FAQ

If you have any suggestions on how we can improve our service, please don’t hesitate to get in touch at lisa@cardbastedesigns.co.uk

What are the shipping options?

We have tried to keep postage costs as minimal as possible.

Royal Mail First Class Signed for^® is included in the price of your order.

Royal Mail Special Delivery Guaranteed by 1pm^® the next working day* is shown on the order page and includes current Royal Mail pricing and our administration costs. *Currently, due to Covid 19 on this service, delivery is by 4pm the next working day.

Will I get an envelope with my card order?

They come with something better than an envelope. An elegant box.

Can I order your products to be sent abroad?

We do not currently sell our products abroad.

When will I receive my order?

We ask our customers to allow up to 5 working days to receive their orders. While they are likely to arrive sooner than this; this helps to avoid any disappointment caused by unexpected delays.

Delays due to Covid19 is unlikely, but may be occasionally unavoidable. We suggest that you leave plenty of time to place your order.

Can you prioritise my shipping?

We offer Royal Mail Special Delivery Guaranteed by 1pm^®*. This service is an extra charge. *Currently, due to Covid 19 on this service, delivery is by 4pm the next working day.

I gave you the wrong shipping address. Please can you change it?

We can cancel the original order and ask that you place it again with the correct address. 

What do I do if I never received my order?

Please contact us lisa@cardbastedesigns.co.uk

Why are the colours on my printed product different from my desktop?

We’ve made every effort that the colours displayed on our website are a good representation of the printing, boards and papers that we use.

I want to remove the ribbon from my card, will it damage the card if I do this?

We don’t recommend that you remove the ribbon, as it may tear the cardboard. Fixing tape for the ribbon has been kept minimal, if you choose to remove the ribbon, we cannot be held responsible for any damage this may cause.

If you would prefer not to have a ribbon on your card order, please tick box at point of order.

How is the product made?

Card Baste Designs products are all hand made.

Where do the materials come from?

Our paper manufacturer source paper products from renewable and sustainable sources.

Is your product recyclable?

The paper and boards are recyclable. FSC Certified. 100% Virgin ECF Fibre from the manufacturer who supplies us.

The string and ribbon are not. If you dispose the ribbon, please ensure that it is cut into small enough pieces so as not to harm any wild life.

How do I make changes to an order I’ve already placed?

Orders that have already shipped cannot be changed or cancelled, but we are typically able to make changes to orders that have not yet been shipped.   If you want to make changes to your order, please contact us ASAP at lisa@cardbastedesigns.co.uk

Can I cancel my order?

Yes, you can, if you contact us ASAP before it is dispatched. We reserve the right to refuse cancellation if notification is late and your order has already been processed.

Please contact us at lisa@cardbastedesigns.co.uk

My order has been misplaced/not delivered. What can I do?

If you have any issues with our delivery service, please let us know your order number and what the issue is. We will be happy to arrange re-delivery, or refund you for your order.

I received a damaged or defective order? What do I do

If you have any issues with quality or damages, please let us know so that we can provide you with a refund or replacement. We may request images for all issues to do with quality and damages. Please contact lisa@cardbastedesigns.co.uk with your order number.

I want to complain about the delivery service, how do I go about this?

If you have any complaints regarding our delivery service please reach out to us at lisa@cardbastedesigns.co.uk. (We are constantly striving to provide the best customer experience possible, and take any issues very seriously).

Can I get a refund on all or part of my order?

We really want you to be happy with your purchase. We will accept returns for items within 30 days of the original purchase date. Items must be returned in unused condition in their original packaging.

No items that have been customised; and are not at fault, are returnable.

Return shipping costs are the responsibility of the customer, and original shipping costs will not be refunded.

If you received a promotional discount on your order, that amount will be deducted from your return.

Returns received past the 30 DAYS containing ineligible items e.g. (Final Sale goods), will not be refunded.

Please make sure to ship return items in the original packaging, as damaged returns cannot be accepted.

If you want to check the status of your return, please contact lisa@cardbastedesigns.co.uk

I have requested a refund; how long will it take to reach my bank account?

Once we have refunded your order, it can take 3 to 5 working days to reach your bank account.

How do I contact your company if my question isn’t answered here?

Please contact lisa@cardbastedesigns.co.uk

27 April 2021