Could you make me a custom item?

We're always happy to discuss your ideas and try new things! Please contact us at info@emilyandthewhippet.co.uk about custom items. You can find our custom illustrations in our shop.

The majority of our items are custom made to order. With orders of this nature there is a processing period which allows your order and others ordered prior to yours to be created and sent out. At present, there is approximately a 2/3 week processing time for our custom orders, depending on the item. You can find out more information about our custom orders in our terms & conditions.

Can you send my card for me?

Yes we can! We’re more than happy to send any of our cards on your behalf. When ordering, please let us know you’d like us to do this in the notes to seller box , as well as the message you’d like us to include. We’ll then hand write your message in your chosen card for you before popping it in an envelope to be sent to your loved one. Please make sure you include their address as the delivery address so it doesn’t accidentally end up being delivered to you not them!

Will I be sent the item in the photo of the listing?

Unless otherwise stated, you will be purchasing the item in the photos of the listing or an exact copy. For made to order items, your product will be discussed with you and you will need to approve a final proof illustration before it is complete. Pattern placement may vary on custom items and we are not able to accept returns due to the placement of the pattern. Please note that items may appear to be a slightly different colour due to differences in computer monitors. Natural lighting is used for all photographs which may also vary.

There is a problem with my order- what should I do?

If there is a problem with your order that has resulted from something that has happened at our end, we will happily repair the item or send you a swift replacement on it's return to us. You will need to inform us of any issues with 14 days and return the product with 30 days. Please send us photographs of the issue and do not try to fix the item yourself. This will make your return void. Unfortunately, once an item has left us we are unable to control how it is treated. Therefore we will not be able to accept any requests for a replacement for issues that have occurred after this point.

Where’s my order?

If your order hasn’t yet arrived and it has passed the date it was expected to be delivered, please contact us at info@emilyandthewhippet.co.uk for assistance. It’s always worth having that extra check with neighbours and behind bins if you think your parcel should have arrived. As we all know, parcels can end up in the oddest of places! We highly recommend that all post be upgraded to tracked postage for speed and your piece of mind. For those in the UK, this will be provided as an option at the checkout. For international customers, all post will be sent with a tracking number as standard. Items can also be held up in customs for a variety of reasons beyond our control and may take a while to clear customs, especially during times of high post influx like Christmas. Please be aware of this when ordering.

I have given the wrong shipping address, can you change it for me?

Please make sure you are having your item shipped to the correct address when making your order. If you have provided us with the wrong shipping address and need to change it, please message us at info@emilyandthewhippet.co.uk as soon as possible with the correct address. Once the order has left us to be shipped we will be unable to make any changes. Some items, like cards and prints, can be packaged and processed within minutes of being ordered. We will not be able to give any refunds to items in these circumstances as the error is not our own. If the item is returned we would be happy to post it out again to the correct address however you will need to pay the postage cost for it to be resent.

What service will my item be posted with? Will it have a tracking number?

All items are sent via Royal Mail unless otherwise stated. Tracked postage can be purchased when making your order and we highly recommend you purchase tracked. All international services will now be sent with a tracking number as standard for piece of mind. We are unable to provide tracking numbers for parcels that haven't had this requested and paid for when making the order.

Can you rush my order so that I receive it sooner?

If you want you order in time for a specific date, please contact info@emilyandthewhippet.co.uk BEFORE you make your order so that we can discuss if this will be possible. Any additional cost (incl. additional postage for guaranteed next day delivery or tracked mail if required) will be discussed at this time. Otherwise, orders are posted in the order we receive them.

Does my gift card/custom order have an expiry date?

For custom orders, I need your photo/s to be able to draw them! It is your responsibility to email your photo/s and order number to me. If I don’t hear from you, I will send follow-up messages but please be aware that your order may be delayed if these are late, particularly around busy times like Christmas. If I do not hear from you, I will have to cancel your order. When a custom order is made, I have to allot time to draw them out. Therefore, if you don’t contact me, you will be subject to a 25% fee if I haven’t made contact with you within two weeks. At this point, I will still be keeping space open for you, should you contact me. If I don’t hear from you after a month, I will cancel your order at 50% of the price paid. If you wish to keep your order from being cancelled, please just pop me a message! Life often gets in the way and I’m happy to keep space open for those who need it. Equally, if you’re waiting on a photograph to be sent to you for a gift etc, just let me know. In some circumstances, it might be better to purchase a gift card to avoid a delay for you whilst you’re waiting and I’m always happy to advise.

For gift cards & vouchers, an expiry date will be shown on them. If you order a digital gift voucher, it will not expire as long as the shop is still trading.