Come see us at our first Craft Fair event at The Golden Lion Pub in Fareham on the 27th June. 12pm-3pm!
I’ve put together the answers to the questions I get asked most often. Hopefully, this saves you a bit of time, and it definitely saves me from answering the same email ten times!
Orders & Personalisation
How do I get my custom order exactly right? Please double check the spelling and details you leave in the order notes! I work strictly from what you write down. If you’re worried about a specific design, feel free to drop me a message before ordering.
Can I change my order after I've paid? Because I usually start prepping materials as soon as I see an order come through (thanks, ADHD brain!), please let me know as soon as humanly possible if you need to change anything. If I haven’t started yet, I’ll do my best to accommodate you!
How long does it take for you to make my item? I aim for 3–5 business days, though I’m often quicker than that! Personalised items especially those that I use vinyl on, please be aware after they are made I like to leave them for 24hrs to cure. If you need something for a specific "deadline" date, please reach out before you order so I can see if my body and my schedule can handle it!
The "Where’s My Stuff?" Department
I haven't received my order yet, what do I do? Since I ship everything with tracking, your first stop should be the tracking link in your shipping confirmation email. If that doesn't clear things up, send me a message with your order number. I’ll look into it as soon as I’m having a "good" day I promise I haven't forgotten about you!
My item arrived and it's slightly different from the photo, is it broken? Not at all! Because I’m a human and not a machine, no two pieces are 100% identical. That’s the "handmade magic" it means you have a one of a kind piece, just for you.
The "Behind the Scenes" Stuff
Will my order be on your TikTok? Probably! It’s how I share my passion. If you don’t want your order filmed, just leave a note at checkout. If it’s a surprise gift, tell me the date you need it kept secret until, and I’ll put it in my "to post later" pile.
Why do you track everything? Simply put: it keeps us both sane. I want to make sure your handmade goodie actually gets to you, and tracking is the best way to prove it’s on its way.
The "Can You Make This?" Department
Do you take custom commissions? I love a challenge! If you have an idea that isn't on my shop, drop me a message. Just keep in mind that I have to work around my health, so if I’m having a flare up, it might take me a little longer to get back to you or to complete the work.
I have a specific allergy or request can you help? Please, please let me know before you order! I want your item to be perfect, and knowing about any specific requirements (like if you're sensitive to certain materials) helps me plan the best way to make your item safely and beautifully.
Getting in Touch & My Routine
What’s the best way to contact you? The best way to get me is via the contact page, but you can also find me on Facebook, Instagram, or TikTok at Pinecone and Robin (please see social page for links) I try to get back to everyone as quickly as I can, but please remember I’m a one woman band managing health conditions, so I appreciate your patience if it takes me a little while to hit "reply."
What are your working hours? Truth be told, I’m not glued to a desk 24/7! I generally check emails and socials daily, but my reply times are usually from 12pm onwards. If I’m on my phone in the evening and a message pops up, I might reply then, too! Because my brain often gets hyper focused on a project, I might not reply immediately, but rest assured I’ll get back to you within 2 days.
What happens if you're away? If I’m on holiday or visiting family down south, you can still place orders and send messages, but please note that I won't be crafting until I'm back home. I’m usually still checking messages and posting on socials while I'm away, but if I’m going to be completely off grid or away from the workshop for a while, I’ll always pop a note on my socials and the website’s main page so you aren't left wondering!
About You & The Business
Why is your shop called Pinecone and Robin? You can read all about my forest walks with my Dad, my love for Christmas, and the special meaning behind the name over on my About page!
Are you a big company? Nope! It’s just me, my imagination, and a lot of craft supplies. I pour my heart into every piece, so please be patient if I’m having a "slow" day I promise your order is worth the wait!
Can I return an item? As per my policy, I don’t accept returns on personalised items. For non-personalised items or damaged goods, check my Shipping & Returns page for the details.
