FAQs


Custom Orders and Commissions

I very much enjoy working with customers to create unique items for a special occasion or to coordinate with a particular theme.  Price and time-frames vary according to the size of the project, so please contact me for details. 

Generally, the design and creation process takes between 3 to 5 days, involving the exchange of emails and photographs.  Once the customer is happy with the completed piece, an invoice is sent for the agreed amount via Paypal.  As soon as this is paid, the order is carefully packaged and dispatched.

Shipping

I strive to ensure that all Tanglefrost treasures arrive looking their very best!

Items are shipped (once payment has been confirmed) via Royal Mail First Class post, which arrives in about 1-3 business days in the UK and up to 7-14 business days everywhere else. Priority shipping is available upon request as are insurance and delivery confirmation.

International customers are responsible for any customs charges incurred with items.

Items currently ship within 1-3 business days and will arrive according to the time frames listed above.

Refunds and Exchanges

It is very important to me that my customers are happy with their purchases, as every creation is made with loving care. So please contact me if you have any questions or concerns about your order.

Tanglefrost operates a 30-day refund and exchange policy.  Unfortunately this does not include Sale or Commission items.

If you find that the item is not suitable for your requirements, in terms of colour or size, then I will be delighted to work with you in creating an alternative design.   Should this be the case, then please contact me before then returning the original piece to me, carefully packaged.

Should you require a refund, then once again please contact me immediately.  The item should then be posted back, unworn and undamaged, as soon as possible.  Once the parcel arrives back with me, I will contact you and the card which you used to make your purchase will be refunded.   You are responsible for the cost of the return postage. I recommend that you obtain proof of posting and even use a signed-for service if the item was more that £50.

Privacy

Please be assured that any personal details and contact information you share with me will be treated with utmost confidentiality and respect.

Additional policies and FAQs

Please note, ALL the items listed have components made of natural veg-tanned leather. Although strong & resilient, it is very important that such pieces do not get damp or wet.


Any other questions? It's good to ask. Get in touch with me! I love hearing from you and responding!