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FAQ, SHIPPING & RETURNS

HOW DO I ORDER GOODS?

All of the items you see on our website are available to buy online. Simply click on the item you wish to buy and click 'add to cart'. You can then go back and add additional items to your shopping basket or 'proceed to checkout'. There's a handy 'click to compare items' function too - great if you are struggling to decide which pretty to plump for! Please note that in order to complete your order, you will need your credit, debit or charge card details handy, including the billing address for your payment card.

CAN I PLACE AN ORDER BY PHONE? 

Yes, you can. Please call us on 0116 3183100 to place your order or contact us by email if you have any queries or require any assistance with placing your order. 

DO YOU ACCEPT ORDERS PLACED FROM ABROAD?

Yes we do. Payment for orders can be made using one of the following payment cards: Visa, MasterCard, Solo, Switch, Visa Debit, Visa Electron and American Express. Please refer to our delivery page for further information on the applicable delivery charges. 

WHEN SHOULD I ORDER MY ADORNMENT(S)?

When possible, we recommend not waiting until the last minute to order your piece. All our styles are handmade to order with care and attention to detail, so things can take time. If possible, we encourage you to purchase your piece(s) at least 2-3 months before the date in which you will need it (for UK and European orders) as turnaround times can fluctuate and shipping times are variable (unless Express shipping is chosen). If you are an international customer (outside of Europe), please purchase at least 3 months prior to the date the item(s) will be needed. All international packages no matter what shipping method will be subject to customs. All duties and taxes will be the responsibility of the buyer and not Klaire Van Elton. We cannot mark our purchased shipments as "gifts" on customs documents so please do not request this.  

I HAVE A QUESTION ABOUT MY CURRENT ORDER, WHAT SHOULD I DO?

Please email us with the order # and/or date you ordered and your name to enquiries@klairevanelton.com Please use this email address as we do not check other email accounts. As we are a very small studio, we may take a few days to reply.

WHEN WILL MY ORDER BE DISPATCHED?

For made to order products, we hand create your pieces to order and will ship your order in about 5 weeks after purchase using your preferred shipping option (chosen at checkout). The turnaround time is our best estimate and does not include shipping times. Unless arranged prior to purchase, production times are our best estimates and not guaranteed. We highly recommend ordering your piece(s) sooner rather than later to ensure that you will receive in plenty of time.

OH HELLS BELLS - I NEED MY ITEM SOONER - DO YOU ACCEPT RUSH ORDER?

Yes! We can accept rush orders, we would hate for you to miss out on a Klaire Van Elton piece if you have discovered us last-minute!  However please drop us an email (with RUSH REQUEST in the subject line) prior to purchase so we can ensure that we have room in our schedule to meet your deadline:enquiries@klairevanelton.com . If you do not contact us to arrange for a rush order, we cannot guarantee that your item will arrive by your requested date. Currently, we do not charge extra for this service.

IS IT POSSIBLE TO MODIFY ITEMS OR HAVE A BESPOKE PIECE MADE JUST FOR ME?

Yes! Most simple modification customizations we can do free of charge. Completely new designs may require a custom order fee in addition to the price of the final piece depending on the complexity of the final design and the time we will spend designing it. Please drop us an email for more details and any information on what you have in mind: enquiries@klairevanelton.com

A LITTLE NOTE ON UNIQUENESS. 

We love unique handmade goods and if you've stayed with us - this far down our FAQs - we are loving the fact you appreciate them too! But please do keep in mind that as our products are created by hand, it's likely that there may slight variations from piece to piece. Colour's too may be represented differently on your computer screen. When in doubt, please email us with any questions prior to purchase: enquiries@klairevanelton.com We can happily provide pantone reference's for all our Lace shades if required.

HOW IS MY GIFT PACKAGED? 

Your piece/s will be sent to you in a beautifully presented signature Klaire Van Elton keepsake box to treasure forever. 

WHERE ARE YOUR PRODUCTS MADE?

All our products are proudly made by hand in our studio situated in Leicestershire, England. We source high and low for pretty materials that inspire and excite us for use within our adornments. Our 2014 collection employs both original vintage items and components from England, Europe, Asia and Australia respectively. Our products ship out only after they are quality control inspected and lovingly packaged. 

DO YOU OFFER RETURNS ON YOUR PRODUCTS?

Due to the bespoke & individual nature of our designs, refunds/exchanges are given at our discretion, provided that the item is returned in its original resalable condition within 7 days of receipt and prior to your wedding date. The return/exchange must be previously arranged with us, either by telephone or email, in order for it to be valid.

We can only take responsibility for returns which are received at our studio. For your own protection you should obtain a Proof of Posting from the Post Office so that you can claim from them for any lost parcels. Please note that we do not refund delivery charges, or the cost of returns postage. 

We regret that bespoke items, or items which have been tailored to your individual requirements, cannot be returned for refund.

We recommend you take time to consider your chosen piece as we appreciate there are alot of things to consider. If you require advice or help selecting the right adornment/s for you, please contact us before placing your order. Feel free to send us mood boards, (we especially love Pinterest boards!) pictures of your dress, any hair ideas you may have etc. And we'll do our up most to assist your decision. It is so important to us that you love your accessories. In the unlikely event that you receive the incorrect product or if your product arrives damaged (not due to shipping), please email us:enquiries@klairevanelton.com within 5 working days of receiving your item.

HOW SECURE IS THIS STORE?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

DO I NEED A PAYPAL ACCOUNT TO PURCHASE FROM THIS STORE?

No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it.

WHEN WILL MY ACCOUNT BE DEBITED?

Once you have entered all of your billing and delivery address details and order information in the checkout process, you will be asked to enter your payment details. Once you have done this and you click the 'proceed' button, your card will then be debited, subject to card approval. 

All credit/debit card transactions are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not for any reason authorise payment to the Company we will not be liable for any delay or non-delivery.

DO I HAVE TO PAY IMPORT CHARGES? 

Any customs or import duties are levied once your goods reach their destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Klaire Van Elton is not liable for any import charges whatsoever.

HOW WILL MY ITEM/S BE SHIPPED?

A number of shipping options are available to you at the check-out stage. Varying in cost, depending on your location, chosen shipping speed, whether you want to be able to track your parcel during transit, you can also choose to insure it and request a signed for delivery. For overseas customers we highly recommend tracking and insuring your parcel.

Once you are happy with the items in your cart, you simply enter your country, city and post code and your shipping options will be offered. All items will be sent using the method selected. A confirmation email will be sent once your item has been dispatched, including relevant tracking number, if tracking has been selected.

LOST PACKAGES AND SHIPPING ISSUES.

After an item leaves our hands, it is at the mercy of the postal service. We will not reimburse or replace items that have been lost or damaged during shipping. Also, please ensure that you list a secure shipping address - especially if you choose a non-signed for delivery option.  

AND FINALLY...

I would like to think it goes without saying but just in case, all our adornments in this shop contain small materials and are not suitable for children under the age of 3.

 

 



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