Frequently Asked Questions
Welcome to EB Boutique. Here you'll find answers to frequently asked questions about our handmade products, ordering process, delivery services, returns and more. If you can't find the information you're looking for, please don't hesitate to get in touch.
About EB Boutique
Where are your products made?
Every EB Boutique product is individually handmade in our studio in Hertfordshire, England. We take pride in creating distinctive accessories and homeware that combine beautiful fabrics, imaginative designs and exceptional craftsmanship.
Who makes your products?
All our products are handmade by Eva Black, a professional tailor with over 20 years of experience working with prestigious tailoring houses on London's Savile Row. This expertise is reflected in the care, precision and attention to detail that goes into every item.
What makes EB Boutique different?
Unlike mass-produced accessories and homeware, every EB Boutique product is individually handmade to order. Our collections combine distinctive designs, carefully selected fabrics and professional tailoring expertise, creating beautiful and unusual pieces that you won't typically find on the high street.
Ordering & Customisation
Are your products made to order?
Yes. Every item is individually handmade after your order has been placed. This allows us to maintain our standards of craftsmanship while offering a wide variety of designs across our collections.
How long does it take to make my order?
Please allow up to 14 days for your order to be handmade and prepared for dispatch, although most orders are completed considerably sooner.
Occasionally, we may need to source particular fabrics from our overseas suppliers, which can extend production times. Our 14-day allowance helps accommodate these circumstances.
If you're ordering for a birthday, anniversary or another special occasion, please contact us before placing your order. We'll do our best to accommodate your deadline.
What happens if my order takes longer than 14 days to make?
Occasionally, a delay with a fabric supplier may extend production beyond our usual 14-day timeframe. If this happens, we'll contact you to explain the situation and offer you the choice of waiting for your order or cancelling for a full refund.
Can I request a custom design?
Absolutely. We welcome enquiries about bespoke designs, alternative fabrics, different dimensions and other personalisation requests.
If you have something particular in mind, please get in touch to discuss your requirements.
Can you make items that aren't listed on your website?
Yes. Our tailoring expertise extends beyond the products featured in our online collections.
Whether you're looking for a bespoke accessory, an unusual gift or a completely different handmade item, we're happy to discuss what's possible.
Can I order several products featuring the same design?
Of course. Many of our designs are available across different product categories, allowing you to create matching accessories, coordinated gifts or complementary items for your home.
If you can't find a particular design on the product you'd like, please contact us to discuss the possibilities.
Can I change or cancel my order?
For standard products, we're happy to accommodate changes or cancellations before dispatch. Please contact us as soon as possible if you'd like to amend your order.
Genuinely bespoke, personalised and made-to-measure products cannot ordinarily be cancelled once production has begun, although this does not affect your statutory rights where an item is faulty, incorrectly described or otherwise does not conform to your order.
Eligible standard products are also covered by statutory cancellation rights, as explained in our Returns & Refunds section below.
Do you accept wholesale or bulk orders?
We welcome enquiries about larger orders, although availability and production times will depend on the products, quantities and fabrics required.
Please contact us with details of your requirements, and we'll be happy to discuss what's possible.
UK Delivery
How long will my order take to arrive?
As every product is handmade to order, please allow up to 14 days for production before dispatch. Most orders are completed much sooner.
Once your order has been dispatched, delivery times will depend on the Royal Mail service used.
Which delivery service do you use?
We exclusively use Royal Mail for all UK and international deliveries.
Bookmarks and lens cleaning cloths are normally sent using Royal Mail Second Class, while our other products are dispatched using Royal Mail Tracked 48.
How much does UK delivery cost?
Our delivery charges are based on Royal Mail's postage rates, taking into account the size and weight of your order.
The applicable delivery charge will be displayed during checkout before you complete your purchase.
Can I track my order?
Orders dispatched using Royal Mail Tracked 48 include tracking information.
Bookmarks and lens cleaning cloths sent by standard Second Class post do not include full tracking.
Do you offer express delivery?
Yes. If you need your order urgently, please contact us before placing your order.
Express delivery options and charges depend on the Royal Mail service required and the size and weight of your parcel.
As our products are handmade to order, express postage does not automatically mean express production. However, we'll always do our best to accommodate special occasions and urgent requests.
What happens if my order is lost in transit?
If your parcel is confirmed lost in transit, we'll arrange a full refund.
