Frequently asked questions

 

How long will you take to answer my emails	I endeavour to respond to emails within 24 hours. If you don't receive a reply within 24 hours please email again or check your spam folder
How do I place an order and what payment methods are available	All prices are in £ sterling. The price payable shall be that displayed at the time of ordering. UK Customers  Orders are placed either using the Paypal Cart for credit card payments or by Contacting me for Direct Bank Transfer, Cheque and Postal Order payments.  If you are not paying by Credit Card an email will be sent with payment instructions.   International Customers   I only accept Credit Card via Paypal.  I do not accept International Money Orders or Checks       Shipping Costs in GBP 0.01 - 9.99 2.20 10.00 - 19.99 3.50 20.00 - 39.99 5.00 40.00 - 99.99 6.00 Over 100.00 FREE
How do I know if you have received my order	Email confirmation is sent within 24 hours of placing an order

How long will it take to process my order	The length of time an order takes to be processed is dependant on what you have ordered and the method of payment. Credit Card Payments Most orders can be made and posted within 3 days apart from personalised or Custom Made items such as painted feathers, these can take 7 to 14 days to complete.  I will always let customers know the time scale upon enquiry or ordering.           Cheque & Postal Order Payments (UK Customer Only) If you paying by Postal Order,  Cheque or Bank Transfer, your order can only be processed when we receive payment.  Cheques and Bank Transfers can take 3 to 5 days to clear occasionally they can take longer. As soon as payment is clear your order will be dispatched within 24 hours unless you have purchased a personalised or Custom Made item  but confirmation will already have been emailed with a date for completion
Can I cancel my order	Providing you contact me before your order is dispatched or for Personalised and Custom Made items as soon as possible after making the order.  If the order is still being processed, I will cancel the order for you.   Personalised or Custom Made items that have already been started can not be cancelled as stated by the BERR distant selling regulations
What delivery methods are available	UK Customers All orders posted within the UK are sent by 1st class Recorded Delivery   International Customers Orders are posted by International Airmail or International Recorded for those customers that have purchased International Insurance
Can I track my order	UK Customers The tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you. International Customers Tracking is only available to those customers who purchase International Signed for with extra Insurance

My order has not arrived, what should I do	UK Customers Most orders are usually received within 3 days unless there are postal disruptions.  If you have not received your order within 7 days please check with Royal Mail online tracking for information.   If your parcel does not arrive and is regarded as lost by Royal Mail, I will make a claim on your behalf for compensation.   The Royal Mail do not compensate for P&P cost so only the price of the goods purchase can be refunded   International Customers International deliveries can take up to 21 days depending on the destination.  Refunds can only be given on purchases deemed lost if the customer has paid for Tracking and extra insurance
Can I return an order	Items may be returned within 7 days of delivery providing they are in the same perfect condition they were delivered in.  Personalised or Custom Made Designs can not be returned as every effort is made to ensure you the customer are happy with your design before posting. Please return goods using Recorded Signed for your protection Notification of any damaged items, shortages or other discrepancies must be received within 7 days of delivery. We will refund your postage costs provided the order is damaged or faulty.  Postage costs are none refundable for damage caused by Royal Mail or other persons once item has been dispatched
How do I make a complaint	Nelly Moon and the House of Native Feathers prides itself on good customer service and aims to provide a consistently high quality service.  If you are unhappy with our service or products you should contact us. Contact Us

Disclaimer The information contained in this web site should not be used as a substitute for medical care and advice from your healthcare provider.  Healing services are offered only as an alternative and complimentary healing method.  In all cases, it is recommended that you continue to follow medical treatment as prescribed by your healthcare provider. Nelly Moon assumes no responsibility or liability for any injury, loss or damage incurred as a result of any use or reliance upon the information and material contained within or downloaded from its website