Vera’s Vessels produces handmade products to order with some of our items being of limited inventory. The shipping estimates given at the checkout do not include production times. This means some items can take up to 4 weeks to ship depending on the nature and size of your order. If you require your delivery sooner or for a special occasion (i.e bespoke items) please get in touch via the contact page to discuss shipping times.
UK - All orders are sent by Royal Mail Tracked delivery, a tracked service with a 1 business day turn around for most zones. All products are shipped after 48 hours cure time, in suitable packaging and marked as fragile.
Outside the UK but within Europe - All orders are sent by Royal Mail Tracked delivery from the UK. They are then onto the country’s main delivery service. We can only estimate delivery time of 3-5 days. Please take note that once the item has left the UK, we are not liable for any delays. All products are shipped after 48 hours cure time, in suitable packaging and marked as fragile.
Rest of the world - All orders are sent by Royal Mail Tracked delivery from the UK. They are then onto the country’s main delivery service. We can only estimate delivery time of 6-7 days. Please take note that once the item has left the UK, we are not liable for any delays and this includes any holds in customs. All products are shipped after 48 hours cure time, in suitable packaging and marked as fragile.
PLEASE NOTE: The customer is liable for customs charges and duties, we are unable to estimate how much this will be as the decision is made by the customs authority.
UNDELIVERED POST & RETURN TO SENDER
Royal Mail will deliver your parcel and in some cases, leave a calling card for a local royal mail collection point. Items will be held for the period stated, if you do not collect the item(s) in this time then they will be returned to sender. Postage charge will then be payable in order for us to resend the items to you, we will not refund on the basis of non-collection so please make every effort to ensure you collect within the time frame given by Royal Mail. This is out of our control and sits within the delivery company policy.
RETURNS, REFUNDS & REPLACEMENTS
We hope that you love your order and enjoy your purchase as much as we did in making them, each item is crafted by hand. This means that each piece will have their own characterisations, shades and differences in appearance. Frosting is a natural occurrence when working with soy wax and may be present in some of our creations. For this reason we operate on a no returns basis, however, if there are any problems with an item you receive (i.e. postal damage on arrival) please send us an email at firstname.lastname@example.org, with a photograph of the condition as it arrived. If it is prior agreed and you do need to return an item, then the customer will be liable for the return postage (unless otherwise stated).
In circumstances where you are unhappy with a purchase or would prefer a refund rather than a replacement due to postal damage, we require a photo of the product in the condition it arrived in, including the outer box/packaging, please send as much information as possible to email@example.com where we aim to respond to enquiries within 2 business day.
Where there has been mishandling of post, damaged post through no fault of the customers own, then we will always look to remake and replace the item(s), with no further charges (including postage) to the customer, where possible and at our discretion. In situations where, unknown skin reaction to the metals used in some of our jewellery, we will be unable to refund, accept returns once opened or replace these items free of charge. The fragrance within our candles are assigned to their design and not every scent suits everyone's personal taste, if you are unsure about committing to a larger, more expensive purchase, please contact us at firstname.lastname@example.org in order to ensure it is in line with your expectations.
Please always contact us first to discuss any issues you may have experienced, we are always here to help.