Please contact us if your order hasn't arrived within the expected delivery period so we can investigate with Royal Mail.
International Delivery
Do you ship internationally?
Yes. We ship to countries around the world, with the exception of European Union member states.
International delivery availability and charges will be displayed during checkout.
How much does international delivery cost?
International postage charges are based on Royal Mail's rates for the destination country and the size and weight of your order.
Additional customs-related charges or tariffs may apply to certain destinations, including the United States.
How long does international delivery take?
International delivery times vary depending on the destination, local postal services and customs procedures.
Please remember that our handmade production period of up to 14 days applies before international orders are dispatched.
Delivery estimates are not guaranteed, particularly where parcels are subject to customs processing.
Can I track my international order?
Our standard international delivery service is Royal Mail International Standard, which does not include tracking.
If you'd prefer a tracked delivery service, please contact us before placing your order. Royal Mail International Tracked is available on request for an additional charge, depending on the destination and parcel weight.
For smaller, lower-value purchases, international tracked postage can sometimes cost considerably more than the item itself, so we offer it as an optional service rather than including it as standard.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, tariffs or handling fees, depending on the destination country and applicable regulations.
Any applicable charges will be reflected in the delivery price where collected in advance. Additional charges imposed by customs authorities or local delivery services may be payable by the recipient.
We recommend checking your country's import regulations before ordering.
Returns, Exchanges & Refunds
Do you accept returns?
Because our products are individually handmade, we do not offer discretionary returns or exchanges simply because a customer changes their mind.
However, customers purchasing eligible standard catalogue products online have statutory cancellation rights under UK consumer law. These generally allow you to cancel within 14 days of receiving your goods, even when the item was handmade after you placed your order.
You must notify us within that period if you wish to exercise your right to cancel. You then have a further 14 days to return the goods.
Genuinely personalised, bespoke and made-to-measure products are generally excluded from these change-of-mind cancellation rights.
None of these restrictions affects your statutory rights if an item is faulty, damaged, incorrectly described or otherwise does not conform to your order.
Can I return a personalised or made-to-measure item?
Genuinely personalised, bespoke and made-to-measure products are normally non-returnable and non-refundable where the customer simply changes their mind.
However, if an item is faulty, damaged, incorrectly made or does not match the agreed specifications, your statutory consumer rights remain fully protected.
What if my order arrives damaged or defective?
We take great care when making and packaging every order. However, if your item arrives damaged or has a manufacturing defect, please contact us as soon as possible with your order details and photographs of the problem.
We'll assess the issue and arrange an appropriate remedy, including a repair, replacement or refund in accordance with your statutory rights.
What if I receive the wrong item?
If we've accidentally sent you an incorrect product, please contact us and we'll arrange a replacement or refund.
Any reasonable return postage costs resulting from our mistake will be covered by EB Boutique.
How do I return an item?
If you wish to return an eligible item, please contact us first through our website's Contact page, providing your order number and the reason for your return.
Returns should be sent to:
Eva Black
13 Brookside Court
Brook Street
Tring
Hertfordshire HP23 5PF
United Kingdom
Please package returned items securely and retain proof of postage. Contacting us before returning an item allows us to assist with the process, but does not affect your statutory cancellation rights.
Who pays for return postage?
If you're exercising your statutory right to cancel an eligible order because you've changed your mind, you're responsible for the direct cost of returning the item, provided this was explained before purchase.
If an item is faulty, incorrect or otherwise does not conform to your order, we'll cover reasonable return postage costs where a return is necessary.
Do you offer exchanges?
We don't operate a standard exchange service for change-of-mind purchases.
However, if you'd like to exchange an item for a different design or product, you're welcome to contact us. We'll consider individual requests where possible, without affecting your statutory rights.
How long do refunds take?
Where a refund is due following a valid cancellation, we'll process it in accordance with applicable consumer law, generally within 14 days of receiving the returned goods or receiving evidence that they've been sent back, whichever is earlier.
Where goods have not yet been dispatched, refunds following a valid cancellation will normally be processed within 14 days of being notified.
For eligible cancellations, refunds include the original standard delivery charge where required by law. Additional charges for premium or express delivery services are not ordinarily refundable beyond the cost of standard delivery.
Refunds will ordinarily be issued to the original payment method. The time taken for the funds to appear in your account may depend on your payment provider.
Product Information & Care
Will my product look exactly like the photographs?
