FAQs

Can I visit your studio?

 

Unfortunately, our studio is not open to the public, but we do have a physical store. We are located at Unit 11 Copeland Park, 133 Copeland Rd, London SE15 3SN. Opening hours are 11-6, Thursday to Sunday.

 

I see you're on Etsy too - where is the best place to buy?

 

Please shop directly with us! All items are shipped by us from the same location, the only difference is that when you shop with Etsy, we have to pay higher fees! So if you want to support us, please shop here on our website. 

 

Do you do commissions and collaborations?

 

We’ve designed co-branded collaborations for companies like Pinterest, The Hoxton and Kitchen Provisions. If there’s something you have in mind, send us an email at hello@the-completist.com. Unfortunately, we cannot make completely bespoke product, and we cannot coordinate production for other companies. Please also keep in mind if you do have any ideas, we'll need a couple of months to make them happen!

 

Unfortunately, we do not do collaborations with influencers. We also do not collaborate with other designers (this includes putting other people’s designs on our product).

 

 

Can you do bespoke product?

 

Unfortunately not – we have to produce certain numbers of our product in order to make it work cost-wise. This means it’s impossible to create a one-off item. So unfortunately we’d be unable to make your dream planner!

 

 

Do you take wholesale orders?

 

Absolutely. Go here the request access. Please note we are currently not taking on any more online only stores.

 

Please note that we do not allow for people to buy our product retail (ie, through our website) to be resold. You must apply with us to be an authorised reseller, this includes gift boxes/edits. We need to approve people that are selling our product.

 

 

Careers? Internships?

 

Unfortunately we do not offer internships (paid or unpaid). We occasionally need extra admin help in the studio, which we will advertise on our instagram. We do not hire/work with/collaborate with other designers/design studios.

 

 

Press Contacts?

 

Email pressoffice@the-completist.com

 

 

Delivery & Returns

 

*1st JULY UPDATE*

Please note that as of July 1st 2021, all orders to the EU up to a value of €150 (including shipping) will have delivery duties paid, meaning there won't be any charges for you upon delivery. Hooray!

 

We ship orders daily, so if you haven’t received an order complete email, please check your junk mail - the order complete emails sometimes end up there.

 

DECEMBER 2022 UPDATE

Due to numerous Royal Mail strikes, we are seeing intermittent delays with post. We understand this is really frustrating! But please be patient - items have been arriving, but delays are common at the moment. 

We are not responsible for postal delays - if you do not select a tracked service, we have no visibility on where your order is, so we highly recommend paying for a tracked service. Even with tracked parcels, not all of them are being scanned at the moment. Please also note that the Royal Mail sorting offices are closed until January 3rd.

At the moment, we are asking all customers with delayed parcels to wait 10 working days minus strike days (UK) and 30 working days minus strike days (rest of the world). If you email us for info, please remember to be polite - we want you to get your order as much as you do! 

 

UK orders:

If you have selected standard or free shipping, your order will be sent via 2nd class Royal Mail - it is not tracked. Items sent via Royal Mail usually arrive in 2-3 working days but can take up to 10 working days to arrive. We strongly recommend choosing a tracked service - items are very rarely lost, but having tracking will give you peace of mind. We cannot track an order on standard post once it is sent.

You will be able to register for tracking updates through Shop App, but please note you will ONLY get these if you have selected tracked shipping.

Please do wait 10 working days before emailing to chase an order!

International orders:

We offer shipping with Royal Mail and DHL. Depending on your location, Royal Mail can take anywhere from 5-10 working days (EU) to 6 weeks (South America). Choosing DHL will give you a fully tracked service and faster shipping.

Please email studio@the-completist.com if you have any questions.

 

 

I live near Peckham! Can I collect my order?

 

Yes! Please select 'local pickup' at checkout, and we'll email you with instructions when it's ready.

 

 

How long does it take for you to ship my order?

 

All items will be shipped same day if ordered before 12pm GMT Monday to Friday or next day/working day if after. In the UK your order will ship via Royal Mail 2nd class, and isn’t tracked. It usually takes 2-3 days to arrive, but in some cases can take up to 10 working days. We have tracked options available at checkout - we highly recommend you choose one of these!

 

Phone cases are made to order, so they ship in 5-7 days.

 

Haven’t received a confirmation/dispatch email?

 

Please check your junk mail – sometimes the emails end up there! Otherwise, please email studio@the-completist.com

 

 

Order hasn’t arrived?

 

Feel free to contact studio@the-completist.com if you’re worried your order has gone missing in the post. But please, remember we are a small business – the person who designs the product is the same person who packs/sends your order and also receives/answers the email – please be polite! Please note – Royal Mail is not considering items ‘lost’ until 10 working days after they’ve shipped (for UK orders), and we’ve seen orders take even longer than that, in rare instances.

 

 

How do you ship my order?

 

We ship everything via Royal Mail, unless you choose DHL express delivery. For international orders, you will receive email tracking details – please check your junk mail if you haven’t received it.

 

 

Do you ship internationally?

 

Yes! International shipping costs are calculated at checkout.

 

 

Why is shipping to the USA so expensive?

 

Unfortunately, Royal Mail recently nearly doubled their shipping costs for items going to the USA and we’ve been forced to pass this on. We don't make any money on shipping costs - we've tried to keep it as cheap as possible for you!

 

What if I want to return my order?

 

No worries! We accept returns within 14 days of delivery. Just send us an email to let us know at hello@the-completist.com before you send it. Buyers are responsible for any return shipping costs and items must be in original condition and include all original packaging.

 

 

Discount codes?

 

We are aware that some coupon sites have discount codes for us posted – we’ve tried to get them taken down but to no avail. Unfortunately we cannot honour any discount codes that are posted on 3rd party websites, as they’re often listed with incorrect expiry dates.

 

We don’t want you to be disappointed, so please make sure you’re following us on instagram (@the.completist) – we only post discount codes there!

 

 

Germany - Verpackungsgesetz (LUCID Packaging Register)

On January 1, 2019, Germany’s Packaging Act (VerpackG) came into effect, imposing requirements on online retailers (including Etsy shops) selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).

The Completist Ltd is registered with LUCID, which is the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR).

Producers/distributors pay a license fee to the dual system for the collection, sorting and recycling of the packaging they introduced to the market. Our Dual System partner is Activate by Reclay.

Please recycle when you can. Thank you.

Good to know –

 

International buyers are responsible for any import duties and taxes. We send all international orders tracked so you know where it is. Sometimes there are pesky delays with customs – these things are out of our hands, so we can’t be held responsible for them.

 

 

What do you do with my information?

 

Your privacy is important to us too. To read our full privacy policy, please visit the-completist.com/privacy-policy.

 

 

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