Can I visit your studio?
Unfortunately, our studio is not open to the public. We have to list our address for legal reasons, but please note we are not open for browsing, and cannot admit visitors.
Do you do commissions and collaborations?
We’ve designed co-branded collaborations for companies like Pinterest, The Hoxton and Kitchen Provisions. If there’s something you have in mind, send us an email at email@example.com.
Unfortunately, we do not do collaborations with influencers. We also do not collaborate with other designers (this includes putting other people’s designs on our product).
Can you do bespoke product?
Unfortunately not – we have to produce certain numbers of our product in order to make it work cost-wise. This means it’s impossible to create a one-off item. So unfortunately we’d be unable to make your dream planner!
Do you take wholesale orders?
Absolutely. Go here the request access. Please note we are currently not taking on any more online only stores.
Please note that we do not allow for people to buy our product retail (ie, through our website) to be resold. You must apply with us to be an authorised reseller, this includes gift boxes/edits. We need to approve people that are selling our product.
Unfortunately we do not offer unpaid internships, as we do not believe in not paying people for the work they do! We occasionally need extra admin help in the studio, which we will advertise on our instagram. We do not hire/work with/collaborate with other designers/design studios.
Delivery & Returns
*15th JANUARY UPDATE*
Please note that as of January 1st 2021, all orders to the EU will incur VAT and postal service admin charges upon delivery – please keep watch for a delivery/customs charge note from your postal service. If it is not paid, it will be returned and if this happens, we cannot refund postage costs. Blame Brexit – we do! We hate it as much as you do. The good news is, this is only temporary, and will revert to normal once the new EU VAT system comes into place in July 2021.
We are shipping orders daily (as normal), so if you haven’t received an order complete email, please check your junk mail.
For UK orders, we are still seeing severe delays on all orders sent via Royal Mail. Due to covid-related staff shortages, some areas are very badly affected – please check here to see if your postcode is on that list. At the moment, transit times are hugely variable, and some things are arriving quickly, while others are taking up to 4+ weeks. It doesn’t matter if you live close to our studio – your items still need to go through the RM network, and are therefore subject to delays like everything else.
We ask that you allow 4 weeks for your order to arrive. RM have extended their period of time within which they consider an item ‘lost’, and it’s very rare that items do go missing. We appreciate your patience.
If your order is urgent, or if you want tracking, we strongly suggest you pay for 1st class (which we send tracked) or DHL delivery. Once your order is sent, if you haven’t paid for upgraded delivery, there won’t be a tracking available, and therefore we don’t have visibility on where your order is.
Please email firstname.lastname@example.org if you have any questions.
I live near Peckham! Can I collect my order?
At the moment due to Covid, we’ve had to pause click and collect for the safety of everyone in our building. We’ll get this resumed as soon as it’s safe to do so!
How long does it take for you to ship my order?
All items will be shipped same day if ordered before 12pm GMT Monday to Friday or next day/working day if after. In the UK your order will ship via Royal Mail 2nd class, and isn’t tracked. It usually takes 2-3 days to arrive, but in some cases can take up to 14 working days.
Phone cases are made to order, so they ship in 5-7 days.
Please note that due to covid-19, there are still some delays with orders.
Haven’t received a confirmation/dispatch email?
Please check your junk mail – sometimes the emails end up there! Otherwise, please email email@example.com
Order hasn’t arrived?
Feel free to contact firstname.lastname@example.org if you’re worried your order has gone missing in the post. But please, remember we are a small business – the person who designs the product is the same person who packs/sends your order and also receives/answers the email – please be polite! Please note – Royal Mail is not considering items ‘lost’ until 28 days after they’ve shipped, and we’ve seen orders take even longer than that, in rare instances.
How do you ship my order?
We ship everything via Royal Mail, unless you choose DHL express delivery. For international orders, you will receive email tracking details – please check your junk mail if you haven’t received it.
Do you ship internationally?
Yes! International shipping costs are calculated at checkout.
Why is shipping to the USA so expensive?
Unfortunately, on July 1st, Royal Mail nearly doubled their shipping costs for items going to the USA and we’ve been forced to pass this on. It may make more sense to place a bigger order – orders over £35 will ship via DHL and get to you faster.
What if I want to return my order?
No worries! We accept returns within 14 days of delivery. Just send us an email to let us know at email@example.com before you send it. Buyers are responsible for any return shipping costs and items must be in original condition and include all original packaging.
We are aware that some coupon sites have discount codes for us posted – we’ve tried to get them taken down but to no avail. Unfortunately we cannot honour any discount codes that are posted on 3rd party websites, as they’re often listed with incorrect expiry dates.
We don’t want you to be disappointed, so please make sure you’re following us on instagram (@the.completist) – we only post discount codes there!
Good to know –
International buyers are responsible for any import duties and taxes. We send all international orders tracked so you know where it is. Sometimes there are pesky delays with customs – these things are out of our hands, so we can’t be held responsible for them.
What do you do with my information?