Here are some of the questions we get asked frequently- still not sure of the answer? Please contact us and we will be happy to help.
I have placed an order for a personalised product but just noticed I made a typing error, what do I do?
If you notice an error in your order, please let us know immediately. Whilst we will make every effort to ensure you are happy with your order, once the order has been engraved and ready for dispatch, it is non-returnable and non-refundable so please double-check all personalisation details.
Why has 'Stripe' appeared on my credit/debit card statement?
Stripe is one of our payment partners. During the first 24 hours, you may notice 'Stripe' for your Treetop Treasures order, however this will change after 24 hours to Treetop Treasures. If in doubt, let us know and we can confirm your order.
How long will my order take to arrive?
Once you place your order, we hope to have your order ready within 3-5 working days before shipping, please allow a little longer during busy periods. We send all items out First Class via Royal Mail, so please allow 1-3 working days from when you receive your dispatch email. Allow a little longer during busy periods such as Christmas.
Why haven't all my items arrived in one parcel?
Orders containing 3 products or less (items/sets we deem to be letterbox size) will have products packaged and sent separately. This means each product can fit through a standard letterbox and therefore will be of no disturbance/inconvenience to you. Orders of 4 items/sets or more will be sent as one package. Orders of £25 or more will be sent Signed For First Class, requiring a signature upon delivery.
My order hasn't arrived?
Please contact us with your order number if you haven't received your order after 5 working days after your dispatch email. It will be classed as lost 14 working days after we dispatched it. We will then send a replacement or issue you a refund. If you let us know more than 21 working days after it is dispatched then we will offer a store credit.
Can I return a product?
Personalised items cannot be returned or refunded unless there is an error on our part. If there is an error due to us, we are very sorry, please contact us immediately via email: email@example.com with an order number and photograph of the issue.
Non-personalised items can be returned, please contact us within 14 days for a return address. The customer is responsible for the cost of a tracked/proof of postage delivery method. A refund will be issued via the original payment method once we have received the item back.
My order arrived damaged, can I get a replacement?
Sorry that your item has arrived damaged, please contact us within 24 hours of receiving the goods and we will happily arrange a replacement to be sent.