annarella | handmade : beaded stitch markers and original hand knits, london

ordering | delivery | payments and currencies | returns and refunds

ordering

I have promotional code for your shop, how do I use it?

You can enter our promotional code after you've added an item to your basket, in the appropriate box. Then click update to recalculate your total.

Please note that you can use a maximum of one code per transaction. We reserve the right to cancel promotions at any time without notice.

can I place an order from outside the UK?

Yes, of course. So whether you want to treat yourself or spoil your Secret Pal, distance's no object!

how will I know that you've received my order?

Your order will be confirmed on screen immediately and you will also receive an order confirmation email from us. Please note that if you have ordered by phone or post and haven't provided an email address you will not receive an email.

who do I contact if I have a query with my order or your products?

Please see our contact page for our contact details.

how do I cancel an order?

We aim to get your products to you as quickly as possible and therefore if the item has already been despatched cancelling an order may not be possible. However, in the first instance you should contact us, immediately upon changing your mind, and we'll see what we can do.

delivery

Please see our delivery page for info.

payments and currencies

what methods of payment do you accept?

We accept GBP Sterling payments by credit and debit cards through Paypal, with or without a Paypal account.

If you do not have a debit/credit card, and are purchasing from within the UK, then UK cheque payments are also accepted (although not preferred), however we shall not be responsible for cheques lost in the post. If you would like to pay by cheque, please notify us in advance so that we can reserve your item(s) and provide you with our postal address. We shall hold your item(s) for 10 days whilst awaiting payment after which it will go back in the shop. Please note that your cheque will need to clear before we are able to despatch your goods - we apologise for any inconvenience this may cause.

what currencies do you accept?

All prices are stated in GBP Sterling. If paying by debit/credit card, you can purchase in any currency accepted by PayPal (currently: Canadian Dollar, Euro, Pounds Sterling, US Dollars, Yen and Australian Dollar), who will make the conversion automatically at the checkout.

returns and refunds

do you accept returns?

We are unable to accept returns (unless the goods arrive damaged - see below). However, we want you to be really happy, no, scrap that, we really want you to be ecstatic about your purchases! Any problems, comments, questions, please do let us know and we'll do whatever is in our power to rectify the situation.

what if an item I've ordered is out of stock?

We are pretty accurate with our stock control, so generally, if an item is displayed on our Web site, then it should be in stock. However, on the remote chance that your item is out of stock, we shall notify you immediately and advise you of when it will be next in. You will then have a choice of waiting or getting a full refund including P&P - we won't hold it against you, promise :)

what should I do if the goods arrive damaged?

If any part of your order arrives damaged, you should notify us within 24 hours of receipt so that we can take this up with the carrier. You will then need to return the damaged goods to us and upon receipt we shall send you a replacement or offer you a full refund including P&P.

I need additional help!

If you didn't find the answer to your question on this page, or in our delivery page or if you are experiencing technical difficulties please contact us.