Ordering​

• My work is  entirely made by hand. Though some products may be available to send at the time of your order, there are times your requested item may need to be custom made. I will make the work within 5 business days of your order. If you are in a super rush, get in touch and I can let you know if I can do it sooner for you. You will be notified via email once your order is confirmed.

• Online payments will be requested through Paypal, Afterpay & Stripe.. When a payment has been taken you will receive a confirmation email.

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Commissions

• I am happy to work with you to create bespoke pieces and can meet with you by appointment or arrange  via email. 

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Returns

• I hope that you will be delighted with your  purchase. If for any reason you are not entirely satisfied, I am happy to offer an exchange, or a credit note, within 5 days of receipt of purchase.

• I wish to resolve any issues quickly so please don't hesitate to contact me.

• My work embraces and celebrates the organic and its intrinsic imperfections, however if you feel there is a manufacturing fault please get in touch to return the item, so it may be inspected and reviewed.

• Returns/refunds are generally not accepted due to change of mind. If there is a problem with your purchased product please contact me with details to begin the refund/exchange process.

• The following rules apply to accepted refunds/exchanges.

- Goods must be returned within 10 business days of contacting me about return.

- The merchandise and packaging must be in its original condition.  

- Customers will be responsible for all shipping & re-shipping charges for exchanges.

• Refunds are not guaranteed until the product is assessed for fault.

• I advise that you send the merchandise back using a method of postage which can be tracked.  I cannot be responsible for lost, damaged or missing parcels.  All goods are your responsibility until they reach my return address.

• The refund will be processed within 5 business days of the returned merchandise being received by me.  Please note that it may then take 3-5 business days for the refund to reach your account. 

• Unfortunately commissioned purchases cannot be refunded or exchanged, unless they are faulty.

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Privacy

• sophiecarnell.com will only collect information needed in order to post your items to you or to have a conversation with you regarding your order. sophiecarnell.com will not knowingly share your email or postal address with any third parties., Paypal, Afterpay & Stripe will be dealing with payments, sophiecarnell.com will not have access to your payment details.