Frequently asked questions

sian o'doherty contact

How long will my purchase take to arrive?

Due to the nature of many of the products being handmade delivery within the UK will expect to take up to 7-10 days from the point of ordering. Large orders could take longer- but you will be informed if any further delays beyond this will occur.

Delivery to remote areas such as the Highlands and Islands of Scotland, the Isle of Man or the Isle of Wight together with International deliveries may take longer. Please allow up to 14 days. Large orders could take longer but you will be informed if any further delays beyond this will occur.

Do I need to be in to receive my order?

All large items i.e cushions, blankets and multiple items are sent recorded delivery, so you need to make sure someone is around to sign for your purchase. This is to insure both yourself and us.

Will it be tracked?

All large items i.e. cushions, blankets and multiple orders are tracked and signed for. We will issue you with a tracking number on dispatch, which will tell you its estimated arrival. Smaller items such as wrist-warmers and hats are not usually tracked. If you are concerned about not being able to sign for a delivery an alternative delivery addresses should be considered such as a work address.

How do I pay for my order?

Our shop is set up with Paypal. This is to insure you against fraud or theft. You do not need a PayPal account to complete your transaction. Once you are put through to the Paypal page, make sure you click on the link which says “Pay with a debit or credit card”. Paypal take: Mastercard/Eurocard, Visa/Delta/Electron, Discover, American Express, and Maestro.

How can I cancel my order?

Orders can be cancelled by emailing sianodoherty@hotmail.com. Please note that orders cannot be cancelled once goods have been dispatched, thereafter goods must be returned using our returns policy.

Will I have to pay any Import Duty if I am purchasing from abroad?

Any import customs tax and duty (if any) will be payable by you the customer on items shipped outside the EU. Our prices do not include VAT as we are not VAT registered.

How long do I get to return my item?

Should you wish to return any items purchased from our website please email sianodoherty@hotmail.com. Items must be returned in the same condition you received them and in the original packaging within 14 days of receipt. Please post your goods by Royal Mail or your national postal service and use a recorded delivery service. Items should be returned to:

Sian O’Doherty Returns
Ash Farm
Ivy Chimney Lane
Stepaside
Narberth
SA67 8JU

We are not responsible for return delivery costs unless the item is found to be faulty. We are also not responsible if items are lost in transit; please keep your receipt and send all goods by a service that requires signed for delivery.

How do I return damaged/faulty goods?

In the very unlikely event that your product reaches you in an unsatisfactory state, then we will refund your money. Please get in touch within 48 hours explaining the issue via sianodoherty@hotmail.com and we will give you instructions on what you need to do next.

How do you make your fabric?

All of my products start on my domestic knitting machine in my studio. A range of samples are knitted, washed and pressed before I can decide which best represents the overall look and feel of what I am aiming for. A great deal of time is taken in this initial stage to get the right design and overall fabric. Predominantly most of the designs are knitted in the studio right through to their completion with labels and swing tags. However most recently as the business has grown I have started to work with a small family run business in Scotland to help make sure that I continue to grow and allow time to make new designs for you and your home.

© Sian O'Doherty, sianodoherty@hotmail.com 07983 453210 Ash Farm, Ivy Chimney Lane, Stepaside, Narberth SA67 8JU | Crafting Beautiful Website Design Hu Studio
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