SHIPPING

UK DOMESTIC SHIPPING

All items are carefully packaged to ensure safe transit. Packaging materials are recycled where possible.

Standard Deliveries: As a small business, we cannot offer next-day delivery services. All standard orders are dispatched via Royal Mail 2nd Class with typical delivery times of 2-3 working days after dispatch, these times may vary. Delivery costs are included in the price for all UK customers unless otherwise stated in the product listing.

Furniture Deliveries: Please allow 1-2 weeks for delivery of furniture items. Delivery timeframes may vary based on your location and our courier's schedule. You will receive tracking information once your item is dispatched, allowing you to monitor your delivery's progress.

Delivery of furniture costs are calculated based on the size, weight, and destination of your item. These costs will be clearly communicated before purchase and are not included in the item price.

Commissions/Bespoke Orders: Due to the unique nature of each bespoke item, we cannot guarantee specific delivery dates for commissioned pieces. We will provide regular updates throughout the creation process and notify you of the expected completion date once production begins. All bespoke orders are sent via a tracked and signed-for delivery service to ensure secure receipt of your custom item.

Delivery Delays: While rare, delays can occasionally occur due to circumstances beyond our control (courier issues, extreme weather, etc.). We appreciate your understanding should this happen, and we will communicate any known delays promptly.

Non-Delivery: If your order hasn't arrived within the expected timeframe, please contact us within 14 days of the dispatch date. We will investigate with the courier service and resolve the issue accordingly.

Collection: Local collection from my Hertfordshire studio at "& by Donna Reeves" shop is available by arrangement at no additional cost.

INTERNATIONAL SHIPPING

We can ship internationally to select countries. International deliveries vary in length of time to arrive, depending on the destination and the product type. All international orders include tracking information that will be provided once your item is dispatched. Please note that any import duties, taxes, or customs fees are the responsibility of the customer and are not included in our prices. These charges vary by country and are collected at the time of delivery.

Please enquire before any purchasing for countries outside UK mainland.

Learn more about taxes on global orders

RETURNS

Ready-Made Items

We offer the option to return your ready-made item for a full refund within 14 days of receipt, provided that:

  • The item is returned in its original condition

  • The item is returned in its original packaging

  • The return is arranged with the original courier service

Please note that delivery costs (both original and return) will not be refunded. The item will be inspected upon return for any damage before a refund is processed. Refunds will be issued using the original payment method within 7 working days of receiving the returned item.

Damaged Items

In the unlikely event that your item arrives damaged:

  • Please contact me within 24 hours of delivery

  • Where possible, inspect your item while the courier is present

  • Take photographs of any damage and the packaging

  • Do not dispose of the packaging until the matter is resolved

Depending on the extent of damage, I will work with you to arrange a repair, replacement, or return. Minor damage may be rectified with touch-up services, while significant damage may warrant a full replacement or refund.

Commission Work

Due to the bespoke nature of commissioned pieces:

  • Deposits for commission work (50% of the total) are non-refundable

  • Completed commission work is non-refundable

  • In exceptional circumstances, I may offer store credit at my discretion

Workshop Bookings

  • Full refunds are available if cancelled more than 14 days before the scheduled date (not applicable to private workshops)

  • 50% refund will be given if cancelled between 7-14 days prior to the event

  • Bookings cancelled within 7 days of the workshop date are non-refundable

  • You may transfer your booking to another person with at least 24 hours' notice

  • You may transfer your booking to an alternative date if available

Custom and Made-to-Order Items

For items created specifically to your requirements:

  • These items cannot be returned unless they arrive damaged or do not match the agreed specifications

  • Any concerns about custom pieces must be raised within 48 hours of delivery

For any other queries regarding shipping or returns, please contact me directly at hello@jadedawn.co.uk.