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FAQ

Hopefully these FAQ will answer any queries you have but please just get in touch via the contact page or email me at clairekeay@sherbetlane.com if I can help at all :)

How long will my order take?

All orders are sent via Royal Mail 2nd class post.

  • All other standard orders are dispatched within 3 days of your order
  • Cushions will be dispatched within 5 working days of your order 
  • The Sherbetbox is sent out around the 22-25th of each month

If you are in a rush please just get in touch to see if I can get your order to you a bit quicker! 

How much is postage and packaging?

There is a flat postage charge of £1.95 for UK deliveries - NOW FREE FOR UK ORDERS OVER £10 - and £4 for the rest of the world. (Please be aware that you are responsible for the import taxes that may be due in your country)

How do I pay for my items?

You will pay for your items through Paypal, a highly secure payment method via the shopping cart on this website. If you don't have a Paypal account don't worry, you can use your debit or credit card through Paypal too. 

Why did my order come in two different parcels?

Some of my items are created here by me, some are printed by some lovely people to allow me to offer a wider range and reduce waste - these may be sent to you direct from my printer buddies.

What is a subscription box?

A subscription box service is like giving a little present to yourself each month! Many services now exist and the idea is that a themed box is delivered each month with the contents being a lovely surprise - my subscription boxes are stationary based and to find out more have a look at previous editions here. There is an option to buy a limited number of one off boxes each month or to now you can sign up for a rolling subscription.

How do I sign up for or cancel a subscription box?

Please check the subscription page for full details but the subscriptions are super easy to set up and manage - edit your account, pause or cancel your subscription anytime you want to! 

How do I commission an original painting?

A commissioned painting will always be very personal to you so I will work with you to help create what you have in mind. I am always open to your suggestions or you can ask me to recreate another design you have seen on here but with your own details! I will be able to do a rough drawing for you of the layout for you to approve and you will have the opportunity to make changes until you are happy for me to paint the final piece. Prices start at £55 for an 8" x 10" painting but may be slightly higher if you want a larger painting or something that involves much detail. I will always be able to give you a firm quote first so please get in touch via the contact page or email me clairekeay@sherbetlane.com

I have an illustration project I would like you to take on!

I am a freelance illustrator and always happy to consider your illustration project, for more details and samples of my work please visit www.clairekeay.co.uk

How do you keep my details safe?

This website is built in Shopify which is one of the biggest online retail platforms and has a strong system to keep your details safe. Online payments are taken through Paypal which of course means I do not have access to your card or payment details - only your email and postal address to allow my to send you your items. I hate spam just as much as you do so I promise never to pass your details on plus promise not to bombard you with email either! You are very welcome to join my mailing list which is very simple to opt out of if you decide to - just click on the link in any email newsletter.

How often do you send out the newsletter?

I aim to get the newsletter out twice a month but often don't quite manage that! The newsletter is full of what I am up to, new products, links to my most recent blog post and to interesting things I think you might like too. 

My order hasn't arrived!

Very occasionally mail goes AWOL or gets delayed, please get in touch and I will always try and help from this end! I usually advise that you contact your local sorting office initially, quite a few times the postie has forgotten to leave that little card to say he tried to deliver but you weren't in. 

Royal Mail does not consider an item to be lost until 10 working days from the due arrival date, for International orders this is approximately 30 working days. Once that time period has passed I can process a 'lost package' with you and I will resend your order.

How do I get a refund on my purchase?

I am happy to refund or replace any item, please get in touch first via clairekeay@sherbetlane.com and I will lead you through the process. The only exceptions are products that have been personalised for you, unless of course the product is faulty or I have mis spelled something! 

Can you supply a prize for our event?

I always chose a particular charity each year to support and raise money through auctions and competitions - this year the charity is the wonderful Sick Children's Trust. I do get many requests asking me to offer paintings or other donated items for charity events and I hope you will understand that I am unable to comply with so many and felt it was fairer to just choose one charity a year.