Siesta / FAQs
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- Do you ship abroad?
Brexit Update: EU customers: Please do not order through the website as VAT rules have now changed. To arrange an order please email us first.
We charge shipping at the cost price of sending. However, since different countries have different shipping charges and customs regulations in place, we will have to calculate each order individually, as size and weight may make a difference to the total carriage charge. If you would like to order something, please email us first with your address and the product(s) you wish to order. We will then get back to you as soon as possible with a quotation and a Paypal request for the amount.
It is likely you will have to pay VAT and associated import charges before delivery will be made by the postal service or courier in your country.
We recommend against using any third party international mail forwarding services. Our international rates are at cost price so there's a good chance we will be cheaper. In addition, we will be unable to verify any returns claims when the goods have been handled by another company that we have not authorised.
- A product says it will differ from the photo, why?
We are a small company trading with mainly small workshops and producers on a Fair Trade basis. Most of our products are entirely handmade and natural variations should be expected, goods received may differ in a number of ways from the picture shown. This should be seen as an asset, not a fault – we believe it is better to have a unique item than mass conformity.
Clothing, Bags & Purses:
Some of our products use upcycled fabrics and they may be hand dyed or hand crocheted in various colours. This makes each item unique. If you can’t see an option to choose the colours or patterns photographed, please expect variation in regard to colours and patterns.
Part of what makes our woodcarvings so special is that the artisans are utilizing a natural medium and as such the carver often adapts their designs slightly to work better with the shape of the wood they are given. Wood colours may also vary slightly and show other natural features like knots or light patches.
If you have a specific request you can leave us a note in order comments on the basket screen and we will try our best to find an appropriate match for you.
- I don't have or want a Paypal or Amazon account. Can I checkout as a guest?
Yes, you can. Simply click on the 'Pay Now Securely' button and fill out the form for your shipping details and then click on 'Pay with Paypal.' You don't need to create a Paypal account to do this and can pay with a credit or debit card without creating an account.
Please note: There is a known issue where upon reaching the Paypal website, the only options given are 'Log In' and 'Create an Account.' Clicking the 'Create an Account' button at this stage will take you through to the correct 'Checkout as Guest' screen and you will not have to create an account to continue.
- I have a special request for a product or my order, how do I tell you?
We are a small, friendly company and will do our best to send you the exact product you want. If you have a request for an item where you can't select a colour or style, it's probably because the item has lots of variation and is handmade. The easiest way of leaving instructions is to add the item to your basket and then type your requirements into the comments box. You can write us a message about a product or the order in general, perhaps even make a Haiku, leave a poem or tell us a joke if you want.
We'll always try our best to accommodate your request and will contact you if there are any problems.
- I'd like to buy on a wholesale basis, what do I do?
You'll need to apply for a wholesale account on the website here or give us a call on 01227 786066. We only sell on a wholesale basis to businesses and organisations. Completion of an application will not automatically get you an approved account; we evaluate each application by hand and will ask you a couple of additional questions based on your business and situation, so look out for an email from us or supply a contact number we can call you on. One of the things we'll need to discern is whether or not granting new wholesale accounts will interfere with our existing customer's business. Please also note that the terms and conditions are significantly different for wholesale trading.
- Do you have a shop?
I've seen something I want in your shop but I can't find it on your website can you help?
Yes, we have a shop in the centre of Canterbury. They are a friendly bunch and can probably help with your request – visit our shop page for info: Here
- Do you ship to the USA?
No. Unfortunately, the United States government has very complicated trade restrictions in place which make it incredibly hard to import, among many other things, metal, wood and textile products. The high chance of our goods not being permitted through customs and the long list of extra documentation and expenses mean that we are currently unable to send mail orders to The USA.
- I haven't received a confirmation email from you.
Don’t worry! You will receive a confirmation email from us when your order has been dispatched. In this email, we’ll also give you a tracking number so you can see where your order is.
- Can I return goods?
All our goods are checked before dispatch. In the unlikely event of faulty or damaged goods being received please notify us within 7 days to arrange a return. If you are unsatisfied with your goods for any reason you may return them to us within 14 days for a refund or an exchange. Just ensure the goods are in their original packaging (where appropriate) and in the case of clothing, unworn. When returning goods for any reason please ensure you obtain a proof of posting as we cannot be held responsible for non-receipt of items.
- Help! Your website's not working.
Sorry about that! There can be a variety of issues, commonly these are caused by older browsers whilst every effort is made to make sure that our website works across as many browsers as possible. As the internet changes, we aim to keep up with the trends and technologies that make our website and user experience better. Unfortunately, Internet Explorer 8 and lower is unable to keep up with current website technology. This is not our fault and I am sorry if you have had an issue.
If your browser and computer are all up to date and you are still having issues, please drop our nerd an email: firstname.lastname@example.org He will be very grateful if you could also mention what type of device, (Phone/Tablet/Mobile) operating system, (Windows/MAC OS/Linux) and browser + version (Chome/IE/Firefox) you are using as it helps to identify problems and potentially makes the website better for everyone.
- I've made an Amazon payment but I can't see details when I log into my Amazon account, why is that?
We don't sell directly on Amazon. We use a service called 'Amazon Pay' which is convenient for people who do not wish to use PayPal. For more details about this payment method and to view details and request changes, customers can log in using their usual Amazon details on the site: