FREQUENTLY ASKED ???

🌴WHERE ARE BANCROFT GARMENTS + JEWELLERY  MADE??

🌴Bancroft products are produced in London, in-house.

🌴DO I NEED A CLIENT ACCOUNT TO PURCHASE AN ORDER??

Yes....coz the benefits are sooo good. With a Client Account it's easy breezy to pay invoices,  track your orders, reorder, request a VAT invoice and request returns.

Via email- we will let you know when your order has been received and dispatched.

We respect your privacy and will not share your information with third party sites or groups. That's a pinky promise. You can delete your account at any time. After deleting your account ,you will still receive shop news from us. However, you can opt out of receiving those email updates at any time.

🌴HOW WILL MY ORDER BE PACKAGED? 

Our Items are handmade, made - to - order. Which means we do not carry inventory in the studio. and your order will be a pre-order. Once payment has cleared, it will be dispatched for shipping within 20 business days from the date of your order.....because beautiful things take time :) .

Sooo. Hun, for all orders, please allow a further 5 working days to receive your order before contacting us.

Garments are packaged in a gift box, for your delight! Shipped in a parcel box. Multiple items in one order may be shipped separately to stay within the cost of shipping.

Jewellery are affixed to a card backing, packed in a  sexy gift box for your delight! 

Wall Art are packed in acid free cello sleeve, in a flat rigid mailer, sandwiched between stiff card. Large Wall Art are gently rolled , packed in a rigid tube.

Digital products are ready to download for your enjoyment- immediately.

Physical orders are dispatched once a week.

🌴 DO YOU USE RECYCLABLE PACKAGING?

Yes! Currently about 90% of our packaging is recyclable. We are working on partnering with packaging suppliers that can help us bringing that number to 100% as soon as possible.

🌴 DO GIFT CARDS EXPIRE? 

We offer gift cards that will, and gift cards that don't. Time sensitive gift cards will expire and must be redeemed before the expiration date. The expiry date is visible on the gift card its self, and also stated within the instructions of use. Gift cards have no cash value, they can not be redeemed for cash. 

Gift cards with or without an expiry date, must be used during the years of our business trading. They can not be redeemed for cash if we unfortunately decide to end the business. If this were to occur, we will of course give you ample notice, and time to redeem gift cards on products from the online store.

🌴 I'VE MISPLACED MY GIFT CARD WHAT SHOULD I DO?

Don't worry. We follow your purchase of a gift card, with an email to your inbox. This will include the gift card code, instructions and expiry date if applicable. If you can't locate that email, contact us here, we'll give you instructions on what to do so we can verify your purchase.


🌴HOW MUCH IS SHIPPING, AND DO YOU SHIP WORLDWIDE?

Yassss we ship worldwide baby!!!

Complimentary shipping on first time UK domestic orders.

Domestic, Europe + International will receive complimentary shipping on orders over £585. This is automatically calculated and applied   at checkout.

We use Royal Mail. All shipping costs include tracking and a signature upon delivery. Delivery times for First class is approx 1-3 days

UK DOMESTIC:

Our Standard shipping: from £4.42 + VAT

Express delivery (Next Day) £8.99 + VAT

EUROPE: 9.00 + VAT

INTERNATIONAL: £13.00 + VAT

 🌴CAN YOU SEND MY ORDER TO A PO BOX?

No hun, afraid we can't.

🌴CAN YOU SEND MY ORDER TO A DIFFERENT ADDRESS TO MY BILLING ADDRESS? 

Yes. At checkout, be sure to enter the correct billing address if different. If you want to return the item, the shipping 'from' address needs to be the original address we shipped your item to.

🌴CAN YOU RUSH MY ORDER?  

NEXT DAY DELIVERY is available for UK Domestic only. Once we have completed your made-to-order item, it will be shipped Special Next Day delivery, tracked. If you absolutely need something made in a rush, before you make a purchase- drop us an email - we will see what we can do for you.

🌴WILL COVID 19 AFFECT WHEN I CAN EXPECT MY ORDER??

***Due to Covid 19 delivery times can not be guaranteed. Please allow an extra 7 days for your item to be delivered. Thanks for being kool.

🌴AM I BEING CHARGED VAT??

Yup. All physical + digital items and shipping prices are charged VAT at a rate of 20%.

Orders are calculated at check out. However, within the product description, we will give you an approximate indication of the final price inclusive of the VAT rate.  

In the footer of the website you'll find our VAT registration No.

🌴WHAT IS THE RETURN POLICY?

NO FUSS RETURNS!
For online orders: If you are unhappy with your purchase, you have within 14 days (from delivery date) to return an item in the same condition as when it was received - in its original packaging, new , in saleable state, with tags, unworn- for a full refund or shop credit. Please allow 14 days for a refund to be processed once we are in receipt of your item.

Digital products- refunds are not applicable do to the nature of these items.

🌴HOW DO I REQUEST A REFUND?

To submit a refund request on a product, you'll need to E-mail us. Or submit a request from your client account. You can do that right here.

 

PLEASE NOTE- Entity; Shantell Bancroft, cannot accept any jewellery , clothing, accessories that has been worn due to hygiene, used, altered, or damaged. We can not accept paper goods that have been used, altered, or damaged. We reserve the right to determine if a piece of jewellery/ garment / paper goods has signs of wear & tear and or damage.

Items purchased between November 27th - December 25th can be returned up until January 16th of the following year. 

Shipping charges are not refundable unless item is defected.

🌴WHAT PAYMENT METHODS CAN I USE? 

We happily accept payments made by Visa, credit card, Debit Card.

 

DO YOU HAVE PETS, OR DO YOU SMOKE WHERE YOU MAKE ITEMS?

The Shantell Bancroft Studio is a pet free , smoke-free environment!

HOW DO I CARE FOR MY EARRINGS?

Every order comes with a jewellery care card. You'll find it in inside the gift box :)

CAN YOU REPAIR CLOTHING / JEWELLERY?

Repairs will be made on products that suffer from manufacturers defects within one year of purchase. And will be fixed free of charge with 🌴Bancroft compliments. Repairs due to customer wear or damage will be charged a £50 repair fee plus shipping. This includes refinishing of jewellery, seams on garments. Please contact us via email. This is the only way to begin the process. 

We recommend that you package the item securely and ship it via tracked insured mail and require a signature for delivery. Detailed repair information will be sent to you prior to any work on jewellery / garment begins -  though we reserve the right to determine what appears to be normal wear and tear versus user damage. After one year, all repairs are subject to a fee.

Again, please contact us directly for details.