Terms & Conditions
Ordering Online
Once you complete your order, you will receive an email confirmation and another when your item is dispatched. All pieces in our collection are handcrafted and made to order. Processing times may vary depending on the complexity of each piece.
We reserve the right to cancel your order if:
- We are unable to fulfill custom specifications or requirements.
- We do not deliver to your area (we currently ship only to Canada and the UK).
- Payment cannot be processed or verified.
- An item was listed at an incorrect price due to technical error.
If we need to cancel your order, we will notify you by email and refund any payment as soon as possible. We are not obliged to offer additional compensation for disappointment or inconvenience caused.
All prices are subject to change without notice. We do our best to ensure pricing accuracy, but reserve the right to adjust prices at any time.
Shipping Policy
We currently ship only to Canada and the United Kingdom. Shipping costs are calculated at checkout based on destination and item specifications. Shipments may require a signature upon delivery.
For Canadian orders, shipping typically takes 3-10 business days. For UK orders, expect 1-3 business days. Custom pieces may require additional processing time, which will be communicated at the time of order.
Delivery
Orders are processed weekly and dispatched within 5-14 working days, depending on the nature of your piece. Each shipment includes tracking information so you can monitor your order's progress.
Due to the handcrafted nature of our work, delivery times may vary. We will keep you informed of any delays. For deliveries to Canada, customers are responsible for any applicable duties, taxes, or customs fees.
We are not liable for packages delayed or held at customs, or for any additional fees imposed by customs authorities.
Pricing and Payment
All payments are handled independently between buyer and seller through direct bank transfer or PayPal. Prices include applicable taxes where required and are subject to shipping charges which will be calculated and communicated before payment.
Payment methods accepted are bank transfer or PayPal. Once you place an order, we will send you payment instructions and the total amount including shipping. Payment must be received before we begin work on your piece.
Returns and Refunds
Given the custom and handcrafted nature of our pieces, all sales are final. However, if you receive a damaged item, please contact us at info@anniedutremble.com within 3 days of delivery.
We will provide a replacement or full refund for:
- Items damaged during shipping.
- Items that do not match the agreed specifications.
- Manufacturing defects identified within 7 days of delivery.
Return shipping costs for damaged items will be covered by us. For all other cases, return shipping is at the customer's expense.
Each piece is unique and made specifically for you - we do not offer exchanges or returns for change of mind.
Privacy Policy
On Never = Off Always respects your privacy. We collect only the information necessary to process and fulfill your orders. Your personal information is stored securely and is never shared with third parties without your consent.
We use your contact information solely to communicate about your orders and occasionally to share updates about new pieces or collections. You can opt out of marketing communications at any time.
While we take all reasonable steps to protect your information, we cannot guarantee absolute security of data transmitted online. By using our website, you acknowledge and accept this inherent risk.
Please note: These Terms and Conditions may be updated from time to time. Continued use of our website constitutes acceptance of any changes.