PROCESSING TIME

All items in our shop are made to order. This means that we require some time to make each item, when the order is received. 

Typical Processing Times

We handcrafts all cake topper and decor. Oftentimes, orders process faster than the indicated times, but we can’t guarantee a faster processing time. Please see below for specific processing times for each product type*. 

-Cake Toppers: 1-3 business days
-Table numbers & other decor: 1-3 business days
-Alternative guestbooks: 1-5 business days

*Please note that the following processing times do not include the shipping time. Please see the shipping section for the estimated shipping timelines. Processing times may vary for custom order, depending on how fast the digital artwork is approved by the customer.

During spring and summer (pre-wedding season), orders may take an extra time to process, depending on how many orders we are trying to process at that moment. We will do our best to fulfill every order within a reasonable timeline and in order of sequence, without compromising the quality of the products.

Processing Custom Items

Custom orders may take slightly longer to create, since we have to design, send out the digital artwork, and wait for approval before production. Proofs of the digital artwork will be sent via email in 24-48 hours after the item is purchased. 

To stay within processing times, we will proceed with production within 24 hours of the proof being sent, even if there is no reply to the email.

Once the design is approved, or after 24 of the proof being sent, we are unable to change or cancel the order.

Due to very high demand for our custom pieces we are unable to modify the artwork or send multiple proofs. Our designs are meticulously crafted and include all special requests. If you wanted to consider a different design, we are able to do so at an additional cost.

Processing Non-Custom Orders

Items that are non-custom are made quicker than custom decor. If you wanted to request a customization to anon-custom item, we would be more than happy to do so. Please contact us prior to purchasing since designing fees may be applicable. 

Rushed Orders

If items are required very quickly, please contact us before purchasing. Rush fee and shipping upgrades may be applicable. We will try our best to fulfill your order as fast as we can.

HANDMADE DISCLAIMER

The products you receive might vary slightly from the product picture due to the nature of your products being 100% handmade to order. Every single piece is handmade with the same love and care as if it were my own fairytale wedding.

Your products can be damaged if:

-Bent
-Exposed to water
-Left out of the provided box or packaging
-Not handled properly

CARING FOR YOUR NEW ITEMS

Please make sure to follow these instructions on how to properly care for your new items.

Caring for your new decor:
-Store in provided packaging until needed. This will avoid accidental damage and dust collection.
-Do not bend the decor or mishandle as it is delicate and may result in breaking or tearing of the decor.

Caring for your new Cake Topper:
-Keep the cake topper in the original packaging until it is ready for use. This will avoid accidental damage and dust collection on the item.

-Although our bare wood and acrylic cake toppers are non-toxic, and our painted toppers are sealed with a non-toxic and hypoallergenic sealant, we recommend wrapping the stick of your topper with saran wrap prior to inserting into the cake to ensure safety and keep your topper in pristine condition. When removing the cake topper, make sure to also remove the saran wrap, as it may be left behind.

CUSTOM ORDERS

We’d be more than happy to design something that is unique. Please do not hesitate to ask if I can customize something for you.

Please note that custom orders can have a lengthier processing time since we have to design, send out digital proofs (if needed), assemble, and test each custom piece to make sure it meets our high standards. If it does not meet our standards, then we restart this process. Ask us for details when submitting your inquiry.

We do not offer partial refunds for “unsatisfactory results” due to the customizations, requests or changes agreed to. I do send digital proofs to avoid this.

If digital proofs have been sent, and you are not satisfied with the results, I can try designing the item once more. If a refund is desired after the second try, we will only be able to refund you 50% of your item total.

SHIPPING

Here are the following transit times and shipping services and couriers we use. Please note that these transit times do not include the processing times (the time required to make the item). To view the processing times click here.

Typical Shipping Times for Cake Toppers, and Table Decor:

USA: Standard Shipping takes 3-5 business days with USPS (with tracking#), express takes 1-3 business days with DHL (with tracking #).
Canada: Standard shipping takes 4-14 business days with Canada Post (no tracking #), express takes 1-4 business days with Canada Post (with tracking #).
International: Standard shipping takes 7-22 days with the Nations Postal Service (with tracking #), express takes 1-3 business days with DHL (with tracking #).

Typical Shipping Times for Cake Toppers, and Table Decor:

USA: Standard Shipping takes 3-9 business days with USPS (with tracking#), express takes 1-3 business days with DHL (with tracking #).
Canada: Standard shipping takes 2-8 business days with Canada Post (with tracking #), express takes 1-2 business days with Canada Post (with tracking #).
International: Standard shipping takes 7-22 days with the Nations Postal Service (with tracking #), express takes 1-3 business days with DHL (with tracking #).​

Brokerage Fees and other shipping Fees

Thistle and Lace is not responsible for duty or brokerage fees for USA and international shipping, therefore, it is the customer’s responsibility to pay these fees. These import taxes come from your country. If you are unsure weather this applies to you, please contact us.

Shipping Upgrades
Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still require the amount of time, as stated above, to be handmade.

Cost Calculations
We do our best to apply fair shipping costs to each order. Shipping costs are calculated automatically during checkout.


RETURNS

Non-custom items may be returned or exchanged within 30 days after receiving the package. All returned merchandise will be refunded in the original form of payment. After the 30 day period, unfortunately, we cannot offer you a refund or exchange.

on-returnable and non-refundable items:
-Personalized Items
-Custom Items
-Gift Cards
-Used Items
-Sale Items

There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a refund credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Thistle and Lace is not responsible for the following costs and are non-refundable:
-Initial Shipping Costs
-Return Shipping Costs
-Duty/Custom Fees for Initial Shipments
-Duty/Custom Fees for Return or Exchange Shipments

Any incurred fees or damages will be deducted from the refund total.

Late or Missing Refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take up to thirty (30) business days before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at julie@thistleandlace.ca

Sale Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges
We only replace items if they are defective or damaged. We will gladly exchange unused items, however, you will be responsible for the cost of shipping the items back to us and for the shipping of the new items. If you need to exchange it for the same item, send us an email at julie@thistleandlace.ca and see the instructions below.

Shipping For Returns or Exchanges
You will be responsible for the shipping costs to return your item. The initial shipping costs are non-refundable.

To complete your return please make sure to read and follow the instructions below:

1) Secure all items in the original packaging to avoid damage to the products that you are returning.

Any damage cost will be deducted from the item total.

2) Ship the parcel back using USPS (if you’re in US), Canada Post (if you’re in Canada), or your local post office (if you’re at an international destination). Do not use a courier such as UPS, DHL, FedEx, Purolator, etc, as these couriers are quite expensive and will cost you more money.

Thistle and Lace is not responsible not for the return cost of the items or the initial shipping cost.

3) Put a monetary value of $25 for the parcel. If the amount is too high, then there’s the risk of having to pay duty fees.

Thistle and Lace is not responsible for duty fees. If any duty fees arise, the cost will be deducted from the refund total.

4) Please ship the parcel to the following address:

Thistle and Lace Designs Inc.
PO Box 45086
Langley Crossing
Langley, BC, V2Y 0C9
Canada

5) Send us the tracking number so that we know when to expect it.

6) A refund of the item total will be given once the parcel has been received and items have been inspected.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping back a parcel, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


EMAIL COMMUNICATIONS

We promise not to bother you, but we would absolutely LOVE to hear your feedback in regards to our lovely products. By agreeing to our terms and conditions, you agree to receive email communications about Thistle and Lace products. The emai lwill be sent by “Customer Reviews” and their full terms and coditions can be found here.