FAQS
Shipping Policies
Q: How long will it take to receive my order?
A: Shipping times vary depending on your location and the product. Standard processing times are 3-5 business days, and delivery times depend on your country and can be extended during busy perioed such as Christmas.
Q: Do you offer international shipping?
A: Yes, we ship worldwide. Shipping rates and delivery times for international orders depend on the destination.
Q: Can I track my order?
A: Yes, once your order is shipped, you will receive a tracking number via email.
Returns and Refunds
Q: What is your returns policy?
A: We accept returns within 14 days of receipt for unused and undamaged items. Custom-made products are non-returnable unless they arrive damaged or defective.
Q: How do I request a refund?
A: Please contact us with your order details and the reason for your return. Approved refunds will be processed within 5-7 business days of receiving the returned item.
Q: What if my item arrives damaged?
A: If your item is damaged during shipping, please contact us within 48 hours of receiving the item with photos of the damage.
Compliance with General Product Safety Regulations (GPSR)
Q: Are your products compliant with EU and Northern Ireland’s GPSR?
A: Yes, all our products comply with GPSR standards. Food-safe silicone moulds and other items meet strict safety and quality guidelines.
Q: Where can I find more information about your EU representative?
A: Our EU representative is:
EU RP (for authorities only)
eucomply OÜ
Pärnu mnt 139b-14
11317 Tallinn, Estonia
hello@eucompliancepartner.com
+33 757 690 241
Silicone Moulds
Q: Are your silicone moulds food-safe?
A: Yes, our silicone moulds are made from food-grade silicone and are safe for use between -5°C to 220°C.
Q: How should I care for my silicone moulds?
A: Please refer to our care instructions to prolong the life of your moulds. Avoid scrubbing, keep them stored flat in a cool, dry place, and wash them with warm soapy water.
Q: Can I use silicone moulds for resin crafting?
A: Yes, but we recommend using a mould release agent to prolong the mould’s life and facilitate easier removal. We also do not recommend using UV resin with our coloured moulds as this requires an in depth curing process. We can make translucent molds though so drop us an email if you require this option.
Q: Can I customize a silicone mould?
A: Absolutely! We offer custom mould-making services. Note that moulds created from 3D prints are not shiny by default unless an additional finishing process is specified. To start the process of getting a custom made mould please fill out the request form.
3D Printing
Q: What is 3D printing, and how does it work?
A: 3D printing is a manufacturing process that creates objects layer by layer from a digital file. We use FDM and resin printing to produce high-quality items.
Q: What will my 3D-printed parts look like?
A: FDM prints may have visible layer lines, giving a textured appearance. Resin prints have a smoother finish but may still have some faint layer lines. This should be taken into consideration when planning your mould.
Q: Can I order custom 3D-printed designs?
A: Yes! Send us your design or idea, and we can bring it to life. Additional finishing options, such as smoothing or polishing, can be arranged upon request.
Q: Are moulds made from 3D prints shiny?
A: Moulds made from 3D prints are not shiny by default. If you require a shiny finish, please specify this when ordering, as it involves an additional finishing process.
Contacting Us
Q: How can I contact you for more information?
A: You can reach us through our Contact Us page, or email us directly at admin@designedwithatwist.com. We’re happy to assist you with any questions or concerns.
Q: What are your customer service hours?
A: Our team is available Monday to Friday 10am to 4:30pm
If you cannot find your query here please do not hestitae to contact us here admin@designedwithatwist.com
