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We’ve put together some of our most frequently asked questions. If you have any questions which we haven’t answered, please email us at hello@imaginesewbeautiful.co.uk or through our contact page. We’ll get back to you as quickly as we can.

Delivery

Q. I've placed an order, can you tell me when it will be dispatched?

A. All orders received Monday – Friday will be shipped within 3 working days. Customised orders can take up to 2 weeks including a design proof for you to approve prior to creating your beautiful piece.  Further proofs may affect the shipping date.   

We do try our very best to get orders posted quicker than our lead times. 

Q. Who will deliver my goods?

A. We ship all our products via Royal Mail 1st Class (Signed For) and Royal Mail Tracked and Signed for overseas orders.

Q. How long will delivery take?

A. UK delivery will take between 1-3 working days, international delivery can take between 3-14 working days. I’ll do my best to meet these shipping estimates, but can’t guarantee them.

Please be aware that we are not responsible for delays due to customs.  Buyers are responsible for any customs and import taxes that may apply.

Q. Who will pay for any international duties and fees?

A. The cost of shipping does not include any customs, fees, duties, or other taxes. Imagine Sew Beautiful is not able to determine what, if any, additional fees may be charged for delivery of an international package. You will be responsible for paying any additional costs yourself.

Q. I can't find my receipt in my parcel.

A. Your receipt will have been sent via email when your item shipped. 

Gift Orders

Q. Is gift wrapping an extra cost?

A. No, we gift wrap as standard.  All orders come wrapped in beautiful blue and white tissue papers. Sealed with a ribbon and Imagine Sew Beautiful sticker. You will also receive a hand written note which can be personalised to your recipient, please see below.

We do also offer gift boxes for an additional cost and they present your elegant items exquisitely. 

Q. Can you write a note with my order if it's a gift?

A. Of course, we’d be delighted to. We always write a hand written note in each order and this can be personalised especially if you’re sending your order directly as a gift.  Please leave all necessary information in the ‘Notes’ box at checkout, including any messages. 

Refund or Exchanges

Q. How long do I have to refund or exchange?

A. We gladly accept returns and exchanges, just contact us within 14 days of delivery and ship the item(s) back to us within 30 days of delivery. If 14 days have gone by since you received your order, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it, it must also be in the original packaging. Unfortunately custom or personalised orders can’t be returned or exchanged, unless they arrive damaged or defective, or we are at fault. Please make sure you double check all information sent and the design proof when ordering. 

Q. How do I return my order?

A. To return an order, please email hello@imaginesewbeautiful.co.uk, remembering to include your ‘order number’ found on your emails and receipt. 

Q. Who is responsible for the cost of returning said item?

A. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Please obtain a Proof of Postage certificate from the Post Office when returning items to us as we cannot be held responsible for items that do not arrive to us. If you are shipping anything over £50.00, you should consider using a trackable shipping service. All goods remain the responsibility of the customer until they are returned and received by Imagine Sew Beautiful. 

Q. Can I return a sale item?

A. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Packaging

Q. How will the framed art be packaged?

A. Shipped in a sturdy box, inside another box, for maximum protection.

Q. Will my package include an invoice?

A. Imagine Sew Beautiful’s packages include a hand written note but does not include an invoice. No pricing information will be included in your package.

Sizes

Q. What size are the picture frames?

A. The rectangle picture frame is 36cm x 31cm and the embroidery area is 23cm x 18cm.

The large square picture frame is 28.5cm x 28.5cm and the embroidery area is 16cm x 16cm.

The small square picture frame is 21cm x 21cm and the embroidery area is 9cm x 9cm.

Q. What size are the canvases?

A. The wooden rectangle canvas is 25.5cm x 20.5cm and approx 4cm deep, the embroidered area is approx 17.5cm x 9cm.

The large wooden square canvas is 25.5cm x 25.5cm and approx 4cm deep, the embroidered area is approx 17.5cm x 17.5cm.

The small wooden square canvas is 20.5cm x 20.5cm and approx 4cm deep, the embroidered area is approx 9cm x 9cm.

Q. What size are the cushion covers?

A. The large cushion cover is approx 45cm (16″) x 45cm (16″) and will fit a 16″ cushion pad.

The medium cushion cover is approx 14″ x 14″ and will fit a 14″ cushion pad. 

The small cushion cover is approx 12″ x 12″ and will fit a 12″ cushion pad.

Shipping costs

UK Delivery

All UK orders are send Royal Mail Signed For 1st Class. £7.95 – Free shipping over £80.00.

Europe

Sent Royal Mail International Tracked and Signed. £13.95 – Free shipping over £100.00

Rest of World

Sent Royal Mail International Tracked and Signed. £17.95 – Free shipping over £120.00

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