Because We Care
Policies at Morganna Craft
We founded Morganna Craft with one goal in mind: giving our customers a fair, rewarding and enjoyable shopping experience while you adopt one of our art pieces. We conduct business according to the same values, knowing that better service equals loyal customers. Our store policies are detailed below, please have a look and contact us if you want to learn more.
We (Rebekah and Janet) design EVERY piece ourselves, therefore copyright strictly belongs to Morganna Craft since 2010.
If you would like to commission a similar piece to something you see on our website or social media pages please note: it will NOT be identical, because each piece of work is drawn free hand, it will be completely unique to your specifications.
While our photography skills leave a lot to be desired, we do take every photograph of our items ourselves and endeavour to make them as accurate a representation of the piece as possible.
All handmade pyrography items are made from reclaimed or rescued wood whenever possible, and is from renewable wood sources when not, this means these items may include unique natural features or faults.
All orders can be made by emailing or messaging us on social media. We’re totally informal so feel free to ask any questions or requests you may have. I promise we don't bite unless provoked or offered cake...
Our shop on the website link to NuMonday offers a safe and secure card payment method for orders. All payments not through this safe-pay card system on the website are through a PayPal invoice we will email to you, as we feel it is the safest and most convenient option for everyone HOWEVER alternate methods of payment can be selected on the invoice I send to you. All online card payments will be invoiced through that PayPal Invoice feature when not ordered via the NuMonday website (you do not need a PayPal account for this, but you do need an email address) - I have to do this manually so it will not be instant but I always aim to be as quick as I can.
We ship our items using Royal Mail unless you have specified an alternative preference in an email or message.
All postage quotes we give are relevant to UK and Standard International.
We work from our home in Llanelli, South Wales. It is an animal-friendly home, but we do our best to keep them away from the stock so hopefully you shouldn't receive an unwanted free gift of cat or dog hair.
If you are local to us we are more than happy to hold an item for pick up at one of our craft stalls, or even arrange a meet-up in person. Under the same circumstances we can accept cash or in-person card payments (securely and safely using the official iZettle machine), but only if agreed upon beforehand. If you would prefer this option please send us a message without ordering through checkout!
We will always use up-cycled, recycled or recyclable packaging whenever possible! This occasionally means you get something truly odd wrapped around your item to protect it during transit… But we really do our best to protect items against damage.
We ship everything with Royal Mail, even internationally, as it mean we get proof of postage and a tracking number for anything over £50 value. If you have a request for any other shipping method, let us know!
For The Best Care Of Your Item
We add a protective finish of wax or balsam to our pieces - EXCEPT Kitchenware. Kitchenware items - spoons, spatulas, chopping boards, etc - are left as untreated wood so they are hygienic and safe for use. We recommend giving them a quick rinse before initial use.
As with all wooden kitchen items, our Kitchenware items are not impervious to staining or wear, and will darken or dull over time and with use (especially you’re a curry fan).
If there has been an error in the order you receive please let us know as soon as possible and we can do our best to rectify the situation at no cost to you.
Unless an item has been misrepresented by us or you have received the wrong item, please do not attempt a return/refund (don’t be *that* guy) - however we don’t want to make unhappy bunnies so if you really are disappointed with a piece please send us a message in case there is something we can do about it.
Anything that did need to be returned or refunded will be dealt with as timely on our part as possible. On your part, any return issues need to be discussed with us within one week of receiving your purchase.
Returning an item will initially be at the cost of the customer, later to be included in any agreed refund or in the form of a replacement item.
We can add an outdoor varnish for commissions on request, but please bear in mind this takes a lot of extra time and possibly at a small extra cost depending on the size of the item.
During the commission-making process we are diligent in our communication and will send you step-by-step sketches of designs BEFORE any burning commences or any payment is taken - this gives you the option to be absolutely happy with your order before the commitment of payment.
Personalised goods cannot be returned unless there has been an error in shipping and you receive an incorrect item.
Once a design is finalised or an inscription requested a PayPal invoice including the calculated postage cost is sent. Burning will not commence until the invoice amount is paid in full. Because of this we cannot offer commission purchases through the website payment feature, however as mentioned before you can pay by card from the PayPal invoice email.
We try our absolute best to complete an order in a timely manner and give a projected timeline during correspondence before payment is requested - this gives you the freedom to cancel your order without pressure if you are unhappy with the quote we give you.
We keep all proof of postage should the worst happen and your item does not arrive.
If an incorrect item has been received we will refund the postage cost for the item to be returned to us while we send you the correct item (with hugs and kisses and a big apology!).
For obvious hygiene reasons we cannot accept returned earrings - no matter whether inscribed or not - sorry!
We do not pass ANY of your information - personal or otherwise - on to any third party unless at your express request. Your contact information is only collected by our web provider in reference to your order. This is for us to provide efficient customer service relevant to your order. After that point your information is kept in a secure database by our web provider and is unused until you order again. The NuMonday SHOP link has its own policies but it says pretty much the same thing about your privacy!
By sending us an email you will be not subjected to an inbox full of newsletters or junk mail - we ONLY correspond relevant to your inquiry/order.
If we happen to start a newsletter at some point you will only be included in the subscriber list if you officially subscribe; i.e. sign up in the official ‘sign up’ box we will make, which will have an 'unsubscribe' option for you. Again, your information would not be shared with any third parties.
This website, our service and all apps connected to our website, including our web provider, are in compliance with GDPR. If you have any questions please feel free to contact us!