Returns

Physical Products

My order has arrived damaged!

I take a lot of care to pack your orders so they will arrive safely.

If something untoward should happen, just let me know straight away and I can replace or refund you as required.  I may require photos of the damage for insurance purposes and so I can prevent the situation occurring again in the future.

I may require the items to be returned to me, but will pay the postage if this is the case.

My order has not yet arrived!

Please allow 14 working days for UK orders. I can file a claim with Royal Mail and you will receive either a replacement or a full refund, which ever you prefer.

Shipping to other countries can take a while. I can not predict this, of course. Just let me know if you think there is a problem.

Can I return items if I change my mind?

Indeed you can.

Contact me within 30 days of receiving your order. Once the items are returned, I will refund or exchange your die cuts, whichever you prefer.

You are responsible for return postage costs. Be sure to pack them well as I can not refund in full if they arrive back damaged. You may prefer to insure or track your parcel.

If you wish to return goods and are outside of the EU, please be sure to mark the parcel as “RETURNED GOODS”. If you don’t then it may be liable to import fees, which will be deducted from your refund.

Digital Products

Can I Return for a Refund?

Due to the nature of digital products, it is not possible to return an item for a refund.  Sorry.

If there is a problem with your digital purchase, please contact me as soon as possible so I can help you.

I don’t know how to use my new digital product!

My clip art, digital papers and collage sheets are all regular image files.  They can be used with most graphics programs, browsers and computers.

If you are having problems, please contact me at elgyfu@tinteddy.com with details of what you are trying to do and what it happening.  Please tell me the type of computer (Windows/Mac/Android etc) that you are using, the software and any other useful information.  I will get back to you as soon as I can.

I can’t unzip my new files!

Most modern computers can open ZIP files without any extra software being required.

• For Mac computers, try double-clicking the folder and the files will be unzipped into the same folder the ZIP was in.
• For Windows computers, try right clicking and choosing “Open” to see the files or “Extract files…” to copy the unzipped files to a new folder.

However, you can use program such as Winzip, Freezip or 7-Zip.

Search online for how to unzip using whatever type of computer/device you are using.

How can I contact you?

You can email me at elgyfu@tinteddy.com

Or use the contact form on the Contact Us page if you prefer.

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