At Rare Souvenirs we believe every inquiry is the beginning of a story. Whether you are tracking a parcel, inquiring about a commission, or seeking more information about a product process, our team is here to assist. Please use the form below for general inquiries regarding our collections. Our support team review every message to ensure your quest for the extraordinary is met with the attention it deserves.
Contact Details
Direct Email: info@raresouvenirs.com. For order inquiries, please include your Order Number in the subject line for faster service.
Business Hours: Monday — Friday: 09:00 – 17:00 (GMT). We aim to respond to all inquiries within 48 hours when necessary.
Frequently Asked Questions (FAQ)
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FAQ
1. When will I receive my confirmation email? +
You should receive an automated confirmation email immediately after your order is placed. If it hasn’t arrived within 15 minutes, please check your ‘Spam’ or ‘Promotions’ folder.
2. Where are Rare Souvenirs products made? +
Every artifact is hand-cast, patinated, and finished in our artisan studio located in the heart of Edinburgh, Scotland.
3. How long does it take to prepare my order? +
As we hand-finish many items to order, please allow 3–5 business days for our studio to prepare your artifact for dispatch.
4. How long does shipping take after dispatch? +
UK delivery typically takes 1–2 business days. International shipping generally takes 7–14 business days.
5. How do I track my parcel? +
Once dispatched, you will receive a Shipping Confirmation email containing a Royal Mail tracking number.
6. Why hasn’t my tracking number updated yet? +
Tracking data can take up to 24 hours to sync with the courier’s system after the package leaves our studio.
7. What is your refund and returns policy? +
As items are hand-finished specifically for you, we only accept returns for items damaged in transit.
8. What if my item arrives damaged? +
Please contact us within 48 hours of receipt with clear photographs of the damage and packaging.
9. Can I change my delivery address? +
Address changes are only possible before dispatch. Please contact us immediately if you made an error.
10. Is the packaging suitable for gifting? +
Yes. All artifacts arrive in our signature boxes with custom protective cushioning.