FAQs

Orders and personalisation

• Can I choose custom colours?

Yes! Many of our products can be made in custom colours to suit your home, nursery or chosen theme. Place your order and send us a message with the colours you have in mind. We’re always happy to help if you’re unsure which shades will work well together.

• How do I send my colour choices?

You can include your colour choices in the order notes or contact us after ordering. Please include your order number so we can match your message to your order.

• Can I make changes after placing my order?

Please contact us as soon as possible. We’ll always try to help, but changes may not be possible once a personalised or handmade item has been started.

• Will my handmade item look exactly like the photograph?

Every item is made by hand, so there may be slight differences in shape, size or positioning. Colours can also appear slightly different depending on your screen settings. These small variations are part of what makes each piece unique.

• Can I send an order directly as a gift?

Yes. You can enter the recipient’s address at checkout. Orders are carefully presented, and no pricing information is included inside the parcel. Add a note at checkout if you would like a short gift message included.

Dispatch and delivery

• How long will my order take to make?

Estimated dispatch times are shown on each product page. Handmade and personalised products may take a little longer than ready-to-send items, especially during busy periods.

• How will I know when my order has been dispatched?

You’ll receive a dispatch confirmation by email once your order is on its way. Tracking information will also be included where the selected delivery service provides it.

• Do you offer international delivery?

Yes, Piglet&Chestnut products can be shipped internationally. Available delivery options and prices will be shown at checkout after you enter your address.

• What should I do if my order hasn’t arrived?

Please check your dispatch email and tracking information first. Delivery services can occasionally experience delays, particularly during busy periods. Contact us with your order number if your parcel is significantly overdue and we’ll look into it for you.

• What happens if I enter the wrong delivery address?

Contact us immediately. We may be able to amend the address if the order hasn’t been dispatched. Once a parcel has been sent, we cannot guarantee that the delivery address can be changed.

DIY craft kits

• Are your DIY kits suitable for beginners?

Yes. Our kits are designed to be approachable for complete beginners and include clear, step-by-step instructions. No previous macramé experience is needed unless the individual product description states otherwise.

• What is included in a DIY kit?

Each kit contains the materials needed to complete the project, along with instructions. The exact contents vary between designs, so please check the individual product page for a full list.

• Do I need any additional tools?

Most kits only require basic household items, such as scissors. Any additional tools or materials needed will be clearly listed on the product page.

• Are the kits suitable for children?

Our kits contain cords, small parts and other craft materials, so they are not toys. Children should complete them with appropriate adult supervision. Please check the individual product listing for any specific age or safety guidance.

• What should I do if I get stuck?

Please send us a message with a photograph of the stage you’ve reached. We’ll be happy to help you work out what has gone wrong and get your project back on track.

Returns and problems

• Can I return my order?

Returns depend on the type of product ordered. Please read our Returns Policy for full information and contact us before sending anything back.

• What if my order arrives damaged or incorrect?

We’re very sorry if something isn’t right. Contact us as soon as possible with your order number and clear photographs of the item and packaging so we can help resolve it.

Materials and packaging

• What materials do you use?

Many of our macramé products and kits use high-quality recycled cotton. Materials vary between products, so you’ll find more detailed information on each individual listing.

• Is your packaging recyclable?

We aim to use recyclable and plastic-free packaging wherever possible while still making sure your order arrives safely.

• How should I care for my macramé product?

Keep macramé items dry and away from direct heat. Loose fibres can usually be gently smoothed or combed into place. Please avoid pulling individual cords, and check the product listing for any item-specific care instructions.

Other enquiries

• Do you offer wholesale?

Yes. We offer competitive wholesale pricing across a selected range of Piglet&Chestnut products. Please visit our Wholesale & Collaborations page for more information.

• Do you accept bulk or bespoke orders?

We’re happy to discuss larger quantities, corporate gifting and bespoke projects. Lead times will depend on the product, quantity and level of customisation required.