FAQ
Do you take commissions?
I’m not currently taking on commissions as I raise my two young children. But if you’re really in need of a bespoke Joan jumper, do get in touch.
Shipping- I’m not currently shipping my book to the US and EU due to extra tariffs. My cyanotype prints are printed and shipped by Gelato in the country ordered from, and so orders from the US and EU are being accepted. For more information please head to the Gelato website.
My notebooks are printed and shipped by Lulu.
They produce books at their print facilities across the world, including locations in France, India, Australia, the United Kingdom, Canada, and the United States, and then ship the print products globally.
Their normal production times are 3-5 business days, but your shopping cart will display the estimated production time specific to your order. Delivery times are estimated between 6-28 days depending on where in the world you are. For more information please see here.
If there is a problem with your order, please get in touch within 14 days to studio@amberhards.co.uk and I will do my best to help you as soon as possible.
Terms, Conditions and Privacy
1.
Returns
Please see returns for more information. Commissions, bespoke designs & some made to order pieces are exempt. I do accept cancellations or exchanges in some cases- please contact me if you have problems with your order as soon as possible.
- If you receive an item via my studio that you believe to be faulty, you must report the fault including a photo within 7 working days to studio@amberhards.co.uk . I reserve the right to refuse a refund on any items that I do not deem to be faulty.
The following items cannot be returned or exchanged. Because of the nature of these items, unless they arrive to you damaged or defective, I cannot accept returns for:
- Custom, bespoke or personalised orders/commissions.
- Online workshops, machine knitting patterns
- Cyanotype print artworks.
We currently do not support returns for cyanotype prints because the products you order are printed and made specifically for each order.
Defective or Damaged Products
If you receive defective or damaged orders that were not caused by the content provided by you, Gelato will cover the costs of a new order. This includes:
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Damage to the delivered products
-
Errors in the number or quantity of the delivered products
- Lack of quality of the delivered product
If you are not happy with the quality of the print please get in touch within 7 days to studio@amberhards.co.uk so that I can raise a ticket with Gelato, the print company I am using to create the artworks.
In person workshops– the price includes a 50% non refundable deposit. If you need to cancel your space and want to rebook the deposit may be transferrable if a date can be agreed by both parties. If you have cancelled and your space can be filled you will be refunded the full amount. Please get in touch as soon as possible if you need to cancel.
Print orders
If you have any questions about when you can expect orders, commissions or anything else please get in touch with me : studio@amberhards.co.uk
Cyanotype prints are printed to order and shipped by Gelato. They print and ship worldwide in the country that you have ordered from. Their expected shipping times are below:
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Avg. delivery time*
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Economy Shipping
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3-4 days
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Express Shipping
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2-3 days
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Book orders and one of a kind artworks are sent out once a week with a Royal Mail tracked service.
If you have placed an order and would like to change the delivery address, please contact me as soon as possible.
I gladly accept returns on damaged items- if a print arrives in a damaged condition, please contact me within 14 days of delivery with images of the damage. Gelato print (the company that handles the printing and dispatching of the printed artworks) provides this information: “Providing clear pictures of the damaged item and packaging helps us expedite the process of sending a replacement order. This information is crucial for our internal reporting and helps us investigate the issue with our print and logistics partners to prevent similar incidents in the future.”
I do accept cancellations or exchanges in some cases- please contact me if you have problems with your order as soon as possible.
- If you receive an item via my studio that you believe to be faulty, you must report the fault including a photo within 7 working days to studio@amberhards.co.uk . I reserve the right to refuse a refund on any items that I do not deem to be faulty.
The following items cannot be returned or exchanged. Because of the nature of these items, unless they arrive to you damaged or defective, I cannot accept returns for:
- Custom or personalised orders/commissions.
- Made to order pieces
- Online workshops
- Digital patterns
UK
I send all my products out via Royal Mail ‘Tracked’ First Class, a service that you can track, and normally takes 1-3 days.
WORLDWIDE
Printed artworks are printed and dispatched by Gelato in the country that the order is made. Notebooks are printed and dispatched by Lulu in or as near to the country the order is made. I won’t be shipping one of a kind artworks to the USA and EU due to new regulations. Any customs charges or duties to be paid are the responsibility of the customer.
Returns
If you receive an item via my studio that you believe to be faulty, you must report the fault including a photo within 7 working days to studio@amberhards.co.uk . I reserve the right to refuse a refund on any items that I do not deem to be faulty.
