FREQUENTLY ASKED QUESTIONS

DELIVERY

I have ordered more than one item and want to send them to different addresses. How do I do this?

If you want to send parts of your order to different addresses, please put them through as separate orders, as we do not have the facility to split your order. We are only able to send your order to one address.

How do I add an item to an existing order?

You can only add items to an existing order if that order has not been dispatched yet and the items are going to the delivery same address. We will recommend that you contact us as soon as possible (ideally within 24 hours of placing the initial order). To add items to an existing order, please get in touch with us at hello@toshcreations.co.uk and we will send you a PayPal invoice for the additional items. 

Can I have your products delivered directly to my friends and family?

Yes. Simply fill the desired address in the ‘shipping address’ section during checkout.

How much do I have to pay for delivery?

The delivery fee is automatically calculated prior to submitting your payment information. See our delivery charges for details.

 

ORDER STATUS

The products I ordered have not arrived. What should I do?

In the first instance, please use your postal tracking number to track your delivery at the Royal Mail or courier website (this information will be in your order confirmation email). If you are still having difficulties, then please send an email to our Customer Support at hello@toshcreations.com and we will get back to you as soon as possible.

Has my order been dispatched?

Click the “My Account” link to check your orders status.

How do I track my order?

Use the postal/courier tracking number in your order confirmation email to track your delivery at the specified courier website.

 

ORDERS

I didn't get a confirmation email for my order. Why not?

Please email our Customer Support team with the details of the time of your order and your postcode including the order number.

Can I return or exchange my order?

Please see our returns policy page for more information

How do I change quantities or cancel an item in my order?

Please note that if your order has begun processing or has been dispatched, it will not be possible to amend your order. However, please email ASAP (within the first 24 hours) after placing your order and we may be able to do this for you.

When will my order be dispatched?

Please see each individual item page for more information on the availability of each item. You will receive a dispatch confirmation when your order has shipped together with the tracking information within 24-48 hours of shipment.

My item is lost or was stolen, how can I get a refund?

Unfortunately, we are not responsible for lost or stolen items.

My item is missing because I gave an incorrect address, can I get a refund?

Unfortunately, if you provided an incorrect address at checkout, we cannot take responsibility for this.

My package is showing up as ‘Delivered’ on the courier website but I haven’t received it?

Sometimes the courier company marks a package as delivered even though it is still in transit. Please give them some time, it is most likely on its way to you.

 

 

MY ACCOUNT

How do I create an account?

1) Click the “My Account link at the top right side of our site.

2) Complete the required fields

3) Follow the prompts to complete account set up. Your information is kept completely private and
NEVER sold to a third party. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the “My Account: link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the “My Account” link at the top right hand side of our site. Under the login box you’ll see a link that says “Forgot your password? Click here”. Follow the instructions to reset your password.

How do I return my product?

Please contact customer support at orders@toshcreations.com to arrange returns.

 

CLOTHES BOUQUETS

How do I order a Memory Keepsake Bouquet?

To order a Memory Keepsake Bouquet, please click here to go to the product page. Once you have chosen your preferred size, please add the item to cart where you will have the option to specify any special requirements in the ‘Notes’ box before you check out and pay for your purchases. Don’t forget to specify if you have a strong preference for (or against) a particular colour scheme.

Once you have successfully paid for your Memory Keepsake Bouquet, you will get a confirmation email telling you where to send your clothes. We recommend that you send your clothes to us by recorded delivery for your peace of mind (ToshCreations is not liable or responsible for items lost en-route to us).

What colours will my Memory Bouquet Keepsake be?

Each Memory Bouquet Keepsake is unique and the final colour will depend on the colours of the clothes that are used. Please bear this in mind when selecting the clothes that you want. Additionally, if you have a strong preference for (or against) a particular colour scheme, then please specify this in the ‘Notes’ box at checkout.

Could you tell me more about the clothing that you use in your baby clothes bouquets and cupcakes?

All the clothing in our baby clothes bouquets and clothing cupcakes are brand new and high quality, sourced from leading baby brands. We do not use one specific brand.

Each item of clothing is cotton with the exception of a knitted hat occasionally.

How do I care for the clothes in the baby clothes bouquets?

Whilst the clothes are still in the bouquet, you do not have to do anything special to them for the ‘flowers’ to maintain their shape.

However, once the clothes have been unravelled, please follow the manufacturer’s care instructions on the clothing labels. We would recommend washing the clothes before wearing them for the baby.