* I live in the EU but no shipping option is available for my country at checkout. Can I still buy from you?
Yes, you absolutely can! You will need to purchase through my Etsy store rather than this website as Etsy is already set up with IOSS registration and the relevant EU tax remittance services. Please note that a few selected lines are not available in my Etsy store but the majority of them are. Click this link to be magically transported ... https://www.etsy.com/uk/shop/TheAtticRooms
* Will you send my order untracked so I can save some money on postage?
No, sorry! I only offer tracked services for both the UK and international orders. This is to give both parties complete peace of mind that their order can be traced at every stage of its journey right from my front door to your own. UK orders are sent via Tracked 24 and overseas orders are sent via International Tracked. Both services are provided by Royal Mail.
In the event of any Royal Mail strike action I will use EVRI as an alternative service but this will also be tracked.
* How long will it take to make my order?
I make 90% of my products to order so I generally say to allow 3 - 5 days from placing an order to receiving your dispatch notice. At busy times such as Christmas, Halloween and Easter, please allow for the longer time frame of 5 days. If you are ordering for a party or a time sensitive event, please be sure to order in good time to avoid disappointment or in case of postal delays.
* If I only order one set of tags, can I get mine made before someone who orders ten sets so I can have my order faster?
No, sorry! All orders are processed according to the order in which they were received as all my customers are equally valued whether their order is for £5 or £500.
* Can you make a customised design for me?
I love working on custom designs but it really depends how busy I am at any given time. Small changes such as a change of ribbon or a different sizing can often be accommodated but anything large scale really would depend on what I have going on at the time. Please do ask and if I can, I absolutely will!
* Can you do a discount for a large bulk order?
If you require a large amount of a product; tags for a wedding for example, I can generally come to some arrangement with you depending on the size of the order. Please just ask and I will try to help.
* What is your returns/cancellation policy?
I do accept cancellations. Please ask for a cancellation within 6 HOURS of placing an order. Refunds will be issued immediately for cancellations provided the order has not yet been sent out. If you ask for a cancellation AFTER 6 hours has passed and your goods have already been sent out, please refer instead to the returns information below.
I do accept returns. Please contact me within 14 DAYS of receiving your goods to let me know you wish to make a return. Return items to me in saleable condition within 30 DAYS of receiving your goods. I will issue a full refund (minus postage) for the goods when they arrive back with me. Please be sure to get a proof of postage slip from the post office OR use a tracked service. Tracked 24/48 can be purchased online via Royal Mail's Click & Collect service.
Return your goods to :
The Attic Rooms, 5 Rathmell Road, Leeds, LS150NS, West Yorkshire, UK
EXCEPTIONS - PERSONALISED/CUSTOM MADE GOODS CANNOT BE RETURNED UNLESS FAULTY OR DAMAGED. DIGITAL DOWNLOADS CANNOT BE RETURNED OR REFUNDED DUE TO THE NATURE OF THEIR INSTANT DELIVERY METHOD.
* My order arrived damaged! What should I do?
My orders are all carefully packaged but on occasion, (although it has not happened yet I am delighted to say!) an order may arrive damaged. Please let me know straight away and send me 3 photographs of the damaged item from different angles. I need these to make an insurance claim with my carrier. Email photographs to admin@theatticrooms.co.uk
I can then offer 2 solutions.
Either
* A return and full refund (including the original postage you paid) OR
* You can choose to return the damaged item (return postage will be refunded upon receipt of return) and have a replacement sent to you instead. PLEASE NOTE - Replacements can not be given for some OOAK 'one of a kind' pieces and in this instance a full return and refund will be given instead.
* My order didn't arrive! Can I get a refund?
All orders are fully tracked on their journey. A UK Tracked 24 parcel is not considered 'lost' by Royal Mail until 7 days AFTER the expected delivery date has passed. For overseas parcels it is 25 days AFTER the expected delivery date has passed. No claims can be entered into before these dates have passed. Contact me after these dates have passed and I will of course assist you.
* Tracking says 'delivered' but I can't find my parcel. What should I do?
It is your responsibility to ensure that you have a designated 'safe place' to receive your parcels securely. Please check with your family members, neighbours, parcel locker, local mail office first as your parcel may be simply waiting for you or have been received by another person in your household. If you still cannot find your parcel, please contact me and I will check the GPS tracking information with the relevant office.
If tracking/photo evidence proves that your parcel was in fact delivered I will not issue a refund. Porch piracy/fraud is a criminal offence and I will always report any stolen packages or suspected fraudulent activity to the relevant police department for a full investigation.
* How do I contact you?
Email me at admin@theatticrooms.co.uk or use the contact form at the bottom of the web page.
* I am overseas in (USA/Canada/Australia/New Zealand). Will I have to pay customs charges/fees/tax to receive my goods?
I cannot be responsible for any import custom/duty/sales tax or fees you may need to pay to receive your order. These are unfortunately out of my control. You can check with your local mail/customs department prior to placing an order if you need further clarification.
* How do I sign up for your newsletter?
You'll find the link for the newsletter sign up at the top of the website.
* Do you ever offer free shipping?
I currently have a shipping promotion to give a shipping discount to UK customers who spend £35 or over and also customers in the USA, Canada, New Zealand and Australia when they spend £45 or over. This is calculated automatically for you at checkout. The UK shipping discount is currently worth £3.50 per order and the overseas discount is £10.50 for USA and Canada and £12.50 for New Zealand and Australia. This covers free tracked postage to all these destinations.
* What methods of payment do you accept?
I currently use Paypal to accept payments. You do not have to have a Paypal account to use this service.
* Do you have a loyalty scheme?
Yes! See this page for details... https://www.theatticrooms.co.uk/attic-rooms-loyalty-scheme