HOW SOON WILL MY ORDER SHIP?
Our “Made to Order” processing time is 2-3 weeks. This excludes shipping times which will depend on the option you select at checkout.
Our processing time is an estimate of the time it will take to make and ship the item and is not a guarantee. Occasionally it could take a few days longer. If we expect a delay more than a few days we will contact you to let you know the status of your order and when you can expect it to ship. For this reason, it is always best order in plenty of time and to also leave your wear date in the note at checkout so that we are aware of the date you need the item to arrive by.
Our "Ready to Ship" items will ship within 1-3 business days unless otherwise stated.
NEED AN ITEM REALLY QUICKLY, DO YOU ACCEPT RUSH ORDERS?
We generally are able to accept rush orders for a $25 fee. Please contact us at firstname.lastname@example.org prior to purchase with the style name, colour, your wear date and country so we can let you know if there is time in our schedule to make your piece and what shipping option will best meet your requirements. The “rush order fee” covers the cost to make a last minute item, which we aim to ship in 1-3 working days. This fee however, does not cover any shipping upgrades that you may want to purchase additionally and are available to select at checkout.
If a “rush order fee” is purchased without prior contact and consent we cannot guarantee that we will be able to ship the item in 1-3 business days and reserve the right to cancel your order if we cannot meet your deadline.
Your items shipping insurance cover is dependent on the shipping method you select at checkout.
Standard shipping is insured up to $250NZD which means, if your items is valued at less than $250NZD it is insured, but if it is valued at $251NZD or above, it is not insured at all unless you purchase the “additional insurance” listing with your order.
With either EMS or FedEx your order is insured up to $2000NZD
Please contact me if you require insurance cover for above $2000NZD
You can easily see the value of your item in NZD by selecting NZD as the currency in the top left hand corner.
LOST PACKAGES AND SHIPPING ISSUES?
Occasionally parcels can get held in customs and can take longer than anticipated. It’s always advisable to have tracking if at all possible.
Tracking for the Standard shipping option is only available to the following countries;
United States, United Kingdom, Australia, Austria, Belgium, Brazil, Denmark, Finland, Hong Kong, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Norway, Portugal, Singapore, Slovenia, Spain, Sweden, Switzerland and Turkey
If you are from one of these countries and you’d like tracking, please upgrade to EMS or FedEx at checkout.
Please make sure that the address you give us is accurate and secure.
We highly recommend purchasing either of the shipping upgrades for peace of mind as both have tracking numbers and are less prone to delays.
Please note that customs can hold your package for as long as they want to and this is out of our control. It is always a good idea to order with plenty of time to spare in the unfortunate event that an item is held for a prolonged time.
In my experience, the countries most prone to longer customs delays (but not limited to) are Canada and Germany.
All countries can experience delays in December and early January due to the increase of parcels in the system over the Christmas period. Please allow an extra month for shipping at this time.
If your order is being sent to Mexico or South Africa, or any other country with a parcel theft problem, you must select a shipping upgrade to insure that you have a tracking number; this reduces the risk of your item being stolen. If you select non-tracked standard shipping and/or your item is stolen we will not be responsible for refunding you or replacing the item.
We label items with their true value so please account for customs fees that your country may charge. Customs fees are the responsibility of the recipient to pay.
DO YOU OFFER RETURNS?
Due to the handmade nature of our items we cannot accept returns or exchanges. Please choose your items carefully and feel free to ask us any questions about our items prior to purchase.
DO YOU ACCEPT CUSTOM ORDER REQUESTS?
We are currently accepting simple modifications to existing designs (subject to additional fees) and custom order requests starting at $350USD
CAN YOU RECREATE AN ANNA MARGUERITE ITEM THAT IS NOT AVAILABLE IN YOUR SHOP?
We can often recreate items that have been discontinued. Please contact us with pictures or a description and we will let you know if we are able to meet your request.
HOW DO I TAKE CARE OF MY ITEM?
- VEIL CARE
To remove any wrinkles that have formed during shipping, remove from packaging and hang for a few days.
If wrinkles have not completely fallen out you can either hang in the bathroom while having a shower (the steam helps loosen the wrinkles) or iron on a low “Nylon” setting, using a pillowcase between the iron and your veil to protect the tulle while ironing.
Tulle can burn or melt if ironed too hot so be very careful.
You can have your veil professionally steamed if you prefer.
- METAL HEADPIECE CARE
It is best to store your items in an airtight location to prolong the natural tarnishing process from taking place. Placing your items in a simple zip lock bag will help keep your items look beautiful for a long time as it restricts moisture and airflow.
Avoid getting hairspray or other products on your headpieces as any oils or chemicals can damage the metals and cause discoloration and erosion.
Please be gentle with metal parts and avoid bending back and forth.