FREQUENTLY ASKED QUESTIONS

What happens when I place an order?

Once an order has been placed, a confirmation email will be sent to the email address entered. Please remember to make sure your email address is correct and to check your junk box! If it's your first order with us, it will usually end up in there. 

If you have purchased a pre-made/ready to ship item this will be sent the next working day via the postal service your have selected.  If it is a custom order, we will contact you to confirm your selection and then again when the item is finished and ready for posting.

Do I need to create an account?

You do not need to create an account to shop with us if you do not wish. If it's preferable and you are a regular customer, you can create one as it allows you to keep your addresses and previous orders for reference or for re-ordering easier.

Do you ever have any voucher codes or discounts?

Yes, we occasionally send out discount codes with our parcels for an upcoming event or special offer/promotion. We also release discounts codes on our Facebook page, so give us a like to stay up to date.  However, if you do see any that are on discount voucher websites, they will be fake as we do not work with any discount site. When using your discount code, you will need to put it in when you get to the checkout.

What are the customisation options?

All products can be customised for style, length and fabric choices.  Please add a note at checkout with your specification.  Fabrics can be found as products and notes can be added to your order with your choice of design.

 

I need some advice on a product, can you help me?

Please select the contact us option, put a note of your query, name and contact number and I will give you a call as soon as I can.  I will always try and get back to you the same day or at least first thing the following morning.

Can I change my delivery address once it has come through?

If you wish to change a delivery address once an order has been placed, you may do so before it has left with our collection. You can call us or email us but it has to be before 2:30pm. Once it has left us, we are unable to change any details on your order.

I won't be in, can I ask for a safeplace?

Before you place your order, you can put in a safe place option in our comments box before you proceed to the payment screen. We will always try and accommodate for deliveries.

My order is over £100, can I ask for a signature on my parcel?

Any orders over £100 will automatically be changed to a signed for service. This is for the customers peace of mind and our own. It allows us to ensure that it was not left in an unsafe place.

How do I return items for a refund or exchange?

Please read our full returns policy here.

As an International client, who incurs the cost of sending an exchange or refund back?

With any return or exchange, this is at the expense of the customer. Once the return has been received however, if an exchange has been organised, we will then send out your replacement parcel free of charge.

I've returned an item for a refund, what happens now?

When returning an item for a refund or exchange, please ensure that the swing tags and labels and the clear plastic bags are attached and in a re-saleable condition. If items are not returned to us in good condition, this may prevent a refund being issued to you. Your order number must be somewhere on the parcel as this allows us to find your order once it has arrived back to us.

You are responsible for the return postage, we also suggest you ask for a proof of posting receipt (which is free) so you can track your parcel.

Once your parcel has arrived back to us and we can see it is in good condition and are able to re-sell, we issue a refund to the card or Paypal account that the order was placed with. This is done usually the same day we receive your return. It can take 2-5 working days to show on your statement, but it is done straight away. An email confirming your return and refund will also be sent to you.

There is a problem with my item, ie; damaged or faulty, what do I do?

On the rare occasion that there may be an issue with your item please call us or email us, it's the easiest way! If you can include photo's with your email, that would be great. We can then assess what action can be taken or arrange return of the item.

I've had great service and want to let you know, how do I do that?

We really do appreciate feedback, be it positive or negative as it helps us grow and learn for next time! You do brighten up our day when we have a lovely email from customers saying that that pair of Harem trousers were perfect for your crawling baby; or that the Beatrice Dress helped to make your little one feel confident! We try to be helpful and appreciate all feedback received.

I am a crafter, and would like to be part of the Cup of Sew team?

Providing you hand make or handcraft your own items we would be happy for you to have a permanent slot on our website.  We aim to have only one of each type of vendor and would ask that items are dispatched in accordance with our own policies.  If you think this suits your business, please contact us.