Frequently Asked Questions

How long will it take for my order to ship?

Our bows are made to order so it can take anywhere from 4-7 working days for your order to be ready to ship. If you need your items quickly then please contact us by email prior to placing your order. Please also note that our processing times can change during busy periods.

You will receive a confirmation email when your order has been completed and dispatched. Please be aware that international orders can take up to 4 weeks to arrive. Note that you are responsible for any customs or import taxes that may apply on orders placed outside the EU. We cannot be responsible for delays due to customs.

 

Returns & Refunds

We hope that you love your bows but if you would like to return an item then please contact us within 14 days of receiving them. Returns must be sent within 30 days of delivery. Please make sure your items are securely packaged. Orders are returned at your own cost and we recommend that you use a secure tracked postal method and obtain a certificate of postage as we cannot be responsible for lost or damaged parcels. Only items received in perfect unused condition and in their original packaging, will be refunded. We are unfortunately not able to refund any delivery charges. Items marked ‘sale’ cannot be exchanged or returned. Refunds will be credited to the original method of payment. For international returns, customers are responsible for all duties or taxes on shipping and returns.

 

Safety

Our bows are not suitable for children under three years of age due to small parts / choking hazard. Unfortunately, we are therefore unable to advise regarding suitable bows for babies or under threes.

 

Fixings & Finishing

Single bows will be made  to be worn on the right side of the head. If you would like the clip positioned to be worn on the left hand side then please add a note to your order.

Please note that the pattern placement on our fabrics may vary slightly on any particular bow and so may look different to the bow on our product pages

 

Contact Us

Please send all enquiries to matildaandgrace@hotmail.com

Mailing address:-

Matilda & Grace Waterstock | Oxfordshire | OX331JT