Help
Frequently asked questions
The things shoppers ask us most about ordering from independent creators in the village.
Who am I buying from?
The independent creator whose stall you ordered from. The Holiday Village is a listing platform — the creator makes and sends your piece.
Why do some items take longer than others?
Ready-to-ship pieces are already made and go out quickly. Made-to-order pieces are created for you after you order, so they take as long as that creator needs. The lead time is shown on the product before you buy.
Can I order from more than one creator at once?
Yes. You can fill your basket from several stalls and check out once. Each creator dispatches separately, so your parcels may arrive at different times.
Is everything handmade?
Every stall is run by an independent creator producing in small batches or to order. Materials and methods vary by creator — the product page is the best place to see how a specific piece is made.
Can I ask a creator to customise something?
A creator will indicate if an item can be customised. The product will have a popup for personalisation that you complete before finalising your order.
What payment methods do you accept?
We accept payments through our payment gateway, which is a secure payment system provider.
How do I track my order?
Every order appears on your orders page with its current status.
Something arrived damaged — what now?
Tell us within 7 days via the contact page and we'll sort it out with the creator. See returns for the full process, or what to do if it isn't resolved.
Can I cancel an order?
Sometimes — it depends on whether the piece is ready-to-ship or made-to-order. See order cancellations for the details.
I make things — can I sell here?
We'd love to hear from you. Start at sell through the village.