We make every effort to ensure our product photographs accurately represent the designs, colours and materials used. However, some variation is unavoidable due to differences in fabrics, printing processes and individual screen settings.
For example, satin generally produces sharper, brighter and more vibrant prints than cotton, which tends to have a softer, more textured appearance.
The scale of a design can also affect its appearance. Intricate patterns reproduced on smaller products, such as bookmarks, may display less fine detail than the same design printed on larger items, such as tea towels.
Even when using the same fabric supplier, design and print scale, subtle differences in colour intensity, sharpness and overall print quality can occur between production batches due to variations in the printing process.
These characteristics are part of working with printed textiles and do not necessarily indicate a manufacturing defect.
Will there be slight differences between handmade products?
Yes. Because every item is individually handmade rather than mass-produced, minor variations in stitching, dimensions, pattern placement and finishing may occur.
These small differences contribute to the individual character of handmade products. However, they should not be confused with manufacturing defects, and your statutory rights remain unaffected.
How should I care for my satin scarves and neckerchiefs?
Our satin products can be machine washed on a cool, gentle or delicate cycle using a phosphate-free detergent.
Tumble dry on a low temperature setting and iron on the reverse side of the fabric only, to help protect the printed design.
Some shrinkage may occur during washing, so we recommend following these instructions carefully to maintain the fabric's appearance and dimensions.
How should I wash my cotton tote bags and tea towels?
Our lightweight cotton twill products can be machine washed on a cool, gentle or delicate cycle using a phosphate-free detergent.
Tumble dry on a low temperature setting and iron on the reverse side of the fabric to protect the printed design. Dry cleaning is also an option.
How should I care for my lens cleaning cloth?
Our lens cleaning cloths are made from Sports Piqué fabric, which can be machine washed on a cool, gentle or delicate cycle using a phosphate-free detergent.
Tumble dry on a low temperature setting and iron on the reverse side of the fabric only.
Avoid fabric conditioner, as it may leave a residue that affects the cloth's cleaning performance.
How should I care for my cosmetics bags and purses?
We recommend gently spot cleaning the exterior fabric with a soft, damp cloth and a small amount of mild detergent.
Avoid soaking, machine washing or tumble drying, as these may affect the bag's shape, printed design or duchess satin lining.
Allow the bag to dry naturally before storing or using it again.
How should I care for my handmade bookmarks?
Our bookmarks are made from Petal Signature Cotton®. Although this fabric can be machine washed on a cool or warm, gentle or delicate cycle using phosphate-free detergent, we recommend gentle spot cleaning for finished bookmarks to help preserve their shape.
If ironing is necessary, iron on the reverse side only.
Will my products shrink when washed?
Some shrinkage may occur during the printing process or subsequent washing. We recommend following the care instructions for each fabric, using gentle washing cycles and avoiding excessive heat to help preserve the product's original appearance and dimensions.
Gifts & Customer Service
Are your products suitable as gifts?
Absolutely. Our handmade accessories and homeware make thoughtful gifts for birthdays, anniversaries, Christmas, Mother's Day and many other occasions.
With a wide selection of distinctive designs, there's something to suit a variety of tastes and interests.
Can I send an order directly to someone as a gift?
Yes. Simply enter the recipient's address as the delivery address during checkout.
If you have any special instructions, please contact us before placing your order.
Do you offer gift wrapping?
Yes. We're delighted to offer complimentary gift wrapping for our handmade products, making them perfect for birthdays, anniversaries and other special occasions.
Gift wrapping is included at no additional cost with all eligible products, with the exception of bookmarks and lens cleaning cloths.
Will I receive an order confirmation?
Yes. Once your order has been successfully placed, you'll receive an order confirmation by email using the address provided during checkout.
Please check your spam or junk folder if the confirmation doesn't appear in your inbox.
Are payments secure?
Payments are processed through Shopify's secure checkout system and its supported payment providers.
EB Boutique does not directly handle or store your full payment card details.
How can I contact EB Boutique?
You can get in touch through the Contact page on our website.
Whether you have a question about an existing order, would like to discuss a bespoke commission or simply need some advice before purchasing, we're always happy to help.
How quickly will you respond to my enquiry?
We aim to respond to all customer enquiries within 48 hours.
During particularly busy periods, responses may occasionally take a little longer, but we'll always do our best to get back to you as quickly as possible.