SHIPPING

All vintage and handmade products will be dispatched within 3 business days (excluding weekends and UK bank holidays).

Made to order items are dispatched within 5 working days (excluding weekends and UK bank holidays).

All orders are sent using tracked postage. The delivery service I use is Royal Mail.

Please note that we are not responsible for any delays caused by circumstances outside of our control. For example, (but not limited to) postal strike action, delays caused by weather, customs delays etc.

RETURNS

We are confident that you will be happy with your purchases, however if you are not for any reason, you have 14 days to return the item from the date of receipt. This is in accordance with UK distance selling regulations.

You must contact Nine Lives and Beyond to notify us that you wish to return your order. You can contact me using the contact form on the website or by email at: emma.wray@ninelivesandbeyond.co.uk

I will respond to emails within 3 working days.

DAMAGED OR WRONG ITEM

If there is a problem with your order, please contact us as soon as possible. All items are packed with care and in appropriate packaging.

Problems include, but are not limited to; items damaged in the post, wrong item received or item lost in the post.

If your order arrived damaged, you will need to provide the following:

• Photographs of the original packaging
• Photographs of the damaged item/s
• Date the item/s were received

The delivery service I use is Royal Mail and in order for me to make a claim for a damaged item, the above information is required.

In the case of a missing order, Royal Mail require me to wait ten working days from the date the item was posted, before I can make a claim. Customer patience and understanding is really appreciated in these situations.

I will always do my best to investigate and resolve the problem as soon as possible.

FORCED RETURNS

Please note that I do not accept forced returns and no refunds will be given for this type of return. A forced return is one where a customer returns an item without having notified Nine Lives and Beyond first. This also includes orders that are returned by Royal Mail due to the customer not collecting their parcel or an incorrect address was provided.

NON RETURNABLE ITEMS

Please note that refunds are not issued for the following items:

• Made to order
• Personalised items
• Clearance/Sale items
• Earrings for pierced ears (For hygiene reasons)

RETURN PROCESS

Customers are responsible for the cost of returning items. We advise that you return items using a tracked postage service.

Ensure to package items carefully and use appropriate packing materials.

Items must be returned in their original condition, un-unused or damaged. Once your returned item has been received, it will be inspected before a refund is issued.

We will refund you within 14 days of receiving the returned item.

Refunds will go to the original payment method, used to purchase the item/s.