CREATOR GUIDE
HOW TO RUN YOUR STORE
What You Need to Know
TO DELIVER IMPECCABLE SERVICE AND GREAT CUSTOMER CARE
How to Process Orders
If you’re not using our fulfilment service, you are fully responsible for shipping your orders.
- All non-custom orders must be despatched within 5 business days of order confirmation
- You MUST use a tracked shipping service
- You also must provide your buyer with the tracking number and a web address to track the parcel within 2 days of shipping
- Once delivered, buyers have 2 days to confirm receipt and that the item is as expected
Important advice
- To avoid problems such as lost parcels or deliveries to unsafe locations, choose a reliable, insured service that covers the full value of the order.
- For valuable items or international expedition, communicate in advance with your buyer to make sure they are satisfied with your shipping solution and timeline.
Payments & Escrow
- When a buyer places an order, payment is processed and held in escrow by us.
- Once the buyer confirms safe delivery and no issues, funds are released to the seller after a 14-day cooling-off period.
Communication with Buyers
- We recommend maintaining proactive and clear communication with your customers to ensure a smooth shopping experience.
- All communication must go through our platform.
- We reserve the right to suspend or cancel seller accounts that fail to meet our customer service standards.
FAQ
WHAT CAN CREATORS DO WHEN THERE'S A GLITCH
Creator's Responsibility
- Remember that under UK law, you are responsible for shipping until an attempt has been made to deliver to the buyer.
- Follow tracking to make sure there are no issues or delay.
Shipping is delayed?
- Notify the buyer promptly through the platform.
- Contact the courier and open a claim if needed.
- Let us know if you need support or if a cancellation may be necessary.
Tracking shows as "delivered" but the buyer hasn’t confirmed?
- Contact us immediately so we can assist.
The buyer wants to return or exchange an item?
- Buyers have 14 days from delivery to request a return or exchange.
- Return shipping costs are the buyer’s responsibility.
- Coordinate the return through the platform.
The product arrived damaged or has a quality issue?
- Buyers may request a refund or exchange within 6 months of purchase for faulty items.
- Keep documentation (photos or videos) showing the product’s condition before shipping. This may eventually protect you in disputes or when filing claims with the courier.
Custom Orders
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If your item is made to order, ensure it is listed in the correct category and clearly state production and delivery timelines.
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Communicate these timelines clearly with the buyer via the platform.
