Delivery & Returns
UK Shipping
Small orders of Prints, T-Shirts and Tote Bags are sent First/Second Class via Royal Mail unless a special request for another service is made.
Larger orders are sent First Class via Royal Mail.
Wholesale orders are sent First Class via Royal Mail.
In general, you can expect to receive your order within a few days of placing it. However, I’m a one woman team across the board here, so at busy times (Christmas), or when I’m working away on a project/installation, delivery times may be longer. In general, I aim to get orders to you within a week maximum - of receiving them. But I’ll always get in touch if there is a delay for any reason.
I don’t send tracking numbers with UK order despatch notifications, simply to keep systems running efficiently here by prioritising tasks. But I do keep hold of all tracking numbers, so if there is any problem with your order - please get in touch asap.
As a one-woman and team coupled with the fact that it’s VERY rare for UK orders to go astray, this seems the most efficient way to do things.
International Shipping
International orders are sent via the Tracked International Service via Royal Mail.
Depending on where you are in the world, an extra (to the UK) shipping charge will be calculated and added at checkout.
I send tracking numbers with all international orders so that you (and I!) can keep track online - if there is a problem.
Your international delivery should arrive within 7-10 working days. Unless there is a delay, such as being held at customs.
On The Wing cannot be held responsible for any customs or import fees your country may charge - if you suspect there will be and are concerned, please check before placing your order.
Cost, weight and a clear description of the contents of your order are provided at the Post Office here in the UK - at the point of despatch.
Delayed/Missing/Late Parcels
I pride myself on making sure every part of your experience of ordering from me, is a smooth and simple one for you.
However, if for any reason, your order doesn’t arrive in good time after I’ve sent the shipping notification, please get in touch as soon as you can - so that I can help resolve this (but please don’t reply to the shipping notification - because I won’t receive it. Please email me direct: helloonthewing@gmail.com). Read on for more details/explanation.
In most cases, Royal Mail will have attempted delivery but found you out/nowhere to put the parcel etc. With a tracking number (sent out as a matter of course to all international customers, available on request to UK customers) you can rearrange delivery to suit you. However, they will only hold the parcel for a period of about 2 weeks before it gets shredded (!) or returned to me.
It’s very rare for this to happen (in my experience so far!), but very occasionally it does and the sooner you notify me - the better chance I have of tracking/tracing/organising redelivery.
There is a contact form on the main page of my website, but you can also contact me via my email address: helloonthewing@gmail.com and also direct via my mobile here: 07976012713. Please include the order number in your email/message, or have it to hand if you phone me.
I can’t emphasise this enough: please don’t reply to the shipping notification as a means of getting in touch with me - as I won’t receive it. The shipping notification is an automated ‘no-reply’ notification that Squarespace send out once I click through to notify you that your parcel is on its way.
I really want you to have your goodies as smoothly and speedily as possible - and I want the parcel to arrive like a beautifully packaged treat too. So, I have as much vested in you receiving your parcel - as you do. Get in touch with ANY issues - it’s not a nuisance, it’s part of the service I want to offer.
Returns Policy
For merchandise (T-Shirts, Tote Bags, Prints, Cards etc):
I have a fastidious quality control system here at On The Wing and endeavour to only send out stock that is in tip-top condition. However, should you be dissatisfied in any way with your order, your returns window is 14 calendar days from the date of receipt of your order.
To qualify for a refund on your returned goods, all items must be:
Returned in as new, re-sellable condition and unused. Please also return your item(s) with their original labels and packaging.
Your return must also include your original receipt or proof of purchase in the returns package.
No refunds are available for the original delivery/shipping charge, unless the item(s) are faulty. Refunds for postage costs of the return of faulty goods also comes as standard. However, no refunds are available for goods returned for other reasons.
Your items are your responsibility until they reach me, so I recommend that you ensure you return your item with an appropriate carrier/postage service that offers adequate insurance to cover the cost of the goods and/or guarantees delivery.
All items returned as faulty will be inspected on arrival.
All applicable refunds will be processed within 7 days of receipt of the returned item.
For an exchange (on clothing, for example):
Please return your item in its original packaging, with all of the original tags on, in as new, unused, re-sellable condition. Please also return your item(s) with their original labels and packaging, as well as proof of purchase/receipt.
Please include a clear description of the size/product that you wish to exchange the item for as well as a postal address to send the exchange item to.
Postage/shipping costs for exchanges are your responsibility to cover as a customer. So to mitigate extra costs, please feel free to contact me any time to discuss sizes etc before placing an order.
Returns Policy for Made-to-Order originals, one offs, paintings and commissions
No refunds are available on made-to-order bespoke requests, originals, one-offs, paintings and commissions unless they are faulty. In which case, the criteria applicable for merchandise as detailed above - also applies.
Clear, detailed, open communication in advance of purchasing any original pieces or commissions for a bespoke/one-off item mitigates any problems arising. No commission is accepted before agreement is reached with both On The Wing and my client, about outcomes and expectations. I recommend you approach these conversations with very clear parameters of what you do/don’t want to avoid disappointment.
That said, so far, I’ve never had a disappointed client when it comes to commissions/one offs! Quite the opposite, in fact - hurrah!
Returns Address:
On The Wing
15 Bryn Salem
Felinfach
Lampeter
SA48 8AE
Questions / Compliments / Quibbles / Complaints
Please contact me via the contact form with any complaints, questions, quibbles or compliments. I ESPECIALLY love hearing compliments from happy customers!