We deliver to UK addresses. The delivery options you see at checkout depend on what is in your basket, and delivery is worked out on the whole basket. If more than one option is available you can choose between them. If there is only one, it is selected for you.
Delivery charges are not refundable, except where the law requires it. See Returns below.
EU and international shipping is available on request. Please contact us before purchasing for a quote. Any import duties or taxes are the buyer's responsibility.
All orders are carefully packed and dispatched within 2 to 4 working days of cleared payment. UK delivery then usually takes 1 to 3 working days. If you need your order by a specific date, please email jade@almacarastudio.com before ordering and we will do our best to arrange it.
If your order is sent by a tracked service, you will receive a tracking number once it is on its way. First Class orders are not tracked. If a First Class order has not arrived within 10 working days of dispatch, please get in touch and we will look into it with you.
Every order is checked before it leaves us. If your order arrives damaged, please photograph the packaging and the damage within 24 hours of receipt and contact us at jade@almacarastudio.com. We will work with you to resolve this as quickly as possible.
We want you to love what you receive. Please look carefully at the images, read the descriptions and ask any questions before purchasing. We are always happy to provide additional photos or information.
Please email jade@almacarastudio.com before you send anything back. This is always the first step. Tell us your order reference and your reason for return, and we will reply with the return address and what happens next. Items sent back without contacting us first may not be refunded.
We accept returns within 30 days of your purchase date. Items must be returned in their original condition. Items returned after 30 days are not eligible for a refund or exchange, apart from faulty items, where your legal rights are not affected.
Your legal right to cancel an online order runs for 14 days from the day you receive it, and nothing here reduces that right.
If you are returning an item because you have changed your mind, return postage is your responsibility. If an item is faulty or arrives damaged, we will cover the cost of returning it. We will arrange this with you when you get in touch.
We strongly advise sending your return by a tracked service and keeping your proof of postage. A refund is only possible once the item reaches us in the same condition it left us, within the time limits above. If a return is lost on its way back to us, we cannot refund it.
Refunds are issued to the original payment method within 14 days of receiving the returned item. We refund the price of the item. Delivery charges are refunded only where the law requires it, for example the standard delivery cost if you cancel within 14 days of receiving your order, or if the item is faulty.
If you would prefer to exchange your purchase for an item of equal value rather than a full refund, we are happy to arrange this within the same 30-day window. Please mention this when you get in touch.
If anything here is unclear, or you have a specific situation you would like to talk through, please get in touch at jade@almacarastudio.com. We would rather have the conversation than leave you uncertain.