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  • Delivery

  • Delivery will be made of Keepsakes upon completion of the product and payment is cleared if paying via invoice, I aim to have items completed within 10 weeks,however due to the nature of my business and that I work full time sometimes life will get in the way and the ten week guide will be increased. You will be informed of the progress of your order via email. Should you require more regular updates please use the contact page on this website.

  • When ordering Crayons, turnaround will be a maximum of 2 weeks from the day of cleared payment.

  • When ordering a Crafty Mouse pattern (.pdf), this will be emailed direct to you using your paypal email address (unless otherwise indicated) this will be sent within 24 hours unless otherwise advised. 

  • When ordering Portraits please allow 10 weeks from receipt of payment and your chosen image, images should be emailed to portraits@thecraftymouse.co.uk, alternatively images can be sent to Emma Chapman, 15 Burgess Field, Chelmsford, Essex, CM2 6TR. Should there be any delays you will be notified immediately.

  • Packages are sent out normally from either Royal Mail Post Office or via Courer 'My Hermes signed for' if they are bulky items, this can take around 3 - 5 days for delivery. If you require a specific date for the item required please mention when ordering.


  • Right to Cancel

  • If you wish to cancel your order you will need to do so prior to any work taking place (specifically on Keepsakes), I can be contacted via the contact form on this webiste, telephone or email at emma@thecraftymouse.co.uk.

  • Returns

  • Should you not be happy with the product you have ordered or it is faulty, this will need to be returned in the original packaging at your cost within 7 days. I will then organise a replacement of the product, repair or refund, which ever is applicable.


  • If you are ordering a commissioned piece which is made specifically from fabrics you have provided (specifically Keepsakes), I am unable to offer a refund, however the item(s) may be returned at your cost and I can adjust / repair as and where required. Please be advised due to the nature of the fabric, Keepsakes can ladder or small holes appear if they are overly handled. Keepsakes are not toys and should not be given to children to play with as they will not withstand heavy use. Any damage to the Keepsake that takes place at your home is your responsibility although repairs and re-stuffing are available at an additional cost to yourself (the buyer).

  • When ordering portraits I am unable to offer any refund or returns. Please ensure you view examples of my work so that you are happy with the style that I work with.

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