FAQ's

FAQS 

This website is owned by Bonnie Binary Ltd

Founder Annie Lywood

We are registered in the UK under the company number 10084184

The artisan nature of our products

Please note that our products combine a mix of artisan digital embroidery and handmade assembly so sometimes they may vary slightly in appearance. This is the nature of handmade and artisan items and we feel this adds to their unique character.

Personalising our products and bespoke orders

We love to work closely with our customers and design for their unique needs so please do chat with Annie to discuss how we can add a personal message or unique touch to an existing product or design something especially for you or a loved one.

Delivery times

Our artisan products are made to order and delivery time is 4 – 6 weeks. However, if there is ever a reason you need one sooner, do contact us and we will do our best to try and accommodate this.

Pricing and Payment

All prices are inclusive of VAT at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products plus delivery.

We accept Visa, Mastercard, or Maaestro card payments via Stripe. All orders are processed in GBP.

Shipping

Free delivery to all UK mainland
Deliveries to Northern Island or Highlands & Islands may require a charge. Please contact us to check.
For EU destinations we charge £11.95 per cushion

All our items are posted via Royal Mail Tracked 48, to the delivery address that you give us when placing an order. You will be required to sign for your package. If no-one is available to provide a signature, a delivery card will be left at your address.

Shipping is charged at cost, as it appears on your order. Bonnie Binary is not responsible for shipping delays such as holidays, strike days, or customs delays or for any additional customs duties or taxes. Nor are we responsible for any lost, stolen, or damaged shipments. The buyer assumes responsibility of claims made with the shipping carrier.

Please take care to enter your delivery address correctly as we cannot be held responsible for any undelivered parcels due to incorrect address details.  Our shipping costs are based on the weight of the order and are calculated at check out according to standard Royal Mail delivery costs.

If you have any special shipping requirements please contact us.

Returns

If you are not completely satisfied with your order, upon receipt please contact us immediately.

You have up to 7 days of receipt of your order to cancel and return items, and must provide us with proof of postage within this time. Any items returned to us for refund must be in ‘as-new’ condition with no evidence of damage or use, and have their original tags on.

The customer will be responsible for shipping costs associated with the return of an item and we require that an item is returned to us via registered mail to enable us to track the return of the item. We take no responsibility for deliveries being returned 
to us which go missing or are undelivered.

Once the above conditions are met, we will issue a full refund.

Payment

We accept Visa, Mastercard, American Express cards and Apple Pay to securely handle all payments on this site. All our prices are in UK Pounds and include VAT.

Need help?

Please do feel free to email or call us if you require any help with your order.

Thank you for shopping with us and please do stay in touch. We love customer  feedback so please do share photos of how you get on with our products. We are keen to make improvements to our products and services and respond to our customer needs.