FAQ

Payment

What Payment Methods Do You Accept?

We accept all major forms of payment, including

  • Amex
  • Apple Pay
  • Diners
  • Discover
  • Google Pay
  • Maestro
  • Mastercard
  • Pay Pal
  • Shop Pay
  • Visa

Do you offer 3 or 4 times payment option?

Yes! You can pay via our credit provider Klarna

Shipping

Where do you ship from/to?

All of our items are handmade in the UK and shipped from our garden studio in London. We ship internationally, except for December. Unfortunately our cut off date for international orders is November 30th

How long does it take to ship my order?

Our current turnaround is 1-5 days depending on the item purchased and the amount of items purchased. If it is a large order or a busy time of year, this may take a little longer

Do you offer fast shipping?

Yes! But please contact us before you order. As most of the items are handmade to order, we don't always have the materials in stock and this may effect the turnaround time.

How can I track my package?

Please check your orders page for tracking information. If standard shipping was purchased at the checkout this may not include a tracking number.

What if I'm not home to recieve my parcel?

Your item will be sent to your nearest delivery office. Where you can rearrange delivery or collect direct. If it is not collected in time it will be returned to us and we will need to charge redelivery costs if you wish to still have the item.

Will I pay taxes for international shipping?

Unlike Etsy, we do not have the facility to accomodate pre-paid taxes. You may be charged to collect your item.

Returns

Do you accept returns?

Yes! If you have changed your mind you are more than welcome to return them to us for a full refund. You must however, let us know in advance that that is what you plan to do.

The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

You then have a further 14 days from the date you notify us that you'd like to cancel your order to return the goods to them.

We highly recommend if you are sending items back that you send them tracked.

Can I exchange an item?

We do not accept exchanges

What do I do if I received a defective order?

In the unlikely event that you receive a defective or faulty item, please contact us first. Please provide clear photos of the issue and any other supporting information. The more information we have, the quicker we can come up with a resolution for you.

Are returns free?

Yes and no! We do not charge a restocking fee on the cancellation of an order, however, if the item has already been sent to you, you will need to pay for the return postage. Refunds for faulty items work slightly different so please be sure to message us with your refund request (See "What do I do if I received a defective order")

Updating Orders

Can I cancel my order?

If you have changed your mind you are more than welcome to return them to us for a full refund. You must however, let us know in advance that that is what you plan to do.

If we haven't yet sent the order, we can process the cancellation and refund same day.

The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

You then have a further 14 days from the date you notify us that you'd like to cancel your order to return the goods to them.

We highly recommend if you are sending items back that you send them tracked.

Can I edit my order?

Yes, IF your order has not been sent yet. If it has, you will need to follow the returns procedure.

Can I change my shipping address?

If your order has not yet despatched, you may change your address. This must be done in writing via Email. If it has already despatched unfortunately, there is nothing we can do. Please make sure you have entered the right address at the time of purchase.

Refunds

Where do you refund my money?

If you require a refund due to cancellation or faulty goods, we will refund your money to the original payment method. This cannot be altered unfortunately.

What is your refund policy?

How long does it take for you to refund my money?

From the point of the refund, up to 3 working days. Please contact us if you haven't recieved it.

Delivery

My product shows as delivered but I never received it?

Please contact us with your tracking number and any evidence you may have. We will contact the provider we sent it with to discover the best course of action.

I received my product but I changed my mind, what do I do?

As long as the item is not personalised, if you have changed your mind you are more than welcome to return them to us for a full refund. You must however, let us know in advance that that is what you plan to do.

The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

You then have a further 14 days from the date you notify us that you'd like to cancel your order to return the goods to them.

We highly recommend if you are sending items back that you send them tracked.

Why has my order returned to you?

If your item was undeliverable, it will be returned to us. If the item is returned to us due to incorrect shipping address or due to non collection, you will need to pay the shipping again to get it returned too you.

What happens if my package is lost or stolen?

Luckily this happens VERY rarely, but in the event it does happen, please provide any evidence you have to info@thegothicstationerycompany.com and we will contact the shipping provider to ask the most suitable course of action. You may be required to contact your local police station to be issued with a crime number.

What happens if I'm not at home when they deliver?

Your item will be sent to your nearest delivery office. Where you can rearrange delivery or collect direct. If it is not collected in time it will be returned to us and we will need to charge redelivery costs if you wish to still have the item.

Other Questions

Do you offer a referral program? How does it work?

Yes!!! You can find out more about it here

Do you have physical stores?

We don't own our own retail stores, but we are stocked in some others! You can find out more here

Collapsible row

Do you offer wholesale prices?

We do! You can find out more here

Not answered your question? Contact us!