Shipping and Delivery Policy

Thank you for ordering from Handmade by Joyemma. Most of our products are personalised or made to order, so please read the information below before placing your order.

Making and processing times

Our current standard turnaround is 10–14 working days before dispatch.

This is the time required to create and prepare your order. It does not include the delivery time after your parcel has been dispatched.

Working days are Monday to Friday and do not include weekends or UK bank holidays.

Some products may have a different turnaround time. Where this applies, the timeframe shown on the individual product page will take priority.

During particularly busy periods, including Christmas, Mother’s Day, Father’s Day and the end of the school year, processing times may temporarily be extended. Any significant changes will be displayed on our website.

Date-specific orders

Customers are responsible for ordering in sufficient time for birthdays, weddings, Christmas and other date-specific occasions.

Please allow time for both the making period and delivery after dispatch.

Adding an occasion date or requested delivery date to your order does not guarantee that the order will arrive by that date unless this has been agreed with us in writing before the order is placed.

Choosing an upgraded delivery service only speeds up delivery after dispatch. It does not reduce the time required to create your order.

Delivery charges

Available delivery services and charges will be displayed at checkout before payment is completed.

Delivery costs may vary depending on the products ordered, parcel size, weight and delivery destination.

Delivery estimates

Delivery estimates begin from the date your order is dispatched, not from the date the order is placed.

Delivery timeframes provided at checkout or by the delivery provider are estimates and may occasionally be affected by circumstances outside the normal delivery schedule.

We will remain responsible for your order until it has been delivered to you or to a person you have nominated to receive it.

Dispatch confirmation

You will receive a dispatch confirmation by email once your order has been completed and handed to the delivery provider.

Tracking information will be included where the delivery service selected provides tracking.

Please check your email address carefully when placing your order and look in your junk or spam folder if you have not received an expected update.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address when ordering.

Please contact us immediately if you notice an error. We may be able to update the address if the order has not yet been dispatched.

Once an order has been dispatched, we cannot guarantee that the address can be changed or the parcel redirected.

If a parcel is returned to us because an incomplete or incorrect address was provided, the customer may be required to pay an additional delivery charge before the order is sent again.

Local collection

Local collection is available from Nelson, Penpedairheol or Pontypool by using the code:

LOCALPICKUP

No delivery charge will be applied when the valid collection code is used.

Collection is by prior arrangement only. Please do not travel to a collection location until you have received confirmation that your order is ready and collection details have been agreed.

Our standard making time still applies to collection orders unless a different timeframe has been agreed in writing.

Delayed orders

If your order has not arrived within the delivery estimate provided after dispatch, please contact us at hello@handmadebyjoyemma.co.uk.

Include:

• Your full name
• Your order number
• The delivery address
• Any tracking information received

We will check the tracking information and contact the delivery provider where appropriate.

Although we may ask customers to check safe places, household members and neighbours, customers will not be expected to resolve a confirmed delivery problem directly with the courier.

Parcels marked as delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please check:

• Around your property and any designated safe place
• With members of your household
• With immediate neighbours
• Any delivery photograph or tracking information provided

If the parcel still cannot be found, contact us promptly so that we can investigate the delivery.

A delivered tracking scan will be considered as part of the investigation, but it does not automatically prevent us from reviewing a genuine delivery issue.

Lost parcels

A parcel may need to remain undelivered for a specified period before the delivery provider will formally classify it as lost.

Where a parcel is confirmed as lost, we will offer an appropriate replacement or refund.

Personalised replacement products may need to be remade and will therefore require a new making period.

Damaged parcels

If your item arrives damaged, please contact us as soon as reasonably possible at [YOUR CONTACT EMAIL].

Please provide:

• Your name and order number
• Clear photographs of the damaged product
• Photographs of the outer and inner packaging
• A description of the damage

Please retain the product and packaging until we have reviewed the issue, as the delivery provider may require evidence as part of a claim.

Where appropriate, we will arrange a replacement or refund.

Orders containing multiple products

Where an order contains products with different making times, the complete order will normally be dispatched together once every item is ready.

If items are sent separately, you will not be charged additional postage unless this has been agreed with you in advance.

International delivery

We currently only offer delivery to destinations made available at checkout.

If an international destination is not available during checkout, we are unable to accept an order for delivery to that location through the website.

International customers are responsible for any customs charges, import taxes or local fees that may legally apply to their order.

Contact

For help with the delivery or collection of an order, contact:

Handmade by Joyemma
Email: hello@handmadebyjoyemma.co.uk

Please include your order number whenever possible.