Placing an Order
To place an order, please create an account. If you have any questions, please do not hesitate to get in touch via the 'Get in Touch' page.
Creating an account
When you first register for an account, you should then be able to log in again straight away. Please do make a note of your username and password.
If you have forgotten your username or password, the website should send you a reminder email if you ask for one. However this can sometimes be a bit temperamental, so if the email doesn't come in (either in your inbox or junk folder), please email me and I will help you.
If you have contacted me through the 'Get in touch' form and do not receive a reply, my email response may have been spammed. I always endeavour to reply as soon as possible, usually within a few hours to a day of you sending me the email.
You will also be able to view your order history, manage your delivery address, and wishlists through the 'Your Account' tab, once you are logged in.
You can either pay via Paypal, or by your debit or credit card through the WorldPay Gateway.
All payments will show as going to 'Elkie Wild Art' (my art name) on your statement.
For refunds via the WorldPay Gateway, my postal address and contact number is available upon request. Please use the 'Get in Touch' page to request them.
I ship globally and to all destinations.
There is no minimum order.
Every order is packaged in a way to protect your pencils. Where possible, I use recycled materials and reuse former packaging.
Postage starts at £2.30 for 1st class (U.K.), Tracked 24 £6.00 (U.K.), Tracked 48 £5.00 (U.K.), £9.50 for European Tracked and Signed and £11.00 for International Tracked and Signed. Beyond that, the postage is calculated based on what is within your basket, both on the value and the size of the package.
UK 1st Class - this should be delivered the next working day after I send it, but please be aware that we have to allow 10 working days for it to be delivered before it can be declared lost. It is not a trackable service.
UK Tracked 24 - aims to deliver the next working day after the day I send it. This is not guaranteed and is only an aim. We have to allow 7 working days before an item can be considered lost.
UK Tracked 48 - aims to deliver 2-3 working days after the day I send it. This is not guaranteed and is only an aim. We have to allow 7 working days before an item can be considered lost.
European/International Tracked and Signed - the postal service aims to deliver in 3-5 working days after I have despatched it, but we have to allow 20 working days for it to be delivered before it can be declared as lost.
Any orders travelling outside of the U.K. require a customs declaration form. You will not be charged our U.K. VAT. When you go to check out and the website recognises you are not within the U.K., the VAT will not be billed to you. However, you will be charged your own country's taxes and a handling charge when it reaches the destination country. This varies for each country. I am not responsible for any custom taxes or charges you have to pay on receiving your order. If you refuse the parcel on arrival and it is returned to me, I will only refund the value of the goods minus 10% to cover the cost of administrating your order.
I try to be as fair as possible with my postage pricing. The reason for my pricing structure is to ensure your parcel has the appropriate insurance and tracking to increase the chance of its safe delivery wherever you are in the world. The postage options that you receive are dependent upon what is in your basket and you will see them whilst processing your order. If you are unsure, please select the 'Contact me' option upon checking out, and I will get in touch so that we can proceed with your order.
I will aim to despatch your order within 1-3 working days (Monday to Friday) after the order is received. Please be aware that I also work part time alongside the business so cannot always respond immediately. Same day despatch is not possible unless specifically requested by prior arrangement. I will keep you informed as to the status of your order. You will receive a 'Confirmation' email to inform you that I have seen your order and it is being processed. You will then receive a 'Shipped' email once your order is on its way.
Please note, the order creation email you receive immediately after placing your order will display your full address. Subsequent confirmation and shipping emails will contain a shorter address. Please do not worry about this - I always send to your full address.
If for any reason you are not happy with your purchase, please get in touch with me and I will be happy to discuss this with you.
If you use the 'Get in Touch' page to contact me and do not get a reply, it may be that the email has gone into your junk/spam/clutter folder. I try to reply to all emails within a few hours and certainly on the same day. So if you haven't heard back from me, something is amiss somewhere.
If you would prefer to speak over the phone, please use the 'Get in Touch' page to request a phone call and I will give you a ring.
Any feedback regarding your shopping experience with The Coloured Pencil Shop Ltd would be greatly appreciated.