Shipping, Returns and FAQ's

Shipping

 

All our products are made to order, please allow around 7 working days for your order to dispatch. Once dispatched you will receive an email confirmation, these can sometimes be filtered as spam so please check that folder too. 

 

We ship all UK orders under £60 with untracked 2nd Class Royal Mail postage. If you wish for your order to be sent with a tracked service please email hello@madebypaulinauk.com to enquire about a shipping upgrade.

 

Orders above £60 will be sent with 48h tracked mail and you’ll receive a tracking link in your confirmation email.

 

International orders are shipped with Tracked International Royal mail services, these range in prices depending on location and weight of your parcel. The prices start from £8 for flat parcels, to £35 for larger 2kg parcels. Orders that exceed the 2kg mark will be shipped in separate parcels. 

 

Taxes and VAT

 

We do not charge taxes and VAT. All EU customers are now required to pay VAT on shipments from outside the EU, due to Brexit that also includes the UK. If you are in the EU and wish to purchase from us we would advise you do so through our Etsy store here. Etsy is a market place and is therefore required to charge you the correct VAT charges for your country, by purchasing through there you will pay the VAT in advance and your shipment should avoid any further customs charges. 

 

Customers from countries outside the EU and UK are advised to purchase through our website as normal. 

Returns Policy 

 

If you wish to return any items from your order you have 15 days from the day you received your order to request a refund. Please do so by emailing hello@madebypaulinauk.com or by using the contact form on our website with your order number and reason for return. 

 

If your return is accepted you will receive instructions on how to ship your items back to us. The cost of return shipping on change of mind returns is covered by the customer.

 

To receive a full refund we require the item to be returned to us in the same condition you received it. It must be unused, with all the labels attached and in original packaging.

 

Once we receive your return items we will inspect and let you know whether your refund was accepted. If accepted you’ll receive an automatic refund to the payment method you used for your purchase.


Damaged Items 

 

In the unlikely event that all or part of your order arrives damaged please send us an email as soon as possible to hello@madebypaulinauk.com with photographic proof of the damages (to the products and the condition of the outside packaging). These will be used to file a damages claim with Royal Mail. We will do our best to asses and solve the issue with you.

Exceptions

 

Custom and sale items can not be returned, but please get in touch with us if there are any questions or concerns about your order.

Exchanges 

 

If you wish to exchange any items from your order please email hello@madebypaulinauk.com with your order number and details of what you’d like to exchange. Once we receive your returned items we will make and ship your new products. 

Do you take custom orders?

 

Yes, you can customise the colours of any of our existing products but we can not change the available shapes or sizes. Custom orders need 7-14 working days for production. Please inquire about pricing via email. 

How do I care for my items?

 

The items are sealed to be splash proof, they should be cleaned using a soft cloth and gentle soap.It is advised to clean harsh contaminants such as tea, coffee or wine as soon as possible to avoid stains. 

Jesmonite has not been tested for food safety, therefore we advise not to use it for serving food. It is not dishwasher or microwave safe. 

 

What is Jesmonite?

 

Jesmonite is a water based, toxin free composite material made using mineral powder and acrylic liquid, which is why it is often referred to as an Eco Resin. It is lightweight, heat and fire resistant. All items are sealed with an acrylic sealer to protect from water damage. You can find more technical information about the material on the official Jesmonite website.