FAQ

Products

Who makes your products?
All products are designed by me, Tamsyn Martin and then crocheted by my mother - Linda (affectionately known as Mumma VV). VelvetVolcano is a family affair! :)

How are the pieces made?
Everything is handmade from start to finish which includes initial sketches and product designs (by me, Tamsyn) which are then crocheted and brought to life by Mumma VV. Each item can include other variations which may require hand sewing rhinestone embellishments, making pom poms etc.

How long will my order take to arrive?
Due to the handmade made-to-order nature of the items and them all being made by one person, please allow 2-3 weeks for your order to be made and dispatched. During busier times (such as the run up to Christmas), the turn-around may be longer, please contact us prior to ordering for our current turnaround times (this also varies depending on the item, cardigans and backpacks take much longer to make than berets, beanies and gloves for example). We always aim to dispatch orders within a 5-10 day period.
UK orders will generally take 1-3 days to arrive after dispatch.
International orders can take up to 4 weeks (this is rare, however) to arrive depending on your location and possible hold-ups at customs, but most generally arrive in 7-14 days.
If you require your order for a specific date, please contact me at least 2-3 weeks in advance within the UK and at least 4 weeks in advance for International orders to discuss this.

Please note that Royal Mail do not consider a package to be officially lost until 15 days after the expected delivery date. In the unlikely event that your package seems to have been lost, please use the contact form on site to message us with your order number.

Do you deliver worldwide?
Yes! You can read more about delivery, shipping and returns at the checkout.

How much is shipping?
This depends on your location and your order weight. All International orders over a specific amount are posted using Tracked Delivery, so are a little pricier, but this means your order will be guaranteed to arrive safely and in good time (and you will be able to track the parcel).
All UK orders ship for free as do all International orders over £200.
Do you sell wholesale?
We do take on certain wholesale orders. Please contact us here with information on your shop.

Do you take custom orders?
Yes! we love a challenge, please send us a message via the Contact Form or via Facebook message with your ideas.
Check out this page for some examples of our previous work (and even more can be found on the VV facebook page)

For crocheted items there are unlimited custom options and we love to bring to life whatever you dream up so if there's a hat, scarf, headband, gloves, mittens, leg warmers, top, bag etc design you want to become reality (even if it's a product we don't yet make) contact us via the chat feature or contact form and we'll work on making your dream come true! ^_^

How do I care for my VelvetVolcano goodies?
Please take note of the Care Instructions card included with your order and the care instructions on each product page. Most items are 100% Acrylic and can be Machine or Hand Washed at low temperatures and tumble dried at low temperatures or dried naturally/flat but some items include lurex, polyester or other fibres and require different treatment. Each listing will have these details as will the care card. All items cannot be ironed or bleached. Most items are best stored flat.

I've seen something on your Facebook page that I'd like to purchase but it isn't available to purchase on your website, can I still order it?
Some items are not currently available on the website and may be eligible to be ordered on a custom basis - please use the contact form for any queries regarding items of this nature.

 

General

Where else can I find VelvetVolcano?
‘Like’ VV on Facebook – http://www.facebook.com/velvetvolcano
Follow VV on Twitter – http://www.twitter.com/velvetvolcano
Follow VV on Instagram - http://www.instagram.com/velvetvolcano
Follow VV on Pinterest - http://www.pinterest.com/velvetvolcano


 

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