Response

Silk Purse, Sow's Ear

Response

Standard Responses Templates


Unofficial Typical Delivery Timescales

UK: Within one week
Europe: Usually within 1-2 weeks, certainly within 3 weeks
US, Canada & Australia: Usually 2-3 weeks, always within 4 weeks
Rest of World: Within 3-4 weeks, never longer than 5 weeks

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Automatic Dispatch Email (Etsy)

Hi there, and thanks for your order. I can confirm that it will be posted today, so should be with you soon. To give you a better idea of delivery, here are some shipping guidelines.

US and Australia: 10-21 days
Europe (exc UK): 7-14 days
UK: 3-7 days
Other Places: 14-21 days

These are just guidelines. If you have any questions about shipping, or anything else to do with your order, please do contact me.

Thanks again!
Eilidh @ Silk Purse, Sow's Ear

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Generic holding email*:

*** Remember to mark any emails you aren’t able to resolve as unread and put a note about it in the diary! ***

Hi [Name]

Thanks for your message. Eilidh, who runs Silk Purse, Sow’s Ear, will be out of the studio for the next week and she’s really the best person to respond to your query.

I have made a note of your details and we will get back to you as soon as Eilidh is back in the studio, on [XXX DATE XXX].

Really sorry I can’t help, but will definitely be back in touch as soon as we can. Hope this is okay!

Becky :)

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Where’s My Order? (Still within expected delivery timescales)

Hi [XXXXX]

I’ve just checked and can confirm that your order was posted on [XXXXXXXXXX].

Most packages take around 3 weeks to arrive in the US, so I would expect your order to arrive over [the next week or so]. Sorry I can't be more precise than this! It seems to vary a little, but the mail service is excellent and it's extremely rare for something to go missing or be unduly delayed.

Unfortunately I don't have international tracking because this is a really expensive service in the UK.

I hope this helps a little!
Becky :)

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Where’s My Order (outwith expected delivery timescales)

Hi [XXXXXXX]

I’ve just checked and can confirm that your order was posted on [XXXXXXXXXX].

Most packages take around 3 weeks to arrive in the US, so your order should definitely have arrived by now. I’m really sorry but it looks as
though it may have been lost or damaged in transit.

Can I please ask you to confirm that the following shipping address is correct:

[PASTE THEIR SHIPPING ADDRESS FROM THEIR ORDER HERE]

If these details are correct, I can either send a replacement or can issue a full refund. It is entirely your choice, so just let me know what you’d prefer to do.

I’ll wait to hear from you, and I’m really sorry about this.
Becky :)

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Item I have received is faulty

For UK BASED customers only:
Hi [XXXX],

I am so sorry that the [NECKLACE] you received is faulty. I will send another [LOCKET/NECKLACE] today with an SAE for you to return the faulty one. All you need to do is pop it into a postbox. You can expect your replacement to arrive in 3-4 days.

I will be sure to check this item thoroughly before sending.

Hope this helps, and apologies once again
Becky :)

For INTERNATIONAL customers:
(Unless it is clear from their message that the item is no longer wanted / required, we should always aim to send another locket rather than issue a refund.)

Hi [XXXX],

I am so sorry that the [NECKLACE] you received is faulty. I will send another out today, so hopefully it will be with you very soon. I will be sure to check it very thoroughly before I sent it out.

I will wait to hear back from you, and apologies once again
Becky :)

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Customer wants to return item (NOT FAULTY)

Hi [XXXXXXXX]

Really sorry to hear that your order wasn’t what you were expecting.

Of course, you can return it for a refund to:

Silk Purse, Sow’s Ear
64 (2F2) Polwarth Gardens
Edinburgh
EH11 1LL

Just remember to include a note inside with your name and address, so we’ll know who it’s come from.

If the original box is used with no additional padding, *large letter* stamp will be sufficient postage and costs less than £1. Please do not return items to me via Special Delivery - if you have a proof of postage I will honour any items lost in transit.

Hope this helps
Becky :)

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Can I have customisation on my order? (Etsy)

Hi there

Of course, that's no problem at all. Just remember to add your requirements in the "Notes to Seller" box when checking out and we will make sure it's done!

