WHERE IS MY ORDER AND WHEN DO YOU POST ITEMS?
As we are in the 2nd lockdown, there will be no random post office trips inbetween. There will be no exceptions on this either. Items will be posted once a week on Monday morning. Please keep this in mind ordering on Monday afternoon or during the the rest of the week.
We are not an eBay or Amazon shop where things are getting dispatched the next day in this gruesome time. Our nearest post office is a 20 minute drive away. Dark Echoes is a one woman show and that woman (me!) has a part time job next to it, working 6 days a week. Mr. Dark Echoes who does the post runs is a high Covid risk due to asthma and we're absolutely not gonna play with this virus.
Also, please take note that delivery estimates will change due to postal services. For the UK it will be 3 days-2 weeks, for abroad 2-4 weeks. We don't post to the USA at the moment, only to selected countries abroad.
WHERE DO YOU GET YOUR BONES AND REMAINS FROM?
The bones and remains we get we find ourselves in the woods and clean it ourselves. We also get them from trusted sources and taxidermists we've got to know through the years. Sometimes people give them to us as they find bones themselves but we always ask how they are obtained! We never ever get them from (trophy) hunters, poachers or gamekeepers as we are strictly against this. We are huge aminal lovers and respect all animals, even after they have lived. You can find more info by clicking the "Ethics" tab.
HOW DO YOU MAKE YOUR ITEMS?
I don't reveal any secrets or instructions. I have taught everything you see myself so you don't have to. :) It took me quite a few years of self teaching, research, patience, failing and succeeding without having an educational art background. I love to learn new things and am proud to show what I've achieved.
DO YOU COMBINE SHIPPING WHEN I BUY MULTIPLE ITEMS?
Yes we do. However, the website doesn't automatically combine postage, and charges the full price. But of course we will refund you the excess postage costs.
WHAT HAPPENS IF MY ORDER GETS LOST IN THE POST?
This hardly ever happens but it can always occur. During check-out there are two options: sending Royal Mail 2nd Class (no tracking) and Royal Mail 2nd Class signed For (with tracking). We always recommend using the Signed For option as you can track it yourself too. We won't have a tracking number once an order is sent by regular Royal Mail 2nd Class and therefore we cannot provide you with a tracking number either.
We are responsible until we have proof that it is delivered. Yet, we are not responsible for the performance of Royal Mail.
WHAT HAPPENS IF MY ITEM ARRIVES DAMAGED?
Accidents can happen as the nature of the pieces are fragile. Do not panic, most damage is repairable. Message us with photos of the damage. We might not be able to return the piece in it's original state but we will do our best to do so.
Returns will only be accepted on damaged items by postal services. Please check your parcel before accepting it and if it shows signs of damage, refuse to sign for it. This way the parcel will be returned back to us and we will investigate and issue a refund after inspecting and revising. We do not accept returns for custom orders, unless the order is heavily damaged.
There will be no refunds on items on sale as we did in the past as a good gesture as this has been taking advantage of. We strictly advise NOT to open frames, domes, bottles etc. as they can get damaged. We are NOT responsible for that and therefore don't refund. In the event of opening products as mentioned above anyway and claiming it arrived damaged, no refund will be given.
All our orders through the website and custom orders are sent out by regular Royal Mail 2nd Class or Royal Mail 2nd Class Signed For. We use International Signed and Tracked for orders placed from abroad. Returned orders must be returned with Signed For and claims must be made within 24 hours. If you don't return it recorded as mentioned above, we are not responsible for loss of parcels by Royal Mail. We will not refund unrecorded parcels. Postage costs will not be refunded.
DO YOU SHIP WORLDWIDE?
We ship outside the UK to selected countries but there will be shipping charges or sometimes, additional custom charges. However it is your responsibility to check your import laws, if your item is confiscated or destroyed by your customs, We we will not take responsibility, and we will not refund in this case. By purchasing items from us you are accepting that you are taking responsibility for importation of the goods and have made sure that the items can be imported into your country and/or state.
Customs may also add a tax and/or fee to your parcel that you have to pay before delivery, this is a tax added by YOUR government and cannot be predicted by myself, and cannot be paid by us.
WILL YOU BE ABLE TO HOLD ITEMS UNTIL I GET PAID?
We will no longer hold or reserve items until paydays, etc. It is costing us too much time and money to do so, and it isn't fair on other customers. All products ordered in the shop will be posted after full payment, the same counts for custom orders. However, if we attend an event near you, we can always hold it for you after you have paid for the item, and you can pick it up at our stall.
Also important to know: we will send items out after payment is cleared, transactions through Create Payments with selected bank cards can take longer to clear. We will not post items once a payment is cleared and processed. We do hope you understand.
CAN I CONTACT YOU WITH ANY OTHER QUESTIONS?
Of course you can and please do if there is something not clear. You can contact us by email: [email protected] and for general enquiries you can use the contact option on the website and social media.