Help
Delivery and Returns
Last updated: 10 November 2026
Making time
Each product page shows how long that piece takes to make or dispatch. Print totes usually take 5 to 7 working days. Canvas and framed wall art is in stock and is posted within 1 to 2 working days. Embroidered hoops are made to order and usually take 2 to 3 weeks. Personalised and embroidered pieces, such as pet portraits, take longer because every one is stitched by hand to your design, usually 2 to 3 weeks depending on how detailed it is. Once your piece is ready, we post it within 1 to 2 working days, and the delivery times below start from then.
UK delivery
We post with tracked Royal Mail and you choose the speed at checkout:
- UK standard: 2 to 5 working days after dispatch, £3.95. Free on orders over £40.
- UK express: 1 to 2 working days after dispatch, £5.95.
- International: 7 to 14 working days after dispatch, from £14.95. Our online checkout is for UK addresses, so message us to order from abroad and we will send you a secure payment link.
You will get tracking by email once your order is on its way.
International orders
We are happy to post to most countries. Message us with your country and we will confirm the delivery cost and send you a secure payment link. Delivery times can vary with the destination, local postal services, customs checks and public holidays.
Orders sent outside the UK may have customs duties, import taxes or handling fees added by the destination country. These are paid by the customer, so please check the rules for your country before ordering.
Check your address
Please check your delivery address carefully before you pay. If you spot a mistake, email us straight away and we will do our best to change it, but we cannot change an address once the order has been posted.
Changed your mind?
For most items you can cancel within 14 days of receiving your order without giving a reason. This includes our standard made to order bags and wall art. Email signaturemark97@gmail.com to let us know, then send the item back within 14 days of telling us. We will reply with the address to post it to.
You can handle the item as you would in a shop to see if you like it. If it has been handled more than that, we may reduce your refund to reflect that.
Unless the item is faulty or not as described, you pay the cost of posting it back. We will refund the price and the original standard delivery charge within 14 days of getting the item back (or proof you have posted it), using your original payment method.
Personalised items
Items made to your own specification or clearly personalised for you, such as initial totes, personalised hoops, pet portraits, made to measure pet harnesses and clothing made to your measurements, cannot be returned just because you changed your mind. This does not affect your rights if the item is faulty, damaged or not what you ordered.
Cancellation form
You can simply email us, or copy this wording if you prefer:
To Signature Mark, 71 to 75 Shelton Street, Covent Garden, London WC2H 9JQ, signaturemark97@gmail.com: I hereby give notice that I cancel my contract for the following goods: [item]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [today].
Faulty, damaged or wrong items
If something arrives faulty, damaged or not as described, email signaturemark97@gmail.com with your order number and a photo. Within 30 days of delivery you can ask for a full refund. After that we will repair or replace it. If a repair or replacement is not possible, takes too long or causes you significant inconvenience, you can have a price reduction or a refund instead (which may be reduced to reflect use after the first 6 months). We cover the cost of returning faulty items.
Returns from outside the UK
If you are outside the UK, please email us before sending anything back and we will explain the return arrangements and any customs paperwork. This does not remove any consumer rights you have under the law of your country.
Lost parcels
If your order has not arrived within the expected time, email us and we will chase it with Royal Mail. Items are our responsibility until they reach you.