FAQs
How do I buy an animal, they are all out of stock?
I generally do collections about 8 times a year. These are announced on social media and on my email subscription with a time and date when they will be on the website. They tend to sell out fast so being on the subscribers list is the best way to know when to be there and will include prices and links to what will be for sale.
They will be listed on the new collection page and you can preview prices, sizes etc beforehand. I add in previews as I make them ready so keep checking back.
If you know what you would like eg a Baby Weasus, or a Lightbringer, you can book a made to order slot on the commissions page. I have four slots available each month. The slots are free to book, I will agree with you what you’d like and a price and then I will do a custom listing for you to buy. I make it during the month you book it for. You can pay for your slot anytime up to that month. I won’t start making until you have paid.
Can I commission you to make me something?
I accept commissions for needle felted animals and scenes in my style. I do not make human figures, pet portraits or work in the style of someone else. You can book a slot and find out more about prices ranges and read case studies on the commissions page You book a free slot or email me to discuss what you would like. Made to orders are the same price as original listings, commissions will cost more for one off new designs.
I forgot my password for my account
I’m unable to change your password for you, but after clicking the Sign In link on the top right of the menu bar on the homepage, you can click Forgot password? to send yourself a password reset email. This link expires after 24 hours. If it says your name then you are already logged in and you will need to click log out to to then log in again and click the forgot password button. Be careful putting in your correct email address as if you type it in wrong, that is where your notifications get sent.
What payments methods do you use?
You can pay via your credit/bank card or paypal or apple pay.
I can set up part payment options over several months for larger purchases over £100. Just ask when you book a made to order slot.
How long till I get my stuff?
Ready made items such as books will be posted the next posting day. I post on Tuesdays and Fridays. If you need something more urgently, add a note and I will try my best to get it to you sooner. Made to order items take a few weeks to make, again leave me a note if you need it for a particular date and I’ll do my best but the more notice you can give me and Kathy the better. . Made to order slots are made during the month you book it for, so if you book a slot for July, I will make it in July. If you need it for a birthday or such, please let me know the date so I can make sure I do it in time.
HOW MUCH DOES IT COST TO SHIP MY ITEMS?
I use Royal Mail to post items. shipping rates are based on small items that can go as a large letter such as books, badges, cards and one for parcels. You can choose between tracked 24 or 48 post. Smaller single cards, books etc are sent standard first or second on which you choose.
It ranges from £1.50 to £5.50 depending on size and weight.
I charge the Royal Mail rate for standard parcels. If the item is a few hundred in value, I will send Special Delivery at my own cost.
Overseas there is a split rate for letters/parcels depending on your country. I have to guess an average cost. If it costs a lot less than you paid, I will refund you the difference. You can see the rate when you get to the check out.
EU customers will have to pay fees and vat on receipt unless you contact me for a custom order which I can do via etsy and save you the fees. Just email me what you’d like to buy and I can do a listing on etsy for you which will save you the fees charges.
You will receive a shipping email from the website when I post it. It will have a link for you to track on the Royal Mail website and you will get an email from them when they are planning to deliver it. UK customers can nominate a safe place to leave your parcel when you order. Customers in the US, once it has passed into the US, you can sign up for email tracking with the code via USPS.
Chokliteer tribe members at tea cup levels and above can get free shipping or an overseas discount, join the tribe for free shipping options.
My parcel has not arrived yet what do I do?
Please be patient! I often get people emailing me the next day saying it has not arrived. Postage times vary a lot depending on where you live. Please be patient and allow a few days for the parcel to get to you and check your tracking link that came with the parcel. Second class says 3-5 days, though often they come next day.. Overseas post can take weeks sometimes and get stuck in customs. If you ordered a more costly item, you will have a tracking number on the shipping email. Please check that on the Royal Mail website to see where it is or check the sorting office before asking me. In all the years I have been posting, there has only been 3 genuine losses of parcels, most turned up with neighbours, in the sorting office, in the garage, husband put it in the cupboard and didn’t tell me, niece forgot to tell me she’d got it… If it is genuinely lost, I will of course replace the item for you once the post office declares lost and I can claim. Usually 10 working days for first class UK, but much longer for overseas.
If you gave me the wrong postal address I cannot be responsible for that so please check when ordering you have not auto filled an old address. If you do, email me and if I have not already sent it, I can send to a different address.
Also please remember if you buy a gift for someone else, do add a note for a gift card to say who it is from if you want them to know. I post to the address and if no note I won’t say who bought it for them. They won’t be able to let you know it arrived, if they don’t know who sent it.
Can I return the item?
If you are not happy with your purchase, then please post back to me for a refund within 7 days of receipt. The item must have been unused and in its original packaging and mint condition. You will be refunded for the item cost but not for the original shipping costs. Return postage and safe delivery of the item are the customer’s responsibility – I recommend signed postage, and keeping hold of proof of postage until the item has been received here in the Shed.
Please be aware that I am charged paypal fees even if `I refund, so for costly items that you just change your mind about, or cancelled orders, if you ordered via paypal, I may deduct something towards the fees or I will be massively out of pocket.
Dedicated books, personalised print orders are not eligible for refund.
Please note the print to order merch is custom printed for you and sent direct from the printers. If you do not want it, I still have to buy it myself, so please be very careful about buying the correct size or I can end up massively out of pocket. It is just me in a shed, not a big corporation.
I can’t refund any personalised items.
In the rare case you receive something damaged in the post or a book with a page missing or such, you will receive a replacement item, once you have sent me photographic proof of damage or a refund including shipping costs.
Can I cancel my order?
