Processing times, Shipping & Returns

Processing times

Each piece of wire art is handmade by me, Claire and I am a one-band-woman-business (Mr VividWire helps with packaging and communication at very hectic times, such as the Christmas rush but gives encouragement 24/7).  

 

Processing times can be defined as the time it takes for the art to be designed, handmade and packaged to be ready to ship to you.

 

Most of the time, orders are sent out faster than the processing times stated on each product, however I allow for unforeseen circumstances within those processing times to avoid disappointment.  Unforeseen circumstances include (but not limited to): myself or someone in my family becoming ill; no childcare due to my childminder or someone in her family becoming ill; having no childcare due to restrictions put into place by the government because of COVID 19; or injury to my hands.  

 

All of these circumstances result in a restriction of hours I am able to handmake your wire art, so orders take longer to process.  
If you require a piece of art before the processing time stated in the product description please contact me directly via email hello@vividwire.co.uk before ordering.  Usually, it is not possible due to the volume of orders, but I will always try to do my best.  

My working days are Monday to Friday, 9am till 4.30pm.

Being only one pair of hands, I have developed different processing times for different types of orders.  This is takes into account designing, handmaking and carefully packaging your art.  For example, if you wish to order something ‘bespoke’, which has never been designed or made before (first time ever!) then the design and making process will take longer.  In addition, if you have purchased something that I have made ‘ready to ship’, this cuts down a lot of the processing time as I have already designed and made it prior to your order being made.  My ‘made to order’ products have a shorter processing time compared to my ‘custom’ and ‘bespoke’ products because, as they are my designs, I have practiced them and have a photocopy of the original to use a guide so it speeds up the process.  

 

If your order consists of mixed products, then the processing time will be as per the longest option so that everything can be made together.  That means it cuts down on waste, packaging, and shipping costs.  

 

I will always do my best to send you an email with your estimated dispatch date, but this may not happen if I have a particularly large number of orders to make or an unforeseen circumstance occurs. If all goes to plan, your order will arrive much faster, but just in case…

The maximum processing times for each type of product are:
•    Bespoke orders; approximately 8 to 10 weeks (this is estimated on an individual basis and subject to change depending on the               design; some designs may take longer than 10 weeks)
•    Custom orders over 20 letters; approximately 5 to 7 weeks
•    Custom orders under 20 letters; approximately 4 to 6 weeks
•    Made to order; approximately 2 to 4 weeks
•    Ready to ship; approximately 3 to 5 working days.

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If the worst case scenario happens and I am still going to be late in making your order, I will contact you using the information you provided when you placed your order and offer you a full refund if you wish to cancel your order before I have made it.  

I am proud to say that I, personally, handmake EVERYTHING that leaves Vivid Wire HQ but that does mean that I cannot compete with large companies who may have some of their art mass produced or made in a factory, which means that sometimes things are going to get to you slower than if you ordered from a larger company.  But by purchasing a piece of my art, you are buying a piece of joy; it truly does make my heart sing when I make every single piece.

If at any time, you have any questions regarding processing time, please get in touch hello@vividwire.co.uk.  

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Shipping
Shipping time is to be considered on top of processing times.  Vivid Wire supports local business and in doing so, we support our local post office.  Therefore, we send all our orders using Royal Mail.  During the pandemic, most Royal Mail post is much slower as they combat staffing shortages and an increased volume of post.  Please wait ten working days before making contact with me in regards to your order not being received.  Get in touch via email hello@vividwire.co.uk with your order number.

Where applicable, tracking information will be given to you at the bottom of your dispatch email, which is sent to you when your order is dispatched so that you can track delivery.

Shipping costs
1.    Shipping for orders £12 and under is £1.95 for standard 2nd Class, £3.95 for 2nd Class ‘signed for’ and £3.50 for 1st Class ‘signed for’.
2.    Shipping for orders over £12 is £3.95 for standard 2nd Class, £4.95 for 2nd Class ‘signed for’ and £7.45 for 1st Class ‘signed for’.
3.    All orders over £60 are eligible for free shipping.
As a precaution, if your order value is over £20 it is always advised to purchase delivery with tracking included.  

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Returns
Every single piece of wire art is handmade by me, which means that no two pieces are exactly the same.  I am human and can sometimes make very minor mistakes, which are usually only noticeable by me.  I quality check every piece of art I make three times, to ensure that it is made to the highest possible quality that I can deliver to my customers.  When purchasing a piece of art from Vivid Wire, you are investing in a small business with a huge passion and even bigger heart, so please be advised that though your piece of art may not be 100% perfect, it leaves the Vivid Wire HQ 99.9% perfect (the remaining 0.1% is human error as no human is perfect).

Over time, we have developed the most sustainable, environmentally friendly and safest way to package each piece of art, so it arrives safely to your door.  If in the unlikely event that your art arrives not almost perfect, please get in touch via email ASAP hello@vividwire.co.uk.   It is really useful to send as many photos of the packaging and damage to the art as possible, so that lessons can be learnt to reduce the risk of it ever happening again.  

 

Customer service is a huge priority to me and I always want to give the best experience to my customers as I possibly can.  That starts from the moment you make contact or purchase your order, to when it arrives and is safely installed in your home.

If you receive your item and change your mind, please get in touch to arrange for a return in the original packaging. Refunds can only be processed when the order is received back in saleable condition. 

Returns are accepted within 14 days for any undamaged product.  Please note that the cost for returning an item is at the customers expense and is non-refundable, unless the product is faulty.  If you are shipping an item over £20, you should consider using a trackable shipping service as without this I cannot guarantee that I will receive your returned item.  Once the item has been sent back, received and inspected, a full refund will be issued or an alternative piece sent out to you.   

In addition, please note the following products are not eligible for return due to the personalisation of such items: 
i)    Custom orders 
A custom order is defined as an order where the words/letters have been chosen by the customer before purchase and made in one of the four fonts offered by Claire Hill and Vivid Wire.
ii)    Bespoke order
A bespoke order is defined as an order directed by the customer on design and size, in conjunction with Claire Hill.  Usually this is replicating a photo, logo and/or handwriting or other design requested by the customer.

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If the item becomes declared lost in the post, we will issue a refund or send another piece 42 days after dispatch, which allows for the recovery of lost post and the ability to claim for the items lost.  Once 42 days have past, you can choose to have the same item, similar piece or a full refund.

Please take great care when handling your art.  I cannot be held responsible for any damage to your wire art if the wire art has not been taken care of appropriately.  Full care and installation instructions are included with every order.  If a customer has any further questions or requires support with installation please email hello@vividwire.co.uk.  Please Terms & Conditions for more information.

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