Frequently asked questions

Please do not hesitate to message us with your queries. Messages on your order are not seen till we get to your order, so please contact us with queries via email at hello@indie-whitstable.com. Our shop hours are 9-5 Monday to Friday. We aim to respond within 24 hours but due to the high volume of messages we recieve please allow us a reasonable amount of time to respond.

We aim to dispatch all orders within 1 to 3 working days. If you require an item by a specific date please let us know and select an upgraded guarenteed delivery service at time of ordering.

With the exception of cards, we use Royal Mail Tracked 48 postage as standard within the UK. Cards are sent 1st Class.

For international orders we use Royal Mail international tracked as standard.

Delivery ESTIMATES are given by Royal Mail, so please be aware that these are subject to change – due to holiday rushes, custom checks & bank holidays. Delays due to COVID 19 are unavoidable and out of our control.

UK Delivery = 2-5 Working Days
EU Delivery = 3-10 Working Days
Rest of the World = 7-28 Working Days

Please note that this does not take into account if items are stopped by customs.

It is rare that items become lost within the postal service. Please understand that once orders are dispatched, they are in the hands of Royal Mail and we have no control over the handling of your items.

All items except greetings cards are sent tracked. Your tracking number is on your despatch notification.

Sometimes there can be a simple delay with the postal service that affects your order.
Delays due to COVID 19 are unavoidable and out of our control.

To distinguish, we classify your item as lost after so many days:

UK = 10 working days
EU = 18 working days
Rest of the World = 28 working days

If items have been lost/misplaced by Royal Mail delivery service, please contact us to discuss refund/resend and the time scales to do so.

All of our items ( Excluding greeting cards ) are sent out tracked and signed for. The tracking number can be easily located within the dispatch email that is sent to your registered Etsy email address.
Please check and ensure you have given the correct postal address. This can be found on your confirmation email. If it is incorrect please advise us immediately. If your item is sent to the incorrect address and is returned to us we will require that the shipping cost to resend is paid for by yourself. We will also require the shipping to be repaid if the item is returned to us due to the buyer having failed to collect or reschedule a suitable redelivery.