Customer Service

ABOUT US

We design and produce beautiful, affordable gifts that are lovingly handmade. Our products include many personalised items which make wonderfully unique gifts for any occasion.

Apple and Bob Handmade gifts are produced using designs created at Quire Creative by Bristol-based graphic designer, Tracey Feltham. For more details of graphic design services, including print and web design please visit www.quirecreative.co.uk

SHIPPING & DELIVERY

Shipping and Delivery is the charge for Internet order processing, item selection, packaging, transport and handling. Delivery times are not guaranteed, but are our best approximation and will vary with specific requests. Most items on this website are handmade to order, therefore please allow 3-5 working days before item is dispatched. Bulk orders may take a few days longer. We aim to post well within this timescale but during busy periods, dispatch times may be longer.

We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the products you have ordered. These emails do not constitute acceptance of your order. Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the products ordered unless we have notified you that we do not accept your order, in which case we reserve the right to cancel it and refund you if necessary.

Shipping prices are based on weight and size of the item and will be calculated at the checkout.

RETURNS & REPLACEMENTS

We value our customers and want you to be happy with what you've ordered. If you're not completely satisfied with the product(s) you've bought, then simply let us know within 7 working days of receipt by completing the 'contact us' section on this website. We can then arrange for you to return it to us in a sellable condition. Please note - this offer excludes personalised items.

Please note that refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size.

Please ensure at time of ordering that all personalisation details are correct. In some cases, you will be sent a design proof via email so that you can see how the finished product will look. Please reply to confirm that personalisation is as it should be. If we do not receive a reply from you within 24 hours then we will process your order as normal and this will be acceptance of the designs. We do not take responsibility for any errors that you may notify to us after this time and we're sorry that we cannot issue a refund on personalised items once the order is completed.

If the non-personalised goods are returned within 7 working days of receipt in a saleable condition, then we will happily issue a full refund or exchange. We are unable to refund shipping and delivery costs unless item is faulty.