Frequently asked questions
Is it possible to rush delivery?
All items are sent out with Royal Mail using second class delivery (with the exception of items over £100) and dispatch times are a maximum of 4 working days. If you would like your item any sooner than please do get in touch on imogenmelissa@hotmail.com and I will do my best to get the item to you in time.
My order hasn’t arrived yet, what shall I do?
There have been many delay with the post recently due to the COVID-19 pandemic and the new customs procedures. Orders are taking much longer to arrive than they should, please be patient with Royal Mail.
UK Orders - Orders sent with Royal Mail are not not deemed lost until 10 working days have passed since the delivery date. Once those 10 days have passed I will either refund you or remake your order.
EU Orders - Orders sent with Royal Mail are not deemed lost until 25 working days from your dispatch date. Once those 25 days have passed I will either refund you or remake your order.
ALL OTHER ORDERS - Orders sent with Royal Mail are not deemed lost until 32 working days from your dispatch date. Once those 32 days have passed I will either refund you or remake your order.
Please get in touch if your order is urgent at imogenmelissa@hotmail.com.
Do you ship to my country?
imogen melissa currently ships to; United Kingdom, United States, Canada, Australia, Sweden, France, Italy, Germany, Spain, Croatia, Norway, Switzerland, Austria, Belgium, Denmark, Finland, Greece, Hungary, Jersey, Netherlands, Portugal, Poland and Turkey. If I don’t ship to your country please do get in touch at imogenmelissa@hotmail.com and we can sort something out.
Ooops I gave you the wrong/an incomplete delivery address!
In the event of this you must contact me immediately, before the item is dispatched. I won't be able to refund you or your order if it gets lost. Hopefully the item will be returned to me, and then I will offer to refund your order (minus postage) or ask you to pay postage again to send it out a second time with an updated address.
Ooops my order has arrived damaged/faulty!
Contact imogenmelissa@hotmail.com as soon as possible with a clear photo of the issue so I can appropriately address it for you. If I am not contacted within 14 days of delivery, I am unable to take responsibility for the damage. Although I take care to package goods appropriately, accidents can happen during transit, and I will do my best to resolve any issues for you.
Do you have options on your website for sending a gift to a friend/family?
Or course! I have the option at checkout to add a gift message to your order. As well as this, if you're looking to buy an embroidered card for a loved one, I can also write a message into your card for you and send them straight to your loved ones on your behalf. Simply send me an email at imogenmelissa@hotmail.com to discuss this.
Do you always restock items?
Usually yes, but some of the bigger items not always! If you are after something which has sold out please get in touch with me at imogenmelissa@hotmail.com.
Do you offer discounts?
I don't often run discounts (I like to keep them as a treat!) but when I do, it’s always announced on Instagram so be sure to follow me at @imogenmelissa_embroidery.
Are you able to donate a product to our raffle/charity/good cause?
I love to support what I can and it’s always worth popping me an email at imogenmelissa@hotmail.com to see what I can do to help!
Still have questions?
I am happy to help! Don't hesitate to get in touch with me at imogenmelissa@hotmail.com