FAQs

International Customers & VAT

Please be aware that we are based in the UK and customs and import tax fees will occur upon delivery of all international orders. These fees are the buyer's responsibility and vary for each country. We cannot advise how much these charges will be and strongly encourage international customers to shop on Etsy, where VAT is collected during checkout.

Our Etsy page can be found by clicking this link.

Delivery

We are currently a made-to-order shop. As such we overestimate our dispatch times and often ship items out much quicker than specified. Our current dispatch time can be found at the top of each page.

For domestic orders we use second class post as standard, which has a delivery estimate of 3-5 business days. We ask UK customers to allow 7 working days for delivery.

For international orders we use standard airmail which has a delivery estimate of 6-7 business days. We ask customers to allow 21 business days for delivery.

Please note that these estimates are in addition to our dispatch times (displayed at the top of each page).

We also offer tracked shipping upgrades at checkout.

If your order has not arrived in this time please contact us to arrange a replacement. 

Cancellations & Returns

If you wish to cancel your order please let us know as soon as possible. Once items have been packaged or shipped, we will be unable to cancel your order.

We hope that you love your order but should you wish to return your item(s), please let us know at your earliest convenience. 

Returns requests must be made within 30 days of receiving your order. Please contact us here with your order number and letting us know your reason for returning your item(s).

Please note that items sent back without first making a returns request will not be accepted. Unless an item is faulty, return costs are to be covered by the buyer.

Items must be returned unused and in their original packaging. All promotional materials, including any free items, must also be sent back with your order.

Once returned items are received and checked, a refund will be made to your original payment method within 2 working days. Please note that your bank or payment provider may take a few additional days for the transaction to clear.

We cannot be held liable for returned items that are lost in transit and strongly recommend that you retain a proof of postage.

Packaging & Gifting

In an effort to reduce waste we do not enclose invoices as standard. If you would like one sent with your order please contact us with this request before dispatch. If you contact us with an invoice request after dispatch we will happily send one by email.

When multiple items from one of our store categories are ordered (e.g. 5 functional sticker sheets) we often put all of these into one cellophane bag to reduce waste. If you would like these to come in individual bags please let us know before dispatch.

If you would like to enclose a gift message just let us know - we would be happy to arrange this for you!

Custom Requests

We do take on custom requests. If you would like us to create something specific for you please contact us and we will see what we can do. Please note we reserve the right to decline custom requests.

Let's Connect

You can also find out a little more about us on our social channels:
FOLLOW US ON INSTAGRAM // @macandgraydesigns
LIKE US ON FACEBOOK // Mac & Gray Designs
FOLLOW US ON TIKTOK // @macandgraydesigns

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