Frequently Asked Questions

Do you ship worldwide?

At the moment I only ship items within the UK, including Northern Ireland and the Channel Islands.



How long does delivery take once you have dispatched my order?

Everything I make is carefully packaged and sent by First Class post with the Royal Mail. Most items arrive within 24-48 hours after I have dispatched them, although please do allow a week or more during busy periods.



How long after I order will my item be sent?

Every item is handmade to order by me in my studio. Please allow 10-15 working days for your item to be made and then dispatched to your address. If you have a tight deadline that is less than this time period then please do get in touch with me via the Contact Page on this website before you place your order and I will do my very best to accommodate you wherever I can.



How much is shipping?

All orders are sent by First Class post via the Royal Mail; there is a flat rate charge of £3.50 per order no matter how many items you order. This fee also covers packaging costs.



Do you sell to wholesale customers?

Yes, I do sell to wholesale customers, but as I am a one-woman business at the moment my capacity is quite small for producing work for wholesale. I do partner with some wonderful businesses though, which I really enjoy; if you have a shop and are interested in stocking my work then please do get in touch via the Contact Page to chat more with me.



Can I order something completely bespoke?

The vast majority of the products from Jane Kent Studio are already customisable and made to order, so you can choose colours and wordings when ordering through the website. If there is something completely bespoke you would like me to create I’m very happy to discuss your ideas and will try my best to create something totally unique for you. One thing though, while I am very happy to take on bespoke projects, there are certain times of year when the business is very busy (like Christmas) so I would not be able to take on these kind of projects then. The best thing is to get in touch with me using the Contact Page on the website and to give me as much notice as possible.



Can I return my order after it's been delivered?

As long as it’s within 14 days of receiving your order and the item was not a customised item (unless the item is faulty) then I do accept returns. Please contact me by email at janekent_studio@outlook.com with your order number and I will let you know the details of how to return your item and the address you need to send it to. Please note again, customised items are not eligible for returns unless they are faulty.



What exactly is free-hand embroidery?

Free-hand embroidery, also known as free machine embroidery or free motion embroidery is a sewing technique using a standard sewing machine to draw or write freehand with stitching, and without the use of computer programs. A specialised sewing machine foot is attached to the machine and you use your hands to guide the fabric and use the thread to write or draw your picture. It’s a very tricky skill to master, takes a lot of practice, but is really fun to learn. If you head over to my Instagram feed you’ll find lots of close up videos of me stitching in this way so you can get a better idea of the process.



Can I collect my order from you directly?

I do not arrange collections directly from my studio as it is based at my home, but if you wish to collect your order from an event I’m at then please let me know and I can arrange for your items to be ready for you to collect in person.



I made a spelling mistake on my customised order, what can I do?

As long as the item has not already been stitched, then I can make changes. Please get in touch as soon as possible by replying to your order confirmation email and I will amend your order. Unfortunately, if the item has already been stitched then I am unable to make amendments.



I’ve received my item but there is an error in the customisation.

Firstly, please don’t worry. Get in touch with me as soon as you can by replying to your order confirmation email (so that I have the correct details) and let me know what the mistake is and I will remake your order and get it to you as soon as I can. While I try my absolute best to make all your orders perfectly, I am only human and do occasionally make mistakes. Thank you for bearing with me, and your correct item will be with you very soon!



Can I send items directly to my friends or family?

Yes, of course you can. My items make lovely gifts for your friends and family so I have set things up to make it as easy as possible for you to give in this way. When purchasing a gift to be sent directly please make sure you tick the box which asks ‘Is this item a gift?”, which will then open further boxes for you to add the recipient’s details and a personal gift message which I will include for you. You can then add their address at the checkout under the Shipping Address. Please note that you will be charged shipping for each separate address.