FAQs

ORDERING

 

Upon placing your order you are agreeing to the Terms and Conditions set out on this page.

For up-to-date shipping lead times please see the header on the home page. 

Any handmade items you receive may vary slightly to the item pictured, as each one is handcrafted there may be slight differences in size.

Our items are not suitable for children due to small pieces.

Any of our products constructed of paper or untreated wood we recommend that they are enjoyed indoors and out of the direct sunlight and away from moisture.

 

CANCELLATIONS

In the extremely unlikely event that Alana Phoenix & Co cannot honor an order you will be notified at the earliest opportunity and fully refunded.

 

ADDITIONAL INFO

We are always up for a challenge no project too big or too small. Contact us for a free no obligation quote.

If you do need something before the time frames stated please contact us and we will endeavour to meet your requirements.

 

Delivery & Returns

DELIVERY

All UK orders will be sent via Royal Mail 2nd Signed for service which can take 2-3 business days to deliver. Faster delivery methods are available at checkout, please contact us alanaphoenixandco@gmail.com for a quote.

You will be advised of a despatch date upon confirmation of your order.

Worldwide shipping is available please contact us for a quote before purchasing.

 

RETURNS AND EXCHANGES

Items must be returned to us within 14 calendar days of receipt and must be returned to us unused as received and in the original packaging. Please contact us via email to let us know that you wish to return an item to us and if you would like a refund or exchange. Once received a refund or exchange will be processed within 7 days. Please note that the buyer is responsible for all costs incurred to return the item/s to us, unless otherwise agreed by us. Please make sure that proof of postage is obtained. 

Unfortunately we are unable to offer refunds or exchanges on bespoke, custom or personalised orders.

 

Any questions feel free to contact us via email to alanaphoenixandco@gmail.com