1️⃣ Orders & Processing
- How does your store work?
✅ Most of our products are made-to-order except for the Wild Wonder's products. Once you place an order, the printing/embroidery process for made-to-order products begin.
- Can I check the final product that I designed?
✅ Yes! Before adding your item to the cart, please review the preview carefully to ensure all details are correct.
⚠️ Once you proceed to checkout, we are unable to make any changes or edits to your design. We highly recommend double-checking spelling, colours, sizes, and other customisation details before finalising your order.
- Can I cancel or modify my order?
✅ Orders can be canceled only if the production hasn't begun. We cannot modify your order so after cancelling, you may start your order again.
- How do I check my order status?
✅ You will receive an email confirmation with tracking information once your order ships. If there is delay in getting the tracking information, we'll update with the estimated arrival dates.
2️⃣ Shipping & Delivery
- Why do you have different shipping profiles?
✅ We use different shipping profiles due to variations in processing time, product type, and delivery methods. Since majority are made-to-order, they cannot be grouped into the same shipping category. This ensures accurate delivery times for each item.
- Where do you ship?
✅ We currently ship to the UK, USA, Canada, Australia and majority of the EU nations. You may look for the currency to find out, beside the search bar.
- My country isn't listed in your delivery region. Can you still ship to me?
✅ Please reach out to us, and we’ll gladly review the possibility of shipping to your country. However, if we can arrange delivery, you will be responsible for international shipping costs and any applicable taxes or customs duties.
- How long does it take for the products to arrive?
✅ The estimated delivery times are displayed at checkout based on your location and shipping method.
⚠️ Please note that during holidays and festival seasons, there may be delay in deliveries due to high shipping volumes. We appreciate your patience and recommend ordering in advance during peak seasons.
- Do you offer tracking?
✅ Yes! Once your order ships, you will receive a tracking number via email.
- What if my package is delayed or lost?
✅ If your order is delayed or lost, please contact us at info@creativelaya.com with your order number, and we will assist you in resolving the issue.
3️⃣ Returns, Refunds & Exchanges
- Do you accept returns or refunds?
✅ We do not accept returns, refunds or exchanges unless the item is defective or incorrect.
- What if my products are faulty or damaged?
✅ If you receive a faulty or damaged product, please contact us within 7 days of receiving your order. Kindly provide your order number and clear photos of the issue, and we will review your case. If the issue is confirmed, we will offer a replacement.
⚠️ However, if the mistake (e.g., spelling errors on personalised cards) was made by the customer during the ordering process, we cannot offer a refund or replacement. Please double-check your design before placing your order.
- What if I ordered the wrong size/colour?
✅ As made-to-orders are custom-made, we cannot offer exchanges for incorrect selections. Please double-check your order before confirming!
4️⃣ Payments & Pricing
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What payment methods do you accept?
✅ We accept Visa, MasterCard, Apple Pay, Google Pay and other major payment methods.
- Why are your books priced differently on Amazon and your website?
✅ It is because Amazon prints out the book for you and has own policies whereas, for our website, we use different one, which is more pricier. However, for hardcover version, our manufacturer has far more cheaper option than amazon, due to which we decided not to use amazon at all for hardcover version.
If you would like to order softcover version, amazon might have the less pricier option.
- Do you offer discounts or promotions?
✅ Unfortunately, we do not for the time being. We may do for some products in future.
- Are there any additional customs fees or taxes?
✅ For international orders, customs fees or import taxes may apply based on your country’s regulations. Customers are responsible for these fees.
5️⃣ Product Information
- What materials do you use?
✅ Please look in the description of the products.
- How do I care for my product?
✅ Care instructions vary by product. You can find detailed care guidelines on product page, if any.
- Why are there grammar and spelling variations in some books?
✅ This is because majority of our books are written using British English with bit of mix of American English variations.
- Can I order just one card?
✅ Unfortunately, we only sell cards in sets of 10. At this time, we do not offer single-card purchases.
- Can I order children's storybooks quickly?
✅ Yes, softcover versions of non-personalised books are available on Amazon with option for prime delivery.
6️⃣ Contact & Support
- How can I contact customer support?
✅ For any enquiries, please email us at info@creativelaya.com by stating your questions. We aim to respond within 48 hours.
We do not entertain to scammers, spammers or basic please reply emails that do not even contain questions. We do not reply to email queries that do not seem genuine. Thank you!