The Important Stuff

Will my order be sent by pigeon post?

    It'll be way faster than pigeon post! All items will be sent Evri tracked delivery and you will be emailed a tracking number. Occasionally, customers may wish for speedier delivery and ask for next-day delivery, which is available at an extra cost. The postman and their black and white cat may need your autograph for these expedited orders. 

    Are you actively reducing the impact your business is making on the environment?

    Yes! Majority of By Chand products are made using merino wool which although not native to UK, it is much more environmentally friendly compared to acrylic wool, which is a synthetic fibre. By Chand yarn is purchased in bulk from a UK based mill.

    By Chand macramé cord is sourced in bulk from Poland, however, it is specifically sourced from a company who is actively recycling cotton and not using dyes. 

    The By Chand fibre flowers range is created using leftover acrylic wool. We appreciate that some people may wish to purchase acrylic wool due to allergens so please contact me to chat about this further.

    All packaging is sourced sustainably and your order will be packed using paper and cardboard. 

    What are your gift wrapping skills like? 

    They're pretty top notch! If you would like to send a product directly to your bestie then gift wrap option will be available at an additional cost and I can add a personal note from you too.  Please get in touch to discuss this option further.

    But I still haven't found what I'm looking for!

    In a way that's great news because you can now let me know exactly what you had in mind and we can work together on designing the perfect product for you. We can talk different colour-ways, styles and designs.

    How long will I have to wait for a custom order?

    To be honest, it will depend on the number of orders I already have on the making list and the complexity of your custom order. I may need to order extra materials so custom orders can take approximately 2-3 weeks (especially during the Christmas period) to make. Please, do get in touch and I will provide you with a time frame once we know what it is you would like.

    When do I part with my pounds for custom orders?

    Once you have confirmed you are happy to proceed with the custom order, a custom order link will be sent to you for the total cost. I will of course send you photos of the final piece before dispatching. 

    I've changed my mind...

    That's ok, we all do! You can cancel an order before it is dispatched however this does not apply to custom orders. I'm afraid custom orders cannot be cancelled as it is difficult to resell personalised products. Please do get in touch as soon as possible and I can try reselling your custom order for you. If I am able to resell, I can then provide a refund for the amount it sold for.

    Chand, you dropped a stitch...

    If you receive your order and notice something amiss then please do get in touch with me within 7 days of receiving the item to discuss further. I am a perfectionist so it's unlikely that mistakes happen frequently, but I am only human after all. Slight imperfections point to a piece's authenticity but I want all my customers to be super happy with their order, so I would rather chat with you before you request a refund as I may be able to provide a solution. 

    I am happy to refund in full non-custom orders if they are returned to me in the same condition they were sent and within 7 days, however I will not be able to return the original postage cost or the cost for you to return the item. 

    I love your work more than I love my dog!

    Not likely to be true, but you can keep me happy by sending me photos of you with your new By Chand, I love seeing my customers happy! If you're on Instagram or Facebook then please do share it with me at @by.chand