Frequently Asked Questions 

 

Where is my order?

Due to the current COVID-19 pandemic orders may take longer than the estimated delivery date to arrive. UK orders can take a minimum of up to 3 weeks and International orders can take up to a minimum of 8 weeks but can take longer due to new customs regulations due to Brexit. Please be mindful of this when you place an order - once an order is marked as dispatched it is out of my control how long it may take for it to arrive to you. If you’re worried your order may have gone missing please drop me an email on hannahshausofhorror@gmail.com.

 

Do you offer commissions?

Yes I do offer commissions depending on how busy I am each month. Commission slots are available on a first come first serve basis once I have announced slots available for the month. If you’d be interested in a commissioned piece please email me with details of what you would like and we can discuss a quote price.

 

My order hasn’t arrived / I’m not happy with my order. What can you do?

Please ensure you have waited the recommended time from your dispatch date for your order to arrive before deeming the order lost. UK orders can take 1-3 weeks to arrive from dispatch, and International orders can take up to 8 weeks from dispatch.

We will not issue any replacement orders until the recommended time from dispatch has passed.

If you are unhappy with your order please contact me to discuss your concerns. If you feel the quality of the print is insufficient or you’ve been sent an incorrect item, just let me know and I’ll be happy to resolve it for you.

Refunds are only given in cases where the order is damaged or lost in transit. 30 days from the date of dispatch is the longest timescale we allow for reporting lost or damaged items.  

 

Can I send my order as a gift directly to someone else?

Yes that’s absolutely fine - we can send prints that are marked as gifts directly to recipients for Christmas, birthdays etc.

I’m happy to include any gift notes or a ‘do not open til __* sticker on orders - if this is something you’d like just drop me a message so I know to include it.

 

I ordered something for a holiday (Christmas, Valentine's Day etc.) but it didn't arrive in time, can I refund it?

We will only accept refunds for items that are damaged or lost in transit. We ship all holiday specific orders in plenty of time to the deadline date - we are not responsible for orders that are delayed due to postal issues such as customs delays, etc.

Please remember we are still living in strange times - COVID has affected the postal services since the beginning of the pandemic and there are still ongoing issues with understaffing due to COVID etc. which can cause postal delays out of our control.

 

My order is taking a while to arrive, can you track it?

Unless you purchased tracking when checking out, then we're unable to track your order once it has been dropped to the post office for shipping.

For standard delivery we ship all UK orders 2nd Class and all International Orders as Standard International. Once we have dropped all standard posted orders to the post office it's impossible for us to track them. Please be aware of this before selecting your preferred delivery method at the checkout. For more information please see our Dispatch and Shipping Policies page.