PROCESSING AND DISPATCHING TIMES
I will usually process and post your order within 2 to 14 working days of your payment clearing depending on the items. If I expect it to take longer, there will be a special note on the listing to let you know or send you an email.
Larger orders or custom orders it might take as long as 3-4 weeks.
Most parcels are sent using Royal Mail 1st Class or 2nd Class Signed For. We also use International Standard or Tracked and Signed service, Hermes UK (tracked), Hermes (International tracked and signed), DPD or UPS.
Proof of postage is obtained but tracking is not available with all postal services.
*Please note shipping time may vary depending on your location and customs processing. During high season and sale, delivery might take longer.
Customs or overseas postal services may delay deliveries and delivery times may take longer at busy times like Christmas. The buyer is responsible for paying any duties and/or customs fees that may be incurred by their destination country.
UK - orders are sent by Royal Mail 1st Class or 2nd Class Signed For - usually takes 1-3 days for delivery
EU Europe - Normally 3-10 working days, but please allow at least 2 weeks.
USA / Canada / Australia / other parts of Europe - Please allow at least 3 weeks for delivery (although sometimes will arrive in just a few days)
If you wish to arrange courier or expedited shipping, please send us a message. We will give you an accurate quote for the cost.
TRACKING THE ORDER
You will receive a tracking number (where available) with the shipping confirmation email. We send this email as soon as the item is shipped.
BREAKAGES DURING DELIVERY
It is the customer’s responsibility to check goods on arrival to ensure no breakages have occurred in transit. Any breakages must be reported immediately - the same or next working day after arrival. For more details about the return of a damages parcel check Returns and Refunds.
*Please note Carla’s Treasure is not responsible for any breakages that occur once the resource has been played with. Manufacturing faults will be referred to the manufacturer and returns on this basis are at the manufacturer’s advice only.
If you haven’t received your order within the stated timelines, please let us know about it. We will send an investigation request to the shipping courier. The investigation time can take 4 - 8 weeks. As soon as we receive any information, we will contact you. When the courier confirms that the item was lost, we will refund a full cost of your order including shipping costs or we will can offer a replacement.
We only ship to the address provided. It is the customer’s responsibility to provide correct and up to date shipping information. You can change the shipping address after purchase if your order has not been shipped. Please provide us with the correct address as soon as possible. If the item was shipped to the wrong address, it’s still possible to have your package delivered to another address. Please kindly check your local post services. If the order is returned to us, we will refund a full cost of your order excluding shipping costs.
For all unclaimed packages, you will be debited the full cost of your order excluding shipping costs.
Postage rates are beyond our control and if you have any questions about the shipping cost of your order please contact us.
If you prefer to have your package insured against loss or damage, please contact us and request upgraded shipping and we will send you a price quote and then a PayPal invoice for the difference.
If your order is a gift going directly to the recipient, we are happy to include a personal message card from you for no extra charge. If you would like this service please let us know what you would like us to write (to fit on a postcard) in the "Note" field during checkout.
Items are shipped in cardboard boxes or sturdy shipping envelope.
RETURNS AND EXCHANGE DETAILS
If you are not entirely satisfied with your purchase, I am here to help.
I am very careful about the quality the products I make and the other resources I sell, but if there is a problem with your order, or an item is faulty, please get in touch. I will offer a replacement if possible or you are entitled to a full refund or replacement.
You have 30 calendar days to return an item from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
How To Return Your Item
To return an item to us, please mail it to the address it came from.
You can also contact us if you have any questions.
If the item/-s arrived damaged or has/have defects:
1. Please send us a photograph of a damage or a defect in an email attachment.
2. If it's not possible to repair the product, we will refund a full cost of your order including shipping costs without asking you to ship it back. If we find that it's possible to fix the product, we will ask you to ship it back to the address listed on the shipping slip. We will refund a full cost of your order including shipping costs.
WHOLESALE & CONSIGNMENT:
We accept wholesale orders, please contact us for more information.
VAT: Carla’s Treasure is not VAT registered and our prices do not include VAT.
INVOICES: If you need an invoice please get in touch.
Our handmade products and educational materials are safely enclosed in bubble-envelopes or cardboard boxes. Please remember many of our packages wil not fit through letter boxes.
Additional Policies and FAQs
I de-list sold items from our site as soon as possible, but it in the rare instance that an item has sold elsewhere just before you make your order, it may not be possible to accept your order (many of our products are one of a kind, or produced in small quantities from limited amounts of materials) or to fulfil your order within the usual timescale (for instance, if a really large order has reduced stock levels).
In this case, I will get in touch to see if you would like a similar, substitute item (if available, for one of a kind or short run products) or would like to wait for new stock to come in (for supplies and materials).
It is also possible that we may not be able to accept an order for a customised item if we don't have a making slot and could not produce it in time before the date you require it.
All material is copyright Carla’s Treasure. This includes treasure baskets, logo, appearance, images, illustrations, photographs, etc.
Our work may not be shared or redistributed. You may not use it in ways that infringe copyright so you are not permitted to duplicate, copy, sell, modify or otherwise exploit the content, or to claim the work as your own, or as your own design.
You may share product images on sites such as Pinterest, Facebook or Instagram, providing you give proper attribution, so that others can see that the product was made at Carla’s Treasure. You are not permitted to use images or other materials in a commercial capacity unless permission has been sought and agreed with us in advance.