F A Q S

Dispatch Timescales

Most of the items I offer are custom made to order so it can take up to two weeks for me to dispatch them due to my working hours. I will always aim to get orders out to you as soon as possible. If you need an item quickly please get in touch with me before you order as I have a 'priority order' option for an additional charge. 

All items are sent via Royal Mail. Currently, I am not able to offer any tracking on this service. 

Delivery times can not be guaranteed and unfortunately Annie and Wilf cannot be held responsible for missing items. Please contact me if your parcel does not arrive after 14 days of receiving your dispatch notification. If you contact me before, I will usually ask if you can wait until the 14 days have passed which allow me to follow the matter up with Royal Mail. 

Digital Products

Sewing tutorials and templates are digital products and will be automatically sent to the email address you provide at the time of purchase. Please double check your email address when purchasing! 

If you have any problems downloading the files please get in touch, I'm always happy to help you out! 

There are no refunds on digital files. 

Delivery Cost - UK

Delivery to UK addresses for all orders are charged a flat rate of £3.00 per parcel. 

Delivery Cost - International 

International delivery is roughly £12.00 for small, or £22.00 for large parcels. This is for a Tracked and Signed For Service. I will not send via International Standard as it does not offer tracking. 

Returns and Refunds

I hope you'll be very happy with your order. However, if there is a problem with the order, or you have simply changed your mind please get in touch with me via email: rebecca@annieandwilf.co.uk

Please note, refunds are not offered on personalised or custom orders.

My return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately you won’t be eligible for a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Unfortunately I cannot accept returns on custom or personalised items.

To complete your return, please send your proof of purchase rebecca@annieandwilf.co.uk

Please get in touch to request the returns address. 

Once your return is received and inspected, you’ll receive an email to notify you. You’ll then receive notification of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, please contact your bank. There is often a few days processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me.

Exchanges 

I only replace items if they are defective or damaged.

If you need to exchange it for the same item, send me an email.

To return your product, please email me and I will provide the return shipping address.

I do ask that you are responsible for paying for your own shipping costs for returning your item, unless I have made an error with the personalisation, or order detail. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance as I can't guarantee that I will receive your returned item.