Frequently Asked Questions...

We’ve tried to answer the most common FAQ’s below, however if we haven’t answered your question, please just get in touch with us and we’ll try our best to assist you!

View our Privacy Policy here. View our Returns Policy here. View our Terms & Conditions here.

Safety Disclaimer

SAFETY IS OUR NUMBER ONE PRIORITY.
Every care is taken to manufacture our products with due care and attention. 

We use the best quality materials and components to ensure you get the best possible product available.

Tracey Lou Creations Products are NOT toys and should always be removed if your child is sleeping, napping or unsupervised.

Tracey Lou Creations products are used at your own risk and we can not accept any liability for any incidents incurred whilst using our products. By purchasing from our site you acknowledge full responsibility to ensure you supervise your child at ALL times during product use.

Payment

Payment is required at the time of ordering.

INTERNATIONAL ORDERS 

All additional fees and taxes applicable to international orders are payable by the customer. Shipping prices will be quoted on ordering. Please contact us on Social Media or traceylou@traceyloucreations for more details.

SHIPPING COSTS & DELIVERY

All items are handmade so please allow 14 Working Days for us to prepare your order to our high standards. Sometimes during busy periods, these time frames may extend. Keep an eye on our Social Media platforms for updates.

All orders will be sent via the Royal Mail 2nd Class Signed For service as standard, to the address provided on ordering.
The costs for this are as follows;
Large Letter e.g – Orders of up to 8 Bow Clips/Stretchy Bands without embellishments, Single Dreamcatcher Orders, Single Bow Holder Orders – £3.00
Small Parcel e.g – Bow Clips with large embellishments, Bows permanently attached to Alice Bands, Orders of multiple Dreamcatchers/ Bow Holders – £4.00

Upgrades to 1st Class Signed For are available.

N.B – This list is not exhaustive and in some circumstances these costs may change. If you have any queries regarding postage and packaging please contact us either on Social Media or send us an email.

INTERNATIONAL ORDERS 

All additional fees and taxes applicable to international orders are payable by the customer. Shipping prices will be quoted on ordering. Please contact us on Social Media or traceylou@traceyloucreations for more details.

RETURNS

View our full returns policy here.

You have 30 days to return an order after receiving it. If you change your mind, or the product you received is not what you expected or is damaged then please contact us before returning the item.

If you wish to make a return, send us an e-mail or a direct message via Facebook containing your name, address, e-mail address, the order number and a specification of which items that the return relates to.

Unless otherwise agreed upon, the refund will be processed through the same payment method you used to make your original purchase, within 5 working days.

Additional non-returnable items:

– Personalised Items/Custom Orders. If the item is faulty, these orders will be offered an exchange/store credit
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 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 5 working days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via Social Media or traceylou@traceyloucreations.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping
Unless prior arrangements have been made with us, you will need to cover the cost of the return shipping. Shipping costs are non-refundable. Ship the items for return within 14 days of the date of the request for a refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.   You are responsible for any damage incurred by items during the return shipment. We therefore strongly recommend that you send the products well packaged, in original condition and in their original box and/or packaging. If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If possible, please provide us with a tracking number for the return shipment.

Bow Care

Every care is taken to manufacture our products with due care and attention. We use the best quality materials and components to ensure you get the best possible handmade product available.

Storage
Bows ideally need to be stored flat or clipped to a bow holder to keep their shape and not bend and crease.

Bow Care
Our bows are not waterproof, please keep dry.

Our fabrics and glitters are strongly and carefully bonded onto felts, canvas backing and woven materials. Occasionally over time the materials may fray. Trim with sharp scissors any stray threads to ensure your bow stays looking as good as new.

Take extra care with mulberry paper flowers and embellishments, these may be delicate.

Custom Orders

We LOVE custom orders! If you have something specific in mind, please drop us a message via Social Media or an email at traceylou@traceyloucreations.com, with a description or photo of what you are looking for, or even just an idea and we will get back to you with costs and more information. 

PLEASE NOTE – Tracey Lou Creations will NOT copy/replicate another designers work. If you are looking for an exact item you have found whilst searching, please order from the supplier directly. We also do NOT create any products using copyrighted/trademarked characters or materials due to laws/policies. 

You deserve some tlc...