FAQs
I have compiled a list of my most frequently asked questions below:
1. How can I get in touch with you?
You can email me at helenleppertdesigns@gmail.com or at hello@helenleppertdesigns.com. Please note that I work Wednesdays-Fridays inclusive in a different job so I will respond to emails on Mondays, Tuesdays and Saturday mornings.
2. How do I return an unwanted item?
You can view my return & refund policy here. I do not offer returns or refunds on the vast majority of items on my website because they are made to order. Please make sure you have read the policy before making your purchase.
3. What happens if a printed garment or mug doesn't look the same as in pictures on the website?
As I have become much busier, I have switched production of printed items such as tees, sweaters, hoodies and tech cases to a trusted production partner as I am unable to physically make the items myself quickly enough. There may be a small degree of variance in the appearance of printed items when compared with the listing images. This is an unavoidable part of the printing to-order process. Difference in colour will not render an item faulty unless it differs significantly from the image on the listing.
Why do embroidered items take so long?
I make each embroidered item myself to order and it can take up to 4 weeks before an order is despatched. Each of my bespoke designs can take up to two hours to make, which limits the number I can create on my working days. Quality and high standards are my main priority with embroidery items and I would never rush an order for this reason.
What should I do if my item arrives damaged?
In the unlikely event that you receive a damaged item, please contact me as soon as you are able to at helenleppertdesigns@gmail.com giving me a description of what you have received, with pictures of the damaged item and the packaging it arrived in, ensuring that the postage label is visible. This will enable me to escalate the matter with the courier and arrange for a replacement item.
