FAQS & INFO
SHIPPING
Dispatch times can vary depending on the product ordered.
Please note personalised orders will take a few weeks to process, as everything is drawn and made to order, but they are worth the wait! If you have a specific deadline, please contact me BEFORE placing your order to check if this deadline is possible.
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Blankets and collars are all made to order. Please allow a minimum of 3 weeks for these items to be made before they are dispatched. I do have some items in stock for events. Please just send me a message if you would like to check my ready to ship products.
If you would like to check if an item is in stock before ordering, please don't hesitate to send me a message.
Items are sent via Royal Mail.
Delivery costs start from £3.95 for UK orders
Prices vary for international orders dependent on destination.
International items are sent via Royal Mail or Courier, always tracked and a tracking number will be provided on dispatch. Please note that you are responsible for any duties or tax due as the buyer relative to your country, this is not covered in my costs.
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I am also offering a free local delivery service. These local areas include: Harrogate and Knaresborough.
​If you are not going to be in and would prefer us to leave it in a safe place, please let us know as you check out. We cannot be responsible for any items left in your designated safe place.
RETURNS
Needless to say, I would like every customer to absolutely love their products. However, if you are not happy with your purchase, I am happy to offer an exchange or refund based on the following.
Items must be returned within 21 days of receipt in an unused, new condition with original tags attached for a full refund minus postage costs to be given.
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If you have not collected or taken delivery of your order and it is returned to Emily Ong Illustration, any costs incurred by Emily Ong Illustration in this return will be deducted from your order before any refund is given. We are not responsible for return postage charges.
Please note there is a no returns policy on personalised items.
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When returning items to Emily Ong Illustration, you are responsible for postage costs. Please use a tracked system if possible to ensure its safe arrival, as we cannot be responsible for items that are being returned.
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It can take up to 7 days from receipt of the item for your refund to be processed on to your card.
TERMS & CONDITIONS OF PERSONALISED ORDERS
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By placing an order for a personalised item, the customer acknowledges the following points:
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Emily can only work from the selection of photos sent through via email. If the customer has any specifics - e.g For the portrait to feature a blue collar, an open mouth, a curled tail, these need to be noted and detailed at the time of placing your order. Once the customer has received their proof through, the customer cannot request Emily to work from a new set of photographs. Emily retains the right to cancel a customer’s order and refund 50% of the order if this is not respected.
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Personalised orders are non-refundable and non-returnable due to the personalised nature of the work.
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Personalised orders are for personal use only, for commercial commissions, please contact Emily via email.
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All mockups will be discussed with the customer prior to the final product being printed. By stating that they are happy with the design and happy to go ahead with the personalised product, the customer accepts acknowledgement of the no returns policy.
COMMISSIONS
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Any commissioned work will be agreed and contracted accordingly. Any work involved in commercial terms will require licensing, which will be reflected in costs.