The following items cannot be returned or exchanged. Because of the nature of these items, unless they arrive to you damaged or defective, I cannot accept returns for:
- Custom, bespoke or personalised orders/commissions.
- Online workshops, machine knitting patterns
- Cyanotype print artworks.
We currently do not support returns for cyanotype prints because the products you order are printed and made specifically for each order.
Defective or Damaged Products
If you receive defective or damaged print orders that were not caused by the content provided by you, Gelato will cover the costs of a new order. This includes:
-
Damage to the delivered products
-
Errors in the number or quantity of the delivered products
- Lack of quality of the delivered product
If you are not happy with the quality of the print please get in touch within 7 days to studio@amberhards.co.uk with images and a description of the problem so that I can raise a ticket with Gelato, the print company I am using to create the artworks.
Your refund will be made by Paypal, or in the same method used for the purchase.
Please note: You are responsible for the postage costs of returned or exchanged items to me. Please only send items via a tracked method of delivery that requires a signature on arrival, as it is considered your property until it arrives with me, and I am not liable to refund or exchange it.
Once I have received the item and checked that it is in a re-saleable condition, I will refund or exchange the item.
I aim to process all returns within 48 hours of reaching me and will email or write to confirm when this has been done. I am not responsible for any charges that may occur from Paypal or your bank when receiving payments.
You will be billed for postage of any exchange items, before the item is sent.
Order Changes and Cancellations with Prints
We highly recommend thoroughly reviewing all order details, including files and shipping information, before proceeding to checkout to prevent any errors. However, if a mistake is identified in the file or address, or if an order needs to be canceled for other reasons, it is possible to do so only if the order has not been sent for printing.
Once an order’s status progresses beyond “Passed” (meaning it has been marked as “Printed” or “Shipped”), modifications or cancellations are no longer feasible. The order will proceed to be printed as initially placed.
Please note that once the order reaches the “In Production” (after “Passed” but before “Printed”) status, you can still cancel, but you will only receive a refund for the shipping cost.
Understanding Customs Fees- Gelato Print
We (Gelato print) strive to fulfill orders locally whenever possible, leveraging our extensive network of over 140 print partners across 32 countries. This expansive reach enables us to offer local production in more than 200 countries worldwide.
While we (Gelato print) prioritize local fulfillment, certain products or delivery locations may necessitate international shipping. To determine if a product is fulfilled locally, you can find country-specific information on the product page within our catalog: an indication of the countries where a product is fulfilled locally.
For print orders shipped within the European Union, Switzerland, UK, Norway, US, CA, AU/NZ, or Singapore, we guarantee delivery with DDP (Delivered Duty Paid). This means no additional customs fees will be incurred.
All customs and duties incurred are the responsibility of the customer.
2.Collection of information and Privacy: How we use the information you provide
When you purchase something from our online store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. We use the information we collect to supply our services to you (for example, we will use your address to be able to fulfil your order). We may also use your contact details to communicate with you if there is a problem with the order. We will only send you promotional information in emails if you have opted in to your newsletter.
3. Subscribers If you subscribe to our online newsletters or enquiry forms we will collect your e-mail address and details in order to deliver the requested information to you.
4. Disclosure of your information All information we have about you is kept for Amber Hards knitwear use only as described in this policy and is never passed on to any other company, organisation or individual. All information is kept on the WordPress server and we have passwords to access it- we do not export it to any other system.
We do not store credit card details nor do we share customer details with any 3rd parties.
5. Children We do not allow persons who we know to be 13 or younger to become registered with Amber Hards and do not therefore knowingly solicit personal information from persons aged 13 or younger.
6. Cookies
If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
7. General Your personal information will be held and used by us in accordance with UK data protection legislation. You have a right to access the personal information that is held about you. To obtain a copy of the personal information Amber Hards holds about you please email us studio@amberhards.co.uk.
If you have any queries about this privacy policy, please contact us on +44 (0)7976983119.
By ordering any item on the Amber Hards website or by email you agree to the above terms and conditions.
8. Klarna : In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.
If you would like to return your order and have paid with Klarna, the same conditions apply as with any other payment method. Please contact me within 7 days of receiving your purchase & follow the procedure listed below. Requests after this time may not be accepted for a refund.
9. Shipping customs duties and taxes