Check out our Frequently Asked Questions below. If you still need help please contact us.
SHIPPING
Where do you ship to?
We ship worldwide!
If your country isn't available at checkout, please let us know and we can arrange a suitable courier.
We are based in the UK and always advise international customers to be aware of any potential customs or import fees. These fees are the buyer's responsibility and vary for each country.
International customers are encouraged to shop on Etsy, where VAT is collected during checkout to avoid any additional fees or delays.
Our Etsy site is macandgraydesigns.etsy.com
How long does shipping take?
We use 2nd Class UK postage as standard for domestic orders. This has an estimate of 2-3 days for delivery.
We use Standard International Shipping for International orders. This has an estimate of 3-5 days for those in Europe and 5-7 days for the Rest of the World.
If you would like tracking with your order, please purchase the tracking upgrade at checkout.
Please note, however, that International delays do occur often. We therefore kindly ask that UK customers allow 7 working days for delivery and International Customers allow 21 working days for delivery.
These are the estimates for shipping and are in addition to our dispatch speeds, which are displayed at the top of each page.
How do I track my order?
Unless tracking upgrades are purchased at checkout, we will not be able to provide you with a tracking code.
All of our shipping labels have 2D barcodes and, sometimes, Royal Mail are able to confirm delivery. However, this is not a fully tracked service and isn't available for all orders.
If you would like to receive a tracking number please purchase the tracking upgrade.
RETURNS
How do I return an item?
If you would like to return an item, please let us know within 14 days of delivery.
Please note that returns are not available on mystery items, oops kits, clearance items or custom items.
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Should you wish to return an item, please contact us to let us know, so we can give you returns information.
How long does it take to process my return?
Once your return has been received, we endeavour to issue a refund within 2 business days, upon inspection of all items.
Refunds will be issued to the original payment method.
Can I exchange for a different item?
Should you wish to exchange an item, please let us know when you contact us about a return.
We do require another postage payment for exchanges.
GENERAL
Custom Orders
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.
Packaging
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!
Germany's Packaging Act
On January 1, 2019, Germany’s Packaging Act (VerpackG) came into effect, imposing requirements on online retailers selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).
Mac & Gray Designs is registered with LUCID, which is the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR).
Producers/distributors pay a license fee to the dual system for the collection, sorting and recycling of the packaging they introduced to the market. My Dual System partner is Activate by Reclay.
Please recycle when you can. Thank you.
Sticker Squad
Want to join our sticker squad?
The Mac & Gray Designs Sticker Club is open!
Check out our club on Patreon.