Frequently Asked Questions

For all orders we aim to dispatch within 2-4 business days, unless otherwise stated on individual product pages. If you need your order to be shipped sooner than that please contact us before ordering and we will try to ship it as soon as possible. If for any reason your order cannot be dispatched within this time frame we will contact you with an updated dispatch estimate.

Orders are shipped from the United Kingdom.

We currently ship to UK, USA and Canada. Unfortunately, we are unable to ship to EU countries at this time. If you would like shipping to a country outside of those mentioned here, please contact us. Buyers are responsible for making sure the shipping address is correct. Packages cannot be rerouted or refunded due to incorrect address. The buyer is responsible for making sure the address provided is a safe and reliable. International Shipping Information These services can be very costly, and must be fully insured. The buyer is responsible for all international shipping fees. Please research your local VAT import rates before ordering a piece from me. If you refuse to pay the import fees and the package gets sent back to me, we will refund your order cost but will not refund your shipping cost. Additionally, we will not mark down the value of the package for customs, this is illegal. Customers must pay VAT taxes to receive the item. Orders are shipped from the United Kingdom and depending on the recipients country of residence, may be subject to Customs checks and import duties. We are unable to accept any responsibility for delays or additional costs associated with customs checks and import duties. Import duties and costs are the sole responsibility of the buyer. Please check with your relevant authorities regarding rules and costs of importing goods.

All UK orders are posted Tracked with Royal Mail. For 24 Tracked, estimated delivery is 1 day from dispatch. For 48 Tracked, estimated delivery is 2 working days from time of dispatch. All International orders are sent Tracked with Royal Mail (unless another option selected at checkout). Estimated delivery is 6-7 working days depending on region and any delays caused by custom checks. Please note these delivery times are estimations and can be subject to delays caused by third party postal services as well as checks by customs and import authorities in the purchasers country. We can not accept responsibility for such delays.

When your order is dispatched you will receive an email to let you know. This will include the tracking details. If you placed your order more than 4 business days ago and haven’t received a dispatch notification email please check your ‘junk’ or ‘spam’ email folder. If you still cant see a notification please get in touch via the contact page. Please include your order number, order date, name and email address supplied at check out so we can look into your order.

Yes, you will receive a tracking number with your shipping confirmation. This will be emailed to you, with a website link where you can track your order at Royal Mail.

All items are packaged and sent with care. If a package is delivered damaged, please contact us via hello@aldernwood.com or the contact page. Please include photos of your parcel before and after opening it and we can issue you a replacement where possible.

If you haven't received you order within the estimated time frame provided please check the status of your order with your tracking information before getting in touch via the contact page. Please always provide your order number and shipping address.

All orders are shipped with Royal Mails tracked service. Once dispatched we are unable to assume and responsibility for any delayed missing or lost orders, though we will do everything responsibly possible within our power to follow up orders reported to us. Please note Royal Mail are unable to follow up on any missing orders until 20 days after the expected due date for UK orders, and 25 days after the expected due date for International orders.

Returns are only excepted if item/s do not match their description. Refunds will not be issued until we receive and inspect the returned item. Please contact us within 10 days of receiving your package. Unfortunately we are unable to refund shipping costs. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Please read the product description on the product page to get the care instructions for each individual piece. Each item should be handled with care. Carvings are sealed with a weather resistant varnish.

Carvings are sealed with a water-resistant finish which is UV, Weather & Scratch Resistant, making them suitable for outdoor use.

They are treated with a non toxic danish oil, this helps to create a protective layer and really brings out the grain and natural colours in the wood. To maintain this I would recommend regularly applying and rubbing in with a soft cloth an oil such as danish oil.

Pendants Hand carved wooden pendants may change slightly in colour and characteristics over a long period of time, this is just natural. Please remove when showering, bathing or swimming and follow the general care above. I also recommend replacing the cord or transferring to a chain over time as a natural product the original will not have as long a lifespan like the carvings do. Oil finished carvings To maintain its protected layer we would recommend regularly applying and rubbing in an oil such as danish oil, with a soft cloth.

With giclee printing, avoid placing in indirect sunlight as fading can occur overtime.

Unfortunately, I'm not taking customer orders or commissions at this time.

You can send us an email via the contact page.