Everything is handmade to order in our studio in Suffolk. Please allow 5 working days for us to ship your order. However, if you are in a rush for your order we will always do our best to make sure you receive it in time! So drop us an email and we will prioritise it, or let you know if this is not achievable for us.
Damage and loss in transit
Occasionally, unfortunately, things do get lost or damaged in transit. If this happens with your shipment, please advise us and we will supply replacement goods as soon as possible. However, since we never knowingly ship damaged goods we need your help to try to recover our costs from the carrier wherever possible.
If you do receive damaged goods, please retain all relevant documentation so that an insurance claim can be made against the carrier’s insurers. If you receive a battered parcel, note the fact on the delivery note, even before you open the package to examine the contents. If you are unable to open the damaged package in the presence of the carrier, make sure that you sign for it as ‘Damaged package / Goods not yet inspected’ or similar to warn the carrier that a claim may be forthcoming.
Whatever the circumstances, please contact us by email or telephone with as much detail of the damage or loss as you can provide, as soon after delivery as possible, so that we can arrange replacement goods and start following up the carriers.
Please do NOT return damaged goods, unless and until requested to do so as this may incur additional costs unnecessarily.
Returns and refunds
We endeavour to provide beautiful, carefully wrapped products and we hope you love your new purchases. However, we offer a no-quibble returns policy on all our non-personalised products, whatever the reason – even if you have just changed your mind. All we ask is that you return the goods to us within two weeks, with a note giving us the reason for the return, and whether you would like an exchange or refund. Please could you retain a Certificate of Posting.
If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
If an item you have received is damaged please inform us within 24 hrs of delivery to arrange for a replacement to be sent. In the case of faulty goods, we will reimburse you in full (the cost of the product and postage). In the case of non-faulty goods, we will reimburse you for the cost of the product only. Please ensure that these are returned unused and in their original condition (including the packaging).
Please send all returns to: Vintage Playing Cards Ltd, Unit 1, Woodside Business Park, Thetford Road, Ingham, Suffolk, IP31 1NR