posted.