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FREQUENTLY ASKED QUESTIONS

  • My order hasn’t arrived yet. What should I do?
    If your order is for within the UK, your order should arrive within 2-3 days of me posting it. If you have ordered from outside the UK, delivery times will be longer. Europe delivery times should be about a week but they may be longer depending on customs and any other delays. Everywhere else can be up to 40 days after dispatch. Please understand I have no control over delays. Any delays due to issues such as customs are NOT my fault. I don't work for any postal services and the information I have is the same as the customer. Customers are given a tracking number to track their order and to know where your order is you are able to check that for yourself. Please refrain from contacting me asking for tracking details when these will be clearly in your dispatch email. If you can't find your dispatch conformation email, please check the junk folder of your emails!
  • Custom and personalised orders
    At the moment the flag options you can see for the handpainted keyrings are the only ones I am able to do. If you want a flag that isn't listed, this would be classed as a custom flag option. You can put custom flags on all my other products. Please just make sure you send me a link to the flag or a picture of it via webchat so I know what it looks like.
  • How long do orders take to be dispatched?
    My dispatch times are subject to change depending on how many orders I have to complete. I aim to despatch orders within a fortnight of you ordering, however, sometimes this may be longer. If there is a longer dispatch time, it will be displayed on a banner on my website and also on the checkout page.
  • There is an error with my order
    As my items are personalised, I have a strict no refund/return policy. If there is a mistake and it is my fault e.g spelling error, then I will of course replace it. However, if the error is not my fault then I cannot be held responsible. Please ensure you double check your order before purchasing.
  • Can I change my order?
    Where possible I will try to apply any changes. However, if I am unable to do this because I have made your order/part made your order then I will be unable to do so. I try my very best to fulfill any changes where I can but sometimes it just isn't possible. I cannot remake an order and change it after I have already made something, as that would cost me in stock and time. It is the responsibility of the customer to double check everything is correct when they order e.g. choosing the correct personalisation. Please also make sure that any spellings/names/addresses are correct before placing an order as I may not be able to rectify these.
  • Can I cancel my order?
    Cancellations are NOT accepted. Once an order has been placed there is no option to cancel it.
  • Can you make my order on tiktok?
    Unfortunately I can't fulfill requests for everyone that asks. My tiktok content tends to be mainly for flags I haven't done before or to share stories that my customers have shared with me. I have to vary my content and I also have to prioritise getting my orders out as soon as I can, which means I don't have the time to film lots.
  • My order is faulty/damaged
    Before dispatching orders, my products are thoroughly checked to make sure they are sent out in good condition. Unfortunately sometimes items can get damaged during transit through no fault of mine. If you receive one of my products and your item is faulty/damaged/broken you MUST contact me within 24 hours of receiving it, along with proof of damage as well as pictures of the packaging. Pictures of proof of damage are really important - so please do not forgot to do them. I then have to make a claim for any items that do get damaged during transit with royal mail. Sometimes it can take a while to hear back from them but as soon as I do, I will be in contact. PLEASE NOTE Once an item has been received and is in your care, YOU are responsible for looking after the item. For items like tote bags, water bottles and tumblers you will receive a care card with how to look after what you have ordered - which must be followed. If an item isn't looked after in the way it is supposed to be looked after, I am not responsible for any damage. I am also not held responsible for any damage or loss that may occur once the item has been delivered and is delivered in a condition with NO faults.
  • How long will my order take to get to me after dispatch?
    Depending on where a customer lives will have an impact on how long it takes. For international orders to places such as Australia, it can sometimes take up to a month or more to get to the customer. Postage time is also dependant on things such as the pandemic, staff shortages, customs delays, seasonal times of the year etc. If you wish to keep an eye on where your order is then tracked shipping is highly recommended.
  • I want a flag on my keyring that you don't have as an option. Can I request it?
    I have so many options available to be put on my Original LGBTQ+ keyrings and I am always adding new ones every now and again. The list of flags that you see for the hand painted keyrings are the current options I do. I DO NOT take requests for custom options for these keyrings. However, for my heart flag keyrings, tumblers, water bottles, tote bags, badges and phone grips, you can have complete free reign as to what you would like, within reason. All I ask is if you do want a flag that I don't offer on my other products, that a picture or a link is sent to me via my webchat so I am clear on the correct flag. Failure to do so could delay your order being finished or done correctly with the correct flags. Please also note that it is necessary to message before ordering, as I cannot guarantee doing a custom flag. If I don't feel comfortable with doing a particular flag I have the right to refuse to do so within reason.
  • My order was returned to sender. What do I need to do?
    Unfortunately if your address was incorrect/invalid or incomplete then order may get returned to me. Due to my products being personalised, I am unable to resell my products so no refund can be offered. If a package is returned to me, I will message the customer right away after double checking the address given at checkout was what was written on the postage label. If it is the same and the error was not mine, then unfortunately to get the package sent back out, I will need another payment for reposting.
  • I lost my badge/keyring. Can I get a replacement?
    EmKayCrafts is not responsible in any way for any loss or damage that may happen when a customer has received their product. It is the customers responsibility to look after their keyring/badge.
  • My T-Shirt is too small/big. Can I return/exchange for a different size?
    Sizing is shown on the listing for the clothing and the guide should be used to determine what size would fit best. If you order a size and it doesn't fit correctly, due to my items being custom made, I am unable to offer returns/exchanges/refunds. If you do have any queries about being unhappy with your t-shirt purchase please do message me and I will look at any queries on a case by case basis.
  • I washed my t-shirt and the colour faded and the vinyl personalisation got damaged. Why did that happen?
    All clothing orders will be provided with a care card and instructions of how to look after your clothing are also noted on the listing. Tie Dye clothing MUST be washed on a cold wash and not put in the dryer. Tie dye will slightly fade after multiple washes but if washed as instructed the colour should stay pretty vibrant. If the t-shirt needs ironing, the areas with vinyl on must not be ironed, as this will damage the design.
  • The colours on the flag(s) on my keyring don't look like the image on your website. Why is that?
    I am incredibly proud to offer so many different flag options for my products. However, with there being over 100 flag choices, it would be very very hard to get the colours exactly to match an image. Before adding a flag as an option I always check if I have colours that I can use to make the flag as close as possible. Unfortunately, I only have a certain amount of paint pens, so the colour match is never going to be 100%. I have done most of the flag options so if you would like to see how a flag looks on one of my hand painted keyrings, I am more than happy to send you a picture before placing an order.
  • Can I wash my tie-dye t-shirt with my other normal washing?
    For at least the first few washes, it is best to wash your t-shirt on its own and follow the washing instructions as advised on your care card/my website. Gradually over time, it probably will be ok to put with other clothing on a cold wash, although we wouldn't necessarily advise it, just in case.
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