FAQS

FAQ's

 

ORDERING

Where are your products made?

I create every single design by hand in my studio in Brighton. Artworks are then printed locally using small independent businesses that have sustainable and eco-friendly practices in place. However for any bespoke or unique hand pulled or printed works then the whole process is done in-house at my studio by myself.

 

How will my order be presented?

I am proud to use completely plastic free packaging. All packaging used is 100% recycled and recyclable. Your products will be packaged using plant-based cello bags and pulp backboards, raw unbleached organic cotton drawstring jewellery bags and recycled boxes. Items will be wrapped in recycled tissue paper, sealed with paper tape and sent out using kraft envelopes, tubes or boxes. All of our packaging can be recycled, re-used or composted. We also include packaging information and recycling advice in every parcel. 

 

Can my order be sent as a gift?

Absolutely! You can choose to gift box your order by adding this note to your cart before checking out. I can also include a note if you'd like and never send parcels out with financial information in them. Please note that parcels are often sent out with branding stickers on them.

 

DELIVERY

How much is delivery to the UK?

Delivery to the UK starts from just £2 and is calculated on the contents of your basket. We also offer delivery upgrades and free standard shipping when you spend over £50 online. Often there are promotions running that automatically give you the option to select free shipping!

 

Do you deliver internationally

All products can be delivered internationally. International delivery rates are calculated on the weight of your order and will be displayed during checkout. I would advise customers to opt for signed and tracked international shipping when making large purchases, to ensure your items are insured and arrive safely.

 

I need a parcel tomorrow, can you do that?

Unfortunately I do not have next day delivery. It would be impossible as an individual to accommodate for this. My business is run solely by myself with the help of my wife and I do not have any staff at present.  If I were to have this delivery option in place, it would be unable to operate properly or successfully. Instead I offer both Royal Mail Standard and 1st Class tracked and signed options. Standard delivery can take up to 2-4 days and 1st Class delivery is often next working day but cannot be guaranteed. However this is from when the order is received and processed by myself and not from when the order is placed.

Orders are received during work hours only, and processing can take anywhere between 1-7 working days, when an order is processed, it is then shipped out the next working day, at that time you’ll receive a dispatch notification telling you your order is on it’s way.

Sometimes delays may occur for a period of time but there will be an update beforehand telling customers about this. An example of this being when I am going to be away on annual leave.

If you require an order to be delivered by a specific date, for example for an occasion or an event, it is best to leave a note on your order to state this or to send me an email, that way I can make your order a priority to process.

 

Who will deliver my parcel?

I use Royal Mail for the vast majority of parcel deliveries. However I do also use Parcelforce or DPD Local for larger orders.

 

How will I know when to expect my parcel?

You will be sent an email when your parcels leaves here. For Standard 2nd Class orders being delivered by Royal Mail we estimate a delivery lead time of 2-4 working days upon dispatch. Royal Mail 1st Class orders can usually be expected within 1-2 working days upon dispatch and are sent on a signed-for service so you will be able to check on the status of your delivery via a link in your dispatch notification. 

 

What if I'm not home when my parcel is delivered?

Royal Mail - If you are out when your parcel is delivered your parcel will either be left at your chosen safe place or with a neighbour. If neither of those options are possible then your parcel will be taken back to the sorting office. You will be left a card with details to arrange re-delivery or collection.

 

DPD Local and Parcelforce - If you miss your DPD Local or Parcelforce delivery the driver will either leave the parcel with a neighbour or return it to the delivery depot. You will normally be given the option to reschedule delivery by text or email. We request a signature upon delivery for all DPD Local or Parcelforce deliveries so sadly they cannot be left at a safe place.

 

What shall I do if I'm having problems with my delivery?

If your delivery isn't going to plan then please contact me right away. I am here to help sort out the issue and will do everything I can to get your parcel to you. You can call on +44 7954 325 654 or email at contact@byjameswilson.com

 

My parcel was damaged, what shall I do?

If you've received your order and something has been damaged during delivery please let me know right away. Please email details of your delivery, what's damaged and a photo if possible and I will arrange for replacements to be sent out accordingly or a refund depending on the situation and what you'd prefer. I request that all damages are reported within 24 hours of delivery. 

 

Something is missing from my parcel, what shall I do?

I am only human and very occasionally may miss something out of your parcel. If this has happened please let me know and I will get the missing item to you whilst apologising profusely! 

 

BESPOKE & CORPORATE ENQUIRIES 

Can we bulk buy products for a corporate event?

I am always happy to discuss bulk orders for corporate events or gifts. Please email emily@byjameswilson.com an overview of what you had in mind and she will get back to you with a detailed quote. 

 

STOCKIST AND SUPPLIER ENQUIRIES

Can I become a stockist?

I am currently taking on new stockists and would need you to complete a new stockist application form or email directly (you can find more information on the ‘Wholesale’ section) Stockist applications are reviewed as quickly as possible but this can take up to a week and possibly longer during busy times.