If you change your mind, or ordered in error, please contact me asap and I will refund your order if I have not already posted it. Please be aware if you order via Paypal, I get charged fees even if I refund, so I can be massively out of pocket if you cancel. If the order is via paypal and costly, I may deduct the fees from your refund costs. Please check your checkout basket before you buy in case items are still in there from previous purchases.
I’m in the EU How does it work with the new brexit changes
It is super complicated for us to post to the EU now and and I know many companies are just not shipping to the EU. I want to help you avoid costs where possible so I have a work around solution. Etsy are able to do a vat charge for your country and supply an IOSS number so you are not charged fees on delivery, so if you wish to order from me, please email me what you’d like to order and I will do you a custom order on my etsy shop so you are saved the fees. Otherwise you are free to buy on my website you will be liable for any vat and delivery fees on receipt.
do you offer discounts?
I think I charge a fair price for my work, I don’t try to make a massive profit or put up prices so I can reduce them later, therefore I do not usually have sales. Occasionally I will have a sale of old stock such as mugs or some old cards I found, but that is rare. Chokliteer tribe members get discounts on certain products in their tribe only shop, and free shipping discounts but otherwise I think I charge a fair price for my work and I value my work enough not to discount it.
I changed my email address, how do I change it on my account?
Log in to your account with your old email and in your profile, click on your email. It will take you to an option to put in a new email there.
I changed my bank card, how do I change it on my account?
If you need to change your card details, click on your account on the top right of the website and update payment details in there. It will either say account/log in/ or your name depending on if you auto log in or not. The password for your account is the one you set up, if you forget it, then log out and click forgot password and it will send a link to set up a new one.
If you have a current payment plan or tribe subscription running, you must also update it on the recurring payments section too or it will continue to try the old card for that payment.
Chokliteer Membership questions
I forgot the Chokliteers tribe page password
The password is written on the card you got with your membership, please keep it safe. If you lost the card, you can find the password in the the files in the facebook group. If you aren’t in there either, you can email me. For renewing on the tribe renew page, the password is RENEW.
I forgot how to renew/when to renew/what level I am/help what happens
All details of your membership level, what date you renew etc are in your account which you can view on the website.
You will have received an email from me before renewals start (check your spam/junk) This will tell you what type you are and what to do. If you can’t find it, head to the Renew page where instructions are on the top of the page. (password RENEW) The facebook group has a pinned post with info on too and a video of my explaining how to find out what level you are and when you renew etc. You can also check your emails or bank to see how much you pay each month or year to see dates and what level.
Please check all of these before emailing me to ask as I have to do a search for your account and look up this info for you, same as you do. It takes a lot of time for me to do this for everyone, so have a go yourself first please. Thanks.
How do I access my account and cancel my subscription?
Top right of the navigation bar says account/log in/ your name. If you see your name, you are logged in. Click on your name and you can see your saved details such as address and your past orders.
You can click on recurring to see all the details of your membership, when it is paid, what level etc. You can scroll to the bottom and click cancel Subscription if you wish to cancel it.
If you see account/log in, you need to click on it and log in with your email and password that you set up the subscription with. Some of you have used different emails or typed it in wrong so you may need to try some options.
If you forgot your password to log in, see above for how to reset it. You can change your email on your profile too.
If you really can’t get in, you can email me to ask me what email you logged in under or for me to cancel it for you.
Iforgot to use my Tribe free shipping code can you add it for me?
Sadly, I can’t add them on retrospectively on the website, think of it as King Norty’s choklit tithe and try and remember next time.
My Payment failed as my bank card is out of date
Head to your account and update your payment details. If you have a subscription, you must go to recurring payments and update it on the subscription too or it will continue to take from the old card. If you fail to update, your subscription will be cancelled after 3 attempts to take money. You can then buy a new subscription to continue your membership.
The Password to your account is one you set up, not one I have given you. If you forget it, you can reset it- see above.
I panicked and bought a second membership even though my first one was set to renew and now I have two
Head to your account and cancel one of the subscriptions, the oldest one preferably as that keeps cards and info updated. I can’t refund monthly payments done in error as the bank charges and time taken for me to do it, mean I make a loss. For yearly ones, I will refund the subscription minus the bank charges I pay for processing the payment and refund.
managing your subscription advice from the website people
Customers who buy subscription products can view and manage their subscriptions from their customer account. After logging in, they click My account, and then Subscriptions.
All subscriptions are listed in the Subscriptions section. Customers can click a subscription to view its details, including:
The next order date
Product price (excluding shipping and taxes)
Subscription frequency
Order history
Saved billing and shipping information
If the subscription has a limited number of renewals, the panel also displays the number of payments left in the subscription.
To cancel the subscription, they click Cancel Subscription. You'll receive an email notification when a customer cancels their subscription. Canceling a subscription doesn't automatically cancel the most recent order. Customers will need to contact you separately to request a refund. Customers can't delay their subscription renewals, but you can do it for them.
To update their payment information or change their billing address, they click Payment method, and then Add new payment method.
Note
To change the subscription shipping address, customers must cancel the subscription and resubscribe using different shipping details. but you can just email me your new address, that’s fine.
Via the order email
To manage subscriptions, customers can also click the Manage subscription link in the order email. This opens a new tab or window where they can log into their account.
Failed payments
When a customer’s payment fails, you both get an email notification. The customer's email includes a link to update their billing information.
The charge is attempted again after five days, and then for a final time five days after that. If the payment fails for a third time, the order and subscription are canceled, and the customer receives an email. Customers can update their payment information in the Subscription panel in their customer account.
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You didn’t answer my question
Please feel free to email me
I got a begging letter from a weasel saying send choklit. Is it genuine?
Do not send choklit to weasels claiming to be starving. They are cheeky norty greedy weasels and get plenty of supplies!
iT is gEnuIne. Do nOt listEn tO hEr wE iS sTarvInG wE iS.