shop & order f.a.q.

HOW LONG ARE YOUR PROCESSING TIMES?
I ship from Austria, Europe and in order to offer affordable shipping fees, I have to collect a bunch of orders and send them out all at once.

This means that the processing time for your order can be anywhere between same-day and 10+ business days, depending on when your order was placed.
If you need something urgently, feel free to write to me about when my next shipping day is, and possible express shipping options.

WILL I GET A TRACKING NUMBER?
I offer a cheaper but untracked shipping option as well as a tracked, more expensive one. It is up to you to choose which one you prefer.

A tracking number adds the possibility for you to always check where your order currently is and when it may arrive.
It also speeds up the process when your order is delayed because I can just request an investigation from the post office and they immediately see what happens to the parcel.

When getting an untracked order, I have to ask you to wait until the maximum possible wait time has passed, to make sure your order is lost and not just delayed.
After that I reship it or refund you.
(Some products or orders will get mandatory tracked shipping.)

WHY SHOULD I BUY HERE INSTEAD OF ETSY/STORENVY/EBAY?
I will be putting some future products here only, no longer on the other platforms, because fees are just getting too much for me. The prices here will always be the most accurate and thus lowest.
If you have any doubts about my service, products, or seller status, please feel free to look at my Etsy reviews! Here, you get the same customer service from me, but you are buying directly from the artist instead of giving big, greedy corporations fee money.

CAN I RETURN / EXCHANGE MY ORDER?
I accept returns and exchanges from customers within the European Union within 14 days.
I do not accept returns or exchanges from outside of the EU.
Please ALWAYS make sure you like and want the product before placing your order, or contact me with any questions or concerns you have beforehand!
I will gladly provide any needed information or additional photos.
In all cases, I must recieve the order back in original condition before I can refund anything.
Customers who return items for no reason may get blocked from further purchases as returns really harm small sellers.

Lost, damaged, or wrongfully shipped items are the exception and can of course be returned or replaced if you contact me within 48 hours after receiving your order.

DO YOU CHARGE TAXES/VAT?
No. This means that if your country has any import laws that require you to pay taxes or customs fees when you get an order from Europe, you may be asked to pay those!
Please look up your country's laws regarding this to find out what the limits and percentages are.

DO I HAVE TO PAY CUSTOMS FEES FOR MY ORDER?
Since I ship from Europe, it is possible that you have to pay customs fees, depending on your country's laws and the value of your order. Please look up what your country's rules are.

I am required by law to fill out a customs form for all international orders and so the order contents and value will be visible on it even if it is a gift.

I am not responsible for any customs charges your country might ask for.
The customs office may also hold your order to assess it and this may delay it a while.
Orders returned due to unpaid customs fees will be refunded (shipping fees excluded).

MY ORDER HASN'T ARRIVED.
If you think your order is late, please contact me! If your order was tracked, I can help you locate it or contact my local post office to find out what might be causing the delay.
If your order was untracked, I may ask you to just wait longer.
There are several reasons why orders may be delayed: seasons like Christmas resulting in slower postal service, the ongoing pandemic, extreme weather conditions, or the parcel being held by customs for inspection.
Please understand that all we can do is wait sometimes when an order is delayed, but I will make sure you will get your desired product in the end, or will be provided with a refund, so please do not worry.

You must contact me within 3 months of shipment if you order hasn't arrived. If the order is tracked, the information gets erased after a specific length of time has passed, so if you contact me too late, there may not be any tracking information available anymore and I may not be able to help you!

MY ORDER ARRIVED DAMAGED.
I do not offer warranty on my items for damage done after they arrive - so please treat them carefully! But if your order arrives with a damaged item, or the entire order is damaged in some way, please contact me immediately within 24 hours of receipt!
Make sure to keep the packaging, and/or take some good photos of it, and the damage.
In some cases I may be able to contact my local post office and request help, and sometimes you have to be the one to contact your postal service to get compensation.
In any case, you will either be reimbursed for the damages or I will ship you a replacement asap.

THERE ARE ITEMS MISSING IN MY ORDER.
If a part of your order is missing, please examine the packaging closely to see if it was torn or damaged. If something fell out during transit, I may have to file a complaint with the post office so please be ready to provide photos, or in some cases (depending on your location) you may need to contact your local shipping company and file a complaint against them.
In any case, I will ship you the missing item(s) as soon as I can, or in some cases provide a refund, unless you get reimbursed by your local post office