POLICIES & FAQ
Shipping Information
Shipping Info
All our orders are shipped via Royal Mail and Evri and have a tracking number. Orders are normally shipped out within 1-5 business days from when the order was placed. Orders are shipped Monday-Friday. Shipping prices are calculated during checkout depending on the order weight and your location. Please double check your shipping address via your order confirmation because we are NOT responsible for packages that go lost, missing, or are delivered to the wrong address.
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What's my tracking number?
You should receive a shipping confirmation email with tracking info once your order has been shipped! Please wait 1-3 days (UK) for your tracking information to update or 5-7 days elsewhere. Shipping notification emails should send automatically after your order has been shipped but sometimes they mysteriously don't! If it's been 7+ days since your order has been placed and you don't receive a shipping notification, feel free to contact us so we can get you your tracking info or give you an update on your order!
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International Shipping
All international orders are shipped via Royal Mail and are handed off to your local postal company once outside the UK. Shipping prices are calculated during the checkout process and are based on quantity purchased, weight, and your location. We cannot control how much Royal Mail charges for shipping unfortunately!
Customs and import duties may be applied to orders when your shipment reaches its destination. Indigo Child not responsible for these fees. If your package has been marked as delivered and you did not receive it, often times it is being held at your local post office for you to pay customs fees.
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Help! My package is lost!
Whether your order is missing in transit or has been marked as delivered (and you didn't receive it) reach out to delivery providers, (Royal Mail, Evri etc), concerning your order. We highly recommend doing this as soon as possible. We do what we can to help locate missing packages, however the information you see on your tracking is the same information we have access to. If your package has gone missing in transit or has been marked as delivered, we are not responsible for the missing mail. Often times packages are stolen, picked up by others by mistake, put in your neighbor's mailbox, etc! We are not responsible for this, unfortunately! If your package was marked as delivered but you don't have it we recommend the following:
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1. Waiting up to a week to see if it gets delivered. Often times postal workers mark something as delivered because they forgot to drop it off when they were at your stop. If this is the case, it'll likely be delivered within a few business days!
2. Ask your neighbors! Often times package are misdelivered! Especially if you live in an apartment complex!
3. Pop by the post office to see if they're holding it. Sometimes they forget to leave pick-up notices!
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Returns
UK Returns / International Returns
Can I get a refund on my order?
All our items are made-to-order and completely unique! Because of this unfortunately, we do not offer refunds if you've changed your mind on a purchase or are unhappy with your items.
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What if I have a faulty item?
Sometimes orders are mis-packed or items that aren't so perfect slip through the QC process - it unfortunately happens sometimes! Should you have a problem with your order, please contact us at indigochilduk1@gmail.com explaining the issue and we'll help resolve it ASAP!
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My address is wrong!
Double check your order confirmation email! We can change anything about an order BEFORE it ships. Just email us ASAP when you notice the address is wrong! We check emails before we process orders.
If you provided us with the wrong address and your package has already shipped, we unfortunately can't do anything to help in this situation. We are not responsible for what happens to orders that are shipped to the wrong address when the provided address is incorrect. If the order is returned to us (they often are!), we will re-ship it to you when it gets back to us so keep an eye on that tracking information!
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Product Related:
When will you be doing a restock/drop?
We aim to do an item drop once a month, but it could sometimes be longer as all items are made by one person, me! We may restock certain items once in a while, but get in quick as it may not be available again!
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How do I care for my items?
All our crochet and knitted clothing is made from 100% Acrylic yarn and needs to be handled with care. Hand or machine wash your items on 30 degrees or below. Air dry or tumble dry your items on a low setting. If bobbles begin to appear, use a de-bobbler or carefully trim the bobbles with scissors (sometimes bobbles can appear on acrylic pieces because of the friction and over-washing). Items such as earrings, cushions, home decor etc are spot clean only.
Who makes my items?
ALL items are handmade by me (Sarah) and can take up to 2-30hours to make depending on the item. Each item is hand-crocheted and hand-knitted, and some are even sewn with lining and foam stabiliser! Please be kind about the pricing as these items take a lot of time to make!
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Where does your yarn come from, and is it vegan / sustainable?
Our items are mainly made with Stylecraft or Paintbox yarn, which is made in the UK and Bulgaria! The yarn that we purchase is 100% vegan and cruelty free!
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Do you have a size guide?
We don't currently have a size guide, but will precisely measure all items that are listed.
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Contact Us​
Have another question? Use the form below!