FAQs Christmas Edition
Please note our studio is closed between 24 December and 3 January 2022. We will be checking emails and messages intermittently but may not respond as quickly as usual, we appreciate your patience while we take a much needed break.
DISPATCH AND SHIPPING
When will my order be dispatched?
We aim to dispatch all orders within 3 business days. Orders placed after 22 December will be put on hold until 3 January 2022, we will process these orders as quickly as possible on our return to the studio.
Do you ship internationally?
We do ship to the majority of international destinations but we do not ship to Brazil, Mexico or Russia.
Please note if your order is delivered outside the UK, it may be subject to import taxes, customs duties and charges in the destination country, payable by the customer. Mint & Mustard has no responsibility for these charges.
EU Shipping - There are a few changes that will apply to EU orders as follows:
- All EU orders are now sent Tracked as standard.
- We are required to collect VAT on all EU orders under 150EUR. Taxes are calculated at checkout at your local VAT rate. VAT applies to products and shipping fees.
- Orders over 150EUR will not have VAT collected, instead you will be required to pay taxes and duties directly to your local customs on entry into your country.
- For orders under 150EUR you will not be required to pay taxes or duties at customs as you will have paid them in advance.
Where's my tracking number?
UK customers do not receive tracking numbers as the services we use do not provide tracking, they only provide proof of delivery.
For international customers, tracking numbers can be found on your dispatch email and in the account areas on our Website and on Etsy. If you still cannot find your tracking number, please use the below form to request it.
My order has been dispatched, where is it?
Delivery is taking quite a bit longer than usual due to the outbreak and Christmas rush but they are turning up eventually!
Please allow two weeks for UK mail and up to 6 weeks for all International mail. We expect the vast majority will arrive before these times, but we are not able to declare anything as lost in transit until after these times.
If it has been longer than the above mentioned times, please contact us using the form below.
How can I change my shipping address?
Provided your order has not yet been processed we can change your shipping address for you, if you have not already, please contact us with your order number and the new address and we will update our shipping system.
There was an issue with my order, what should I do?
If there was an issue with your order such as faulty or missing items etc. please contact us immediately, if you have not already. For defective or broken items please include photos as this will help us fix the problem faster. If you received the wrong item please include a photograph so we can identify the incorrect item for our records.
Can you make custom products?
We do not take custom requests, sorry!
Are your dice sold in sets or individually? Can I buy single dice?
Our dice are sold in sets, generally sets of 7 or 11. Please check the product description for full details on what is included in each set.
Occasionally we do have spares which we can sell as individual dice, we cannot guarantee all styles and dice are available, but if you have a particular colour in mind for example, we may be able help!
An item is out of stock, when will it be back?
We cannot usually give a definitive answer on this so the best thing to do is sign up for a restock notification using the email field on the item in question through our website.
I want to purchase multiple items can you combine shipping?
Etsy calculates shipping by the number of items purchased so it increases a little with each item added and doesn't allow us to cap these fees. Due to the volume of orders we receive it is not possible for us to manually reduce shipping fees on Etsy. However shipping fees on our website are calculated by weight so work out cheaper for multiple items.
Can I earn and spend Click Clack points on Etsy?
I'm afraid the Click Clack Club loyalty scheme is only valid on our website so vouchers will not transfer over to Etsy and points cannot be given for orders placed on Etsy.
If you have not found an answer to your question above please contact us using the form below. We will respond to all messages at the earliest opportunity.