Frequently Asked Questions

The best way to reach us is by email at hello@leilascrafts.com. We aim to respond to all enquiries within 24
hours. You can also visit us in store during opening hours.

We occasionally carry out maintenance on our website. The maintenance page will display a message
explaining the situation. If you need to place a pre-order urgently, please email us directly.

Yes. We take data privacy seriously. Your name and email address are only used to process your order
and send you relevant communications. For pre-orders, your email address is automatically removed from our
system once your order is completed or denied. We do not share your data with third parties.

Some of our automated emails (receipts, order notifications) are sent from addresses that are not
monitored. For any queries, always use hello@leilascrafts.com — this is our main contact inbox and all
messages are read and responded to.

Sort of. We operate from a stall, which the location changes on where events are. Please keep an eye on the website to where we will be next. We'd love to see you in person!

A pre-order is a custom design request. You fill in our online form at leilascrafts.com/preorder.php, describe
what you'd like, choose your products, and optionally upload inspiration photos. Leila will review your request
within 24 hours and get back to you with a confirmation or any questions she may have.

We aim to respond to all pre-order requests within 24 hours. During busy periods it may take a little longer,
but we'll always get back to you as quickly as we can. You'll receive an email as soon as your order has been
reviewed.

Absolutely! When filling in the pre-order form you can upload up to several photos showing the style,
colours, or design inspiration you have in mind. We accept JPG, PNG, GIF and WEBP images up to 10MB
each. The more detail you can give us the better.

Once Leila accepts your order you'll receive an email letting you know. Leila will then begin working on
your design. When it's ready and payment has been arranged, you'll receive a completed receipt by email. A
Leave a Review button is included in that email if you'd like to share your experience!

If we're unable to fulfil your request, you'll receive an email explaining why. This could be because the
design isn't something we can produce, materials aren't available, or we're fully booked. We're sorry if this
happens — please feel free to submit a revised request or contact us to discuss alternatives.

If you'd like to make a change or cancel, please contact us at hello@leilascrafts.com as soon as possible
quoting your pre-order reference code. Once an order has been accepted and work has begun, changes may
not be possible, but we'll always do our best to accommodate you.

Payment for pre-orders is arranged directly with Leila. We currently accept cash and card payments in
person. The payment method (cash or card) is recorded when payment is received and will appear on your
receipt.

You'll receive an email at each stage of the process — when we receive your order, when it's accepted or
denied, and when it's completed. If you have a question in the meantime, email us at hello@leilascrafts.com
with your pre-order reference code.

The prices shown on the pre-order form are our standard prices.

We sell a range of handmade and customised crafts including tumblers, cups, book markers, and other
personalised items. Our full product range is available on the pre-order form and in our physical stall.
Products and availability change regularly, so check back often!

We occasionally offer discounts and promotions. Follow us on social media or check our website for the
latest offers. Stall discounts can be applied at the till by our staff when applicable.

Yes! Send us an email at hello@leilascrafts.com.

Yes! For stall purchases, simply tell our staff that your want a emailed receipt, you can then enter your email address at the end of the sale and we'll send you a full itemised receipt straight away. All pre-orders when the order has been marked as completed, the receipt will be sent. The receipt includes the transaction reference, items purchased, total paid, and change given.

First, check your spam or junk folder as receipt emails can occasionally be filtered. The email comes from
receipts@leilascrafts.com. If you still can't find it, contact us at hello@leilascrafts.com with the date of your
purchase and we'll look into it for you.

We accept cash and card payments in store. For larger purchases or custom orders, we can also arrange
split payments where part is paid in cash and part by card. We do not currently accept online payments.

Yes, we do accept refunds on eligible purchases. Please bring your item back to us in its original condition
along with your receipt or transaction reference. Refunds are processed back to your original payment
method. For custom/personalised items, refunds may not be possible unless there is a fault with the product
— please contact us to discuss. Please see our Refund/Return Policy.

Cash refunds are processed immediately. Card refunds are processed the same day but may take
3–5 working days to appear in your account depending on your bank. You'll receive a refund receipt by email
if you provide your email address.

You can leave a review by visiting leilascrafts.com/review.php. There is also a "Leave a Review" button
included in your completed order receipt email — just click it and you'll be taken straight to the review page.
We really appreciate every review!

Reviews are moderated before appearing on the website to ensure quality and relevance. We aim to
approve reviews within 24–48 hours. If you have any concerns about your review, please contact us at
hello@leilascrafts.com.

If you'd like to update or remove a review you've left, please email us at hello@leilascrafts.com and we'll be
happy to help.