1. I have a question, how should I get in touch?

   • As we can't guarantee that every social media post will be seen, we encourage all customers to contact us via email (our address is hellotaniasfelties@gmail.com with any specific queries.

   • This mailbox is monitored Monday to Friday and we do our very best to reply promptly.

   • You should expect a reply to any email within two working days. 

2. What's your turnaround time? ​​

   • We aim to dispatch orders containing embroidery within 15-21 working days and non embroidery only orders within 3-5 working days. During very busy times this timescale may need to be extended, however you'll always find up to date information about this on our website's homepage and via updates on Facebook.​

3. Are you on social media? ​

   • Yes! Tania's Felties - Bow & Craft Supplies can be found on both Facebook and Instagram.

   • There is also a Customer Group on Facebook which is a fun, safe space for sharing ideas and general discussion; feel free to join! ​

   • Every like and every share from our customers really means a lot to us and helps our business grow!

4. What's the OMG! Box all about?​​

   • The OMG! Box is 'Our Monthly Glitz', a surprise box that's available at 8pm on the last calendar day of every month. 

   • They tend to sell out (very) quickly so pop a reminder in your phone! 

   • For only £10.00 (plus postage) you'll get your hands on some of our newest releases, before they hit the website for general sale, a mixture of fabrics, embroidery, charms and more! 

   • We keep things fresh with a different theme every month in keeping with the season.  

   • Box numbers are limited so it's literally 'first come, first served'! 

   • As the boxes always contain embroidered items, the turnaround is in line with our usual target of 15-21 working days. 

5. What about postage?

   • Our orders are delivered via a signed for service, usually with Royal Mail. 

   • If your order exceeds 2kg in weight (approximately 50+ sheets of A4 glitter fabric) it may be delivered by another courier.  

   • Proof of postage is always obtained and tracking information is available on request. 

   • Free UK delivery is available on all orders over £50.00.  

   • A dispatch email will be sent as soon as your order is on its way.

6. Can I add to an existing order?

   • If you’d like to add to an order, please contact us via email and we’ll see what we can do to help.

7. How do I pay?

   • Currently we accept payment via Clearpay, PayPal and Debit / Credit Card via Wix Payments. All these options are available at checkout.

8. My order hasn’t arrived, what should I do?

   • Please contact us via email in the first instance for your proof of postage at hellotaniasfelties@gmail.com. Royal Mail do not consider a letter or parcel to be missing until 11 days after we’ve dispatched it, so we’d need to wait that length of time before offering either a full refund or replacement. If a replacement is chosen, we’ll do our best to get it out to you as soon as possible but the original dispatch times would apply. As suppliers we’ve been on the receiving end of our fair share of delivery nightmares so will always do our best to be as helpful as possible!

9. Do you offer discounts?

   • We regularly run offers and promotions – keep an eye on our social media for these!

10. Do you offer personalised / custom designs?​

    • We welcome requests for any custom digitising or personalisation that you don’t see on our website. We try our best to be as accommodating as possible!

11. What is your returns policy?

    • Returns will gladly be accepted within 14 days. However, the buyer is to arrange and finance the return postage and these costs are non refundable. To process the refund, all we ask is that the items are in a resaleable condition when we receive them. Please note that we can only accept returns for personalised items in the event of a faulty product. Please contact us at hellotaniasfelties@gmail.com for support throughout the process.

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