Frequently asked questions

The independent creator whose stall you ordered from. The Holiday Village is a listing platform — the creator makes and sends your piece.

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.

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.

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.

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.

We accept payments through our payment gateway, which is a secure payment system provider.

Every order appears on your orders page with its current status.

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.

Sometimes — it depends on whether the piece is ready-to-ship or made-to-order. See order cancellations for the details.

We'd love to hear from you. Start at sell through the village.