FAQ
FAQ
Frequently Asked Questions
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When will my order arrive?
You will receive an ‘It’s On Its Way!’ email as soon as we dispatch your order. Our Shipping company (Royal Mail) will then send you an email on how to track your order and an estimated delivery time. If your order has not arrived by the estimated delivery date you may wish to reach out to Royal Mail directly to resolve the issue.
We cannot guarantee delivery times. However, if an item is in stock it will be despatched within 3-5 business days. Most of our items are made-to-order and, therefore, delivery can take up to 4 weeks depending on stock availability and order size.
If you have requested an item by a certain date, with a special delivery service, 'CopperTree' will communicate with you via email on an order by order basis.
How do I return an item/items in my order?
You can initiate a return claim up to 30 days from the date of purchase. Refunds are released upon the safe arrival of the returned item(s). Please refer to the returns and refund section on our store policies page for the full details on our returns process.
I need to cancel my order, how do I do so?
You can cancel your order at any time prior to receiving a dispatch email (It’s On Its Way!) After this point you can no longer cancel your order and will need to go through the process of returning your order. Refunds will only be released upon safe arrival of your returned items. Please refer to our Returns & Refunds policy for further information.
Where do you deliver?
CopperTreeStudio itself, does not provide international shipping. However, we do sell through other sites that do. If you live outside the UK then take a peek at our Spoonflower, Patternbank, or Loomwell online stores.
Any product(s) purchased from THIS SITE, or our Etsy store are delivered exclusively within mainland UK. We are sorry that we cannot provide international shipping. However, as a small business, we wish to keep our pledge to the environment by sourcing and selling locally. More details on our delivery process can be found here.
Contact Us
Have we answered your question? If not, please contact us and we will do our best to provide you with an answer in a timely manner.
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Can I track my order?
All our orders are delivered through Royal Mail 48 Tracked. Our Shipping company (Royal Mail) will send you an email after your item is dispatched, with details on how to track your order and an estimated delivery time.
My order has not arrived or has arrived damaged, what do I do?
We are very sorry if this has happened to you. Please feel free to reach out to 'CopperTree' to inform us if this has occurred. We will do our best to help you resolve this. However, we hold no responsibility for the loss/damage of item(s) that occur during the delivery process.
To resolve this issue, you should contact Royal Mail directly.
Royal Mail will lead you through their process and, if found at fault, will reimburse you the price of the item(s) that were lost/damaged.
'CopperTree' inspects all our items for faults before securely packaging your order. Reach out to us and we will be happy to provide you with dated, photographic evidence of your undamaged item(s), alongside your delivery note. You can then include this in your communications with Royal Mail to help resolve any delivery related issues. Additionally, if you wish to re-order the same items, we will deliver them at no extra cost. Simply inform us at coppertstudio@gmail.com and we will reimburse the cost of delivery after you have checked out.
My order was cancelled, why?
This is a rare occurrence and can be for multiple reasons. An example would be during an update to our site, an order may no longer be fulfilled as some items have changed price or are no longer available. For a more definitive answer please reach out by emailing us at coppertstudio@gmail.com
Where do I find information on my product and how to care for / use it?
All product specification and care guides are available under the relevant product’s page on our website. We do our best to be more environmentally friendly by avoiding excessive printing. As long as the product is still available on our website, you will be able to access all of the product’s details for further reference.
Tip - Try using the search bar at the top of the page to find your item by their name or SKU.