What is your returns/exchange policy?
We accept returns in the case of faulty or damaged products. If an order arrives damaged, or you believe it is faulty in any way, please contact firstname.lastname@example.org as soon as possible with a clear photo of the issue so we can appropriately address it for you. If we are not contacted within 14 days of delivery, we will be unable to take responsibility for the damage, unless it is a clear print/production error. Although we take care to package goods appropriately, accidents can happen during transit, and we will do our best to resolve any issues for you.
We do accept exchanges as long as products are returned in original condition
Do you cover the cost of returned or exchanged items?
Unfortunately as a small business, it costs us a lot of money to send and resend orders and so we just can’t cover the cost of returning orders to the studio, with the exception of those that are faulty or damaged. If you are unsure about a product or have any issues at all, do send us an email and we can chat about your order in more detail.
When should I expect to receive my order?
We post our orders 2-3 times a week. The shipping time will depend on the shipping method you selected at checkout and your location. Click here for more detailed shipping information.
Is it possible to rush delivery?
Selecting first class or tracked delivery will definitely hurry along the process of receiving your new goodies. We post 2-3 times a week, however we are always happy to try and accommodate special requests, so feel free to get in touch via email and we will do everything we can to get it to you in time.
Oh no! I gave you the wrong/an incomplete delivery address!
If this happens you must contact us immediately, before the item is dispatched. We won't be able to refund you for your order if it gets lost. Hopefully the item will be returned to us, and then we will offer to refund your order (minus postage) or ask you to pay postage again to send it out a second time with an updated address.
Oh no! My order has arrived damaged/faulty!
Don’t panic! Just contact email@example.com as soon as possible with a clear photo of the issue so we can appropriately address it for you. If we are not contacted within 14 days of delivery, we will be unable to take responsibility for the damage, unless it is a clear print/production error. Although we take care to package goods appropriately, accidents can happen during transit, and we will do our best to resolve any issues for you.
Do you ship to my country?
We do ship worldwide! Although it’s expensive, we do recommend selecting tracked options for overseas orders. In order to see your shipping rates, go to the checkout and input your address.
We do have weight limits for what can be shipped internationally, which is why you might receive an error message when trying to place an international order through our website. This means there is a limit to how many large items you can have in your basket, for example three tote bags or five mirror decals. As well as this, we unfortunately cannot ship our yearly and quarterly view planners internationally as their size exceeds Royal Mail international package sizes. However, if there is something you have your eye on, pop us an email at firstname.lastname@example.org and we can try to work out a solution for you.
Are all items shipped together?
Yes, with the exception of yearly and quarterly view planner, which are always sent separately to the rest of your order in order to protect them from being damaged by other items in your order. Both parcels will be dispatched at the same time but may not arrive together.
I have pre-ordered an item, will everything arrive together?
Yes, when the pre orders are ready to ship your whole order will ship. To avoid this, please place your order separately, or email us to arrange a separate shipping fee and we can dispatch the items that are ready!
Do you offer discounts?
We do offer some long-term discounts when you buy multiple items such as keyrings, cards and prints. However, only one of these discounts can be applied at a time. We don't often run discounts (got to keep 'em a treat!) but when we do we announce them on Instagram so be sure to follow us at @sighhstudio
Can you make custom pieces?
As Polly focuses on designing new product ranges, we do not take on custom pieces but are open to collaboration discussions. Just pop us an email at email@example.com and we can have a chat!
Are you able to donate a product to our raffle/charity/good cause?
We love to support what we can and it is always worth popping us an email at firstname.lastname@example.org to see what we can do to help.
Do you have options on your website for sending a gift to a friend/family?
Absolutely! We have the option at checkout to add a gift message/gift wrap to your order, which you can see here. As well as this, if you're looking to buy a card for a loved one, we can also write a message into your card orders for you and send them straight to your loved ones on your behalf.
I have placed an order during your most recent launch. Where is it?
Dispatch times can be slightly longer than usual during our busier launch periods but we are always working hard to make sure your orders are dispatched as quickly as possible! For example, occasionally orders can take up to 2 weeks to dispatch and this will be made clear in your confirmation email so you know when to expect your order. You can pop us an email at any time for an update on our current dispatch times.
How do I create an account for your loyalty points system?
There is a button at the top right hand side of our website labelled “Create account” where you will be prompted to input your first name, last name, email address and a password of your choice. Once you have done this, make sure you are signed into this account when placing future orders and your points should be applied to your account automatically after you have made your purchase :)
How does your loyalty points system work?
If you are happy to set up an account with us you can earn 10 loyalty points for every £1 you spend on our website (minus VAT and shipping costs) and every 100 points you earn will allow you to redeem £1 back on future purchases. There is a button on the bottom right hand side of our website that will help you set up and log into your account in order to earn these points with us.
If you have recently placed an order with us and have forgotten to sign into your account to claim your points, not to worry! Just pop us an email and we can add these points to your account for you.
Why does my Mountra not look as shiny as those photographed?
We post our Mountras with protective film on top in order to protect them from scratches during transit. Once this has been removed, it will reveal your shiny, pristine Mountra pieces underneath.
Still have questions? We are happy to help! Don't hesitate to get in touch with us at email@example.com