Shop FAQS

When will my order be dispatched?
Everything is made to order and usually dispatched within 3 working days.
Do you deliver internationally?
Yes. Worldwide! Orders will be processed in GBP.
How much is postage?
UK orders are delivered in approximately 5-7 working days at £3.29 via trackable courier.
International orders are delivered via a 5-7 day Royal Mail service at £9.99. This is a trackable service,
It’s rare, but bare in mind, it can be up to 21 days depending on the time in your customs area.
If you are having an item delivered outside the UK, you may liable for any customs/import duties so please check this with your country before ordering.
I keep postage receipts for all orders so please get in contact if you have any problem

Delayed orders

If it’s been more than 10 working days since you received your dispatch confirmation email and please check your spam folder in case I have emailed you with a query. If you still think your order is late, please get in contact hello@hopesquad.co.uk and I’ll do everything I can to help

Is your packaging recyclable?

This is something I am working towards gradually, the I’m proud to say the majority is.

Can I make a custom order?

A lot of my items can be customised so please email with what you need and we can go from there.

Returns

Although the items are made to order, I do allow for returns made within 14 days in perfect condition. Please email hello@hopesquad.co.uk for the address. Buyer is responsible for return costs and refunds can only be made once the item has been safely received here. I strongly advise you keep proof of postage safe until your refund has been completed. If you received a rose gold lotus charm in your package, that would need to be returned also for the full refund.

When will I receive my refund?

I know want you’ll this done as soon as possible so will do my best to do so as soon as I’ve received and checked the item. It’s usually actioned within 2 days of receipt, but please leave up to 10 days in busy periods.

What should I do if I was sent the wrong item?

I’m so sorry if this has happened. It’s very rare and I’d be keen to sort this out for you. Please email me hello@hopesquad.co.uk with your name, address, the name of the item you received and the item you actually ordered.

Can I cancel or amend my order?

Please email me. As long as the item hasn’t been dispatched I should be able to cancel it. If you want to change the address and paid via paypal, I’m afraid the order will have to be cancelled and a new order made or Paypal won’t provide cover for the item.

How does the charity donation work?

Every time you order, £1.50 is donated to the Hope Squad chosen charity at the time (current charity is shown on my fundraising page). This is built into the cost of the item so you won’t be charged it separately at the checkout. My passionate hope is that eventually Hope Squad will be donating all profits to charity, as a space for community and making change in the complicated world of family making.

Trade/Bulk orders

If you’d like to make a large order, please contact me directly for details.

I can’t see my query above?

Please feel free to get in touch. My little shop and your experience is very important to me. I really want you to enjoy your product and have a happy, supported experience. Email hello@hopesquad.co.uk

GDPR Pruvacy Policy

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or my shop at www.hopesquad.co.uk

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsym WordPress or any third party services you access through them. You can reference the Etsy/Wordpress Privacy Policy to learn more about its privacy practices.

Information I Collect

To fulfil your order, you must provide me with certain information (which you authorised Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom order of jewellery, for example), if you contact me directly. This is stored only on Etsy and I do not share it with any other party.

Why I Need Your Information and How I Use It

I rely on a number of legal bases to collect, use, and share your information, including:

as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;

when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;

if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law;

and as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Etsy Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the Etsy Seller Policy and Terms of Use.

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

Etsy. I share information with Etsy as necessary to provide you my services and comply with my obligations under both the Etsy Seller Policy and Etsy Terms of Use.

Service providers: I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services eg your name, address and order choice for a company I partner with to send it to you.

Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others

Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years but as above, this is not shared with any third party unless legally necessary

Transfers of Personal Information Outside the EU

I do not transfer your information outside of the EU.

Your Rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.

Change, restrict, delete: You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.

Object: You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.

Complain: If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

How to Contact Me

For purposes of EU data protection law, I, Jules, am the data controller of your personal information. If you have any questions or concerns, you may contact me at hello@hopesquad.co.uk