Q: Where are you based?
Naturesfae is based in Denmark!
Q: How and where are things made?
I create all of the artwork seen & sold through this website here in Denmark. I mainly focus on hand embroidery on pieces such as wall hanging hoops, hats, waist bags, thrifted clothes & also small accessories such as bookmarks, earrings, necklaces and more.
Q: Change of address/wrong address at checkout?
If you have entered an incorrect address at checkout & your order has been shipped, there is nothing further I can do. In the case that your package is shipped back to me, you will be expected to pay for re-shipping.
If your order has not yet shipped, please use the contact form, or email me directly at firstname.lastname@example.org with your order number and correct address. This does not guarentee that I will be able to amend your address in time before shipping orders, If your shipping label has already been created you will be expected to pay for an amended label.
Q: How long is the processing time to ship out orders?
All ready to ship pieces will be shipped out within 4-10 business days, unless stated otherwise in the description (eg for preorders, commissions etc). So your order will ship within 10 business days or 2 weeks of a purchase.
Q: Do you offer international shipping?
VAT is collected for EU customers. Please note that all non-eu international shipments (specifically the UK, USA, Canada, Australia) may be subject to additional duties, taxes and other customs fees based on the destination country's rules. We have no control over this and are not responsible for any of these additional fees. Please allow additional time for International orders to arrive due to customs processing delays. We cannot guarantee delivery by a certain date.
Q: Free or tracked shipping?
All products include free shipping. If you select free shipping at checkout you will not receive a tracking number as it will be untracked & therefore uninsured.
If you would like to purchase tracking it will be an extra $15, this will make your package traceable, signed for upon delivery & insured.
Q: How long does shipping take?
All packages usually arrive within 6-10 business days, unless they are held up going through customs. However please understand that international shipping can take up to 8-10 weeks in extreme circumstances.
Due to the pandemic some packages can take up to 8-10 weeks, with further delays if you are in the USA due to issues with the USPS, this really depends on which state you are from & the states your package goes through to get to you. Please note that purchasing tracked shipping will not speed up your delivery time.
Q: Delayed or lost package?
As most packages are sent internationally there is a small chance of it being held in customs or sorting centers, causing an unexpected delay. Unfortunately delivery times are out of my hands once I have shipped orders, as it is up to the postal service in your country.
For suspected lost packages, If you have chosen the free shipping there will be no further actions I can take unless your package is returned to me. However if you have paid for the tracked & insured option, I will be able to assist you in investigating a lost package & replacing or refunding depending on the situation.
Q: Do you accept returns/cancellations?
Please refer to this page: https://naturesfae.co.uk/policies/refund-policy
Please note, due to the inconsistencies between different display monitors, the colors you see on your screen/device may not be an accurate representation of the actual product.
By purchasing from naturesfae, you are agreeing to all terms. Last updated: 14/08/2020.
Edited 08/10/2020 - Orders will have a processing time of 4-10 business days, meaning after purchase your order can take up to 10 business days before being shipped.