FAQ's

PERSONALISED PRINTS:

As these are made to order based on custom options these items are NON refundable - please read more below:

Can I see a proof (watermarked preview) of the personalised print before dispatch to make sure it's OK?

IndyWildheart will email you a proof within 2 business days of your order to make sure you are happy with the choices and layout before your order is printed - so keep an eye on your mail (and junk mail folders). 

Small changes can be made at this point only, such as swapping something, or amending wording - Please ensure you reply to my proof email within 24 Hours - Printing will proceed once the Proof is approved or if NO response to my proof has been sent to me within 24 hours asking for any changes.

For any unapproved prints I will be unable to make any changes once it has been printed and posted.  As this is a personalised print, I am unable to offer any refund or exchange unless damaged in the post. 

What if I have made a mistake with my personalisation request? 

If any personalisation info is missing or not clear, I will email you to check which could delay your order. Please check your selections and spellings BEFORE you submit your order, as IndyWildheart cannot be responsible for any mistakes in your order request and no refund will be given for errors made by the customer. If you receive your print and you have made a mistake in your order request, you will need to submit a new order.  If the personalisation information sent to me is NOT clear, and you do not reply to my email, I will have no choice but to cancel and refund your order.

What if IndyWildheart makes a mistake with my personalisation request? 

If IndyWildheart makes a mistake in your personalisation request, I will of course replace your order free of charge with the corrected personalisation.  I will always double check orders before they are printed and dispatched.  

What if the print is damaged in the post or does not arrive at all?

All my prints leave me in perfect condition. I have posted over 6000 items and fortunately damage or getting lost in the post is a rare occurrence. However, if the item is damaged in the postal system, please contact me about the issue straight away, and I will replace your order for you.  In the unlikely event your item gets lost, please let me know and I will check the tracking information available.  IF the tracking information does not help locate the item, I will send a replacement for you. For items damaged or lost I can only send a copy of the original print and will not send an amended print.  

Can I choose something that is not in the personalisation options?  For example if you have a pet that is not represented in the options.

If time allows, I am usually able to create new items for your personalisation. However, this is not guaranteed, and I recommend you message me first to avoid disappointment. During very busy periods it is not possible for me create new items. If I can't create something for an order, I will have to cancel and refund the order.

ABOUT MY PRINTS

Prints are produced using a professional inkjet printer which delivers beautiful, vibrant colours and exciting prints with outstanding detail.

I use High Quality Luxury Lustre paper, which gives a semi-gloss crisp finish which will last many years behind glass if kept out of direct sunlight. 
Actual colours may vary slightly as each monitor displays colours differently.

Please note that frames or mounts are not included with the prints, the images with frames are shown for illustration purposes only to give you an example of how they would look framed.

All designs have been created by IndyWildheart and are only available through IndyWildheart. IndyWildheart uses a Wacom device (a drawing and painting device) with Photoshop to create items.  Some items within my prints are used with the appropriate creative licence.

NEEDLE FELTED CHARACTERS & KITS & NON PERSONALISED PRINTS

If your needle felt character, kit or print is not what you were expecting, please get in touch as soon as possible after delivery to let me know.  I can only accept returns within 14 days of receiving your item.  I will issue a full refund ONLY if the item is posted back to me, in perfect condition, using a tracked delivery service within 14 days of receipt. You can confirm you want a refund and are returning the item in a message to me.  Full refunds will only be given if the item is received back in perfect condition.  Unfortunately I'm unable to refund postage as this service has been fulfilled, and postage for the return will have to be covered by the buyer.

SAFETY WARNING ABOUT MY NEEDLE FELTED ITEMS:

My needle felted items are NOT toys and are NOT suitable for young children due to small parts, sharp needles (kits) and internal wire, which would represent both a choking hazard or potential injury if played with, or mis-used.  The felt characters are designed for adult collectors and are for indoor decorative and ornamental purposes only.  Keep out of reach of young children, pets and heat sources.

Craft kits are designed for adult crafting use, or for older children deemed responsible enough to use the kit as designed.  I would recommend adult supervision at all times when a child under age 12 is using the craft kits due to the sharp felting needles included.  This is at your own discretion.

SHIPPING

A4 Prints or smaller are wrapped in a clear folder for protection and packaged in a sturdy hard backed 'Do not bend' envelope, which you can re-use if opened carefully. They are sent via Royal Mail first class delivery with tracking information for A4 sized prints. 

A3 prints are wrapped in protective clear folder and rolled in an A3 sturdy tube. A3 size prints are sent in a tube via Royal Mail special signed for delivery. This is tracked service and a signature is needed on delivery as the tube will not fit through a letterbox. 

Needle Felted Items and kits are carefully packaged with sufficient padding to ensure items are not damaged and are all sent via Royal Mail tracked and signed delivery. As some of these items are one of a kind, they cannot be replaced and so using the tracked and signed service is for everyone's Peace of Mind.  The packaging used is fully recyclable.

The tools provided in the craft kits will last well beyond the making of one craft and these should be kept in a safe place for your future use.

Orders are normally shipped within 3 business days (Monday to Friday).

Shipping to North America is via International Tracked and Signed for Peace of Mind.  Delivery usually takes 2 to 3 weeks but can be longer especially in busy periods.

I will always do my best to make sure you are happy with your purchase. However, if something's not right please message me and I will always do my best to work things out. If you have any questions or alternative requests please message me. I will be more than happy to discuss your ideas before you order if you prefer.

DUTIES & TAXES (International)

IndyWildheart is based in the UK.  Please check what your delivery destination's import duties and taxes are BEFORE placing your order to avoid any surprises. IndyWildheart DOES NOT cover any import or other taxes that may apply outside of the UK.   Some countries may charge an import tax upon arrival in customs, so please don't get caught out. If an item is rejected and returned to me based on refusal to pay import fees I will refund the cost of the item but only once it has been received back safely (shipping costs will not be refunded as this service has been provided).