Hope this helps :)
Becky

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How can I put photos into my locket?

Hi [XX NAME XX]

To add photos, what I do is get a piece of plain white paper, put it on top of the photo section of the locket and use a pencil to draw/rub a rough template or imprint of the inside photo section of the locket.

I then gradually cut to size by initially cutting it too large, then shaving off very little bits at a time, until it's a perfect fit. The trick is not to take off too much at any one time, in case it ends up too small! You will end up with a template you can use to cut your photos.

For the photos, the same rule applies: cut the pictures slightly larger than needed to begin with, and gradually take off tiny slithers until it's a perfect fit. It doesn't actually take too long, but I do find this is the best technique for getting them just right.

I would either use PVA glue or a dab of pritt stick to hold the photo in place. Be careful not to use a glue that might cause the ink in your photo to run. Anything very runny such as superglue generally won't be a good idea.

Hope this helps! It's much easier than I've made it sound! Just wanted to be really thorough.

We’ve had feedback from several customers that they've managed without trouble using this technique - but please do get back in touch if you have any difficulties.

Thanks

Becky :)

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I want to buy but don’t have a PayPal account /Can I pay by credit card/Payment problems

Hi there

We do need payments to be made via Paypal, but it is possible to pay as a 'guest' with a credit card without actually having to set up an account. I have included instructions about how you can do this below, in case you would be happy to do this.

Hope this helps :)
Becky

Step 1
Click on the PayPal link on the merchant's website. Depending on how the website is designed, you may have to choose a "PayPal" option from a payment type selection screen, then click "Continue" or "Submit" before you can move on to the PayPal payment screen.

Step 2
Look for a section on the payment screen that reads "Don't have a PayPal account?" You should see a link titled "continue checkout" somewhere in this section. Select this link to open the credit card input screen.

Step 3
Enter your personal information, billing address and credit or debit card information into the appropriate lines on the input screen. Click the "Review Payment" button when you are done.

Step 4
Review the payment details displayed on the screen to make sure everything is correct. If you need to edit any of the information, click the "Change" button at the bottom of that section. When you are satisfied that your credit or debit card information is accurate, click the "Pay Now" button to finalize your payment.

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Item of customer’s order is out of stock

Hi [NAME]

Thanks so much for your order. We have just started putting it together and have noticed that unfortunately our last [XXXXX] are/is damaged and cannot be sent. I am so sorry about this. Would you like to be refunded for the item, or would you prefer to choose something else from the shop?

http://www.silkpursesowsear.com/products

[The rest of your order is all ready to send!]

I'll wait to hear about what you'd prefer to do.

Becky :)

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Asking if they can get their order by a certain date (OFFERING SHIPPING UPGRADE)

IF THEIR ORDER IS WORTH MORE THAN £80 *AND* THEY ALSO NEED IT QUICKER, WE CAN OFFER THEM A FREE POSTAGE UPGRADE if there isn’t time for them to pay.

IF THEY HAVEN’T ORDERED YET:
Hi there

We post twice a week, on Tuesdays and Thursdays.

If you would like me to send via Special Delivery (guaranteed next day) / International Priority, please can you make sure you purchase this upgrade:

www.etsy.com/uk/listing/100107311/faster-shipping-priority-post-upgrade

If you are in the UK, this will upgrade your order to Special Delivery, guaranteed next day by 1pm.

If you are outside the UK, this will upgrade your order to a Priority Tracked service which will take approximately one week from posting.

Hope this helps
Becky :)

IF THEY HAVE ALREADY PLACED AN ORDER:
Hi [NAME]

*** FOR UK BASED CUSTOMERS ***
We post orders twice a week, and typically they take 2 days to arrive at a UK address.

If you would like me to send via Special Delivery (guaranteed next day) please can you make sure you purchase this shipping upgrade [before 8am tomorrow / give them a deadline]. Sorry that this timeframe is tight – we just want to avoid any further delay in processing your order.

www.etsy.com/uk/listing/100107311/faster-shipping-priority-post-upgrade

Otherwise, if I don’t hear back from you, I will make sure it goes out this afternoon via standard mail, without delay!

Hope this helps
Becky :)

Hi [NAME]

*** FOR NON-UK BASED CUSTOMERS ***
We post orders twice a week, and typically they take 2-3 weeks to arrive at a US address.

If you would like me to send via Priority International Shipping (which takes one week) please can you make sure you purchase this shipping upgrade [before 8am tomorrow / give them a deadline]. Sorry that this timeframe is tight – we just want to avoid any further delay in processing your order.

www.etsy.com/uk/listing/100107311/faster-shipping-priority-post-upgrade

Otherwise, if I don’t hear back from you, I will make sure it goes out this afternoon via standard mail, without delay!

Hope this helps
Becky :)

OR

Hi there

Sorry for the delay in getting back to you about this – we work part time, so are only picking up your message now.

We will make sure that your order is posted today without delay, so I think it should be with you in plenty of time.

Hope this helps!
Becky :)

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You can’t come to collect your order from here!

Hi [NAME]

Sorry, but our studio is based within private premises and we work part time, so it wouldn’t be possible for you to collect in person.

We post on Tuesdays and Thursdays, and would definitely make a point of posting ASAP, if you still wanted to go ahead with your order.

Really sorry we can’t help,
Becky :)

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Have you received my return/When will I get my refund?

Before replying, please check through the outstanding returns and confirm that we have actually received it in the post. Below are replies for if we have, and if we haven’t)

If received it back
Hi there

Sorry for the delay in getting back to you! I can confirm that we have received your returned item and you will be issued with a refund shortly. We typically process refunds every two weeks, so you can expect your refund to be processed within this timeframe.

Hope this is okay for you,
Becky :)

If not received it back
Hi [CUSTOMER NAME]

I have checked and unfortunately we don’t seem to have received your return yet. Can you please let me know the date that it was posted? And do you have any proof of postage? If so, it would be useful if you could attach a copy of it.

I’ll wait to hear back from you,
Becky :)

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Do you offer trade/wholesale?

(I have included a NO response, and a YES response)

No response
Hi [NAME],

Thanks so much for getting in touch. Unfortunately, because we’re going through a particularly busy period right now, we are unable to offer wholesale rates just at the moment.

Really sorry we can’t help
Becky :)

Yes response
Hi there

Thanks so much for getting in touch. Yes, we do accept wholesale orders. The best way to proceed is for you to email a list of the designs you’re interested in, and the quantities you would require. A rough idea is fine at this stage!

We will then get back to you with our Trade Prices. Because much of our stock is limited run, our Trade Prices are done on a bespoke basis.

Hope this helps, and to hear back from you soon.

Becky :)

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How do I send in photos for album lockets?

Hi there,

Thank you for your order. All you need to do is now is message me with your chosen images, in the best resolution you have, and I will take care of the rest! In terms of picture quality, most photos taken on smartphones will be perfectly fine!

Some Tips for Choosing a Good Photo:

- Consider the shape of the locket, and how your photo might fit into that shape.
- Some background (as much as possible!) is helpful - it might be difficult to work with a photo which is cropped very closely.
- Very pale, 'washed out' or overexposed images won't work very well.

Please allow up to 7 days after submitting your images until your locket will be ready to post.

Eilidh

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Reminder to Customer to Send us Personal Message

Hi there

Thank you for ordering a Book [OR ENVELOPE] Locket from me! Just to remind you that if you would like your book to have a personal message inside, you need to message me before GMT.

Otherwise the message inside your book will read:

I like books better than people.

Thanks :)
Eilidh x

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Christmas Globe message

Hi there

Thanks very much for your order of a Map Locket. I noticed that you had asked for it to be posted ASAP, so wanted to let you know that there is a delay of around one week before we will be able to dispatch this design. I did mention this in the description, so I'm really sorry if you didn’t pick up on this.

We are hoping to dispatch the lockets by Monday 5th December at the latest, which is still within Royal Mail’s deadline for Christmas delivery. However, I am not able to absolutely guarantee this as it sometimes takes 3 weeks for things to arrive in the US.

We will definitely post your locket as soon as we can, but if you need to cancel please let us know as soon as possible.

Hope this is okay,
Eilidh x

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