Delivery and Returns

Jacky Puzey Embroidery Ltd offers national and international shipping. For orders of our limited edition cushions, shipping and where applicable, duties are calculated when you place your order. We make all our products to your order, so delivery times reflect the making of your order.

For our embroidered wallpapers, which are always made bespoke, you will be informed of delivery, and where applicable, shipping duty costs, once your order and artwork has been approved. An estimate will be sent at the start of your project, and confirmed prior to shipping.

Jacky Puzey Embroidery Ltd is not liable for any import or custom duties that may occur in the process of shipping internationally. Our clients are informed as above of duties and estimates during the ordering process. Please further note that we cannot deliver feather cushions to certain countries due to custom regulations, including Australia and New Zealand. Please contact the studio to order cushions without pads if this applies to you. Please also note that there are certain countries that we cannot currently deliver to. If your country does not appear on the shipping list, we apologise but we are unable at this moment to ship directly to you.

Please note that due to the nature and design of our luxury embroidered and printed fabrics, your product may vary slightly in appearance to that shown on the website, due to slight variations between fabric print batches and embroidery thread dye batches. Images online are as accurate as possible to match the product but can differ to those shown; as all computer screens show colours slightly differently, Jacky Puzey Embroidery Ltd cannot guarantee that the colours of our products in real life will be exactly as they appear on your screen. If you require exact matches for a particular project, we recommend that you contact the studio for fabric swatches and returnable samples on deposit. We cannot offer refunds or returns for colour/fabric/thread variation on our products.

 

RETURNS

We hope that you will enjoy your items; all our products are made to your order, in our own workshops and with our network of skilled artisans, avoiding any issues of over production and outsourcing. Because we make to order, we can only offer a refund or an exchange, if the products are found to be faulty.

To qualify for a refund or exchange, you must notify the studio by email at jacky@jackypuzey.com of any faults or damage within 7 days of receipt of your delivery. All returns will require written confirmation from Jacky Puzey Embroidery Ltd. We will require the original delivery note to accompany every return. The cost of returning the product or wallpaper to us is the responsibility of the customer, and products must be sent in original packaging (or equivalent) to our studio in Bristol, UK. Items must be unused and in the same condition that you received it. All parcels are sent back at the customer’s own risk.

Please ensure that you use a tracked return service at all times. For international returns, any import duty and taxes charged to Jacky Puzey Embroidery Ltd to receive a customer’s return from overseas is at the cost of the sender. Any duty incurred will be confirmed in writing and will be deducted from the value of the refund amount.

Once returns have been received and signed for, a confirmation note will be sent to your email address and the return will become

All returns should be shipped direct to our studio:

Jacky Puzey Embroidery Ltd,
Unit 15, Meriton Foundry, Meriton Street, Bristol BS2 0SZ, United Kingdom.

Once your return is received and inspected, we will send you an email to notify you that your return has been accepted. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please check with your bank or credit card provider first if you think that you have not received your refund; processing times vary depend on your country, bank or credit card provider. If your refund has still not arrived, please contact the studio at jacky@jackypuzey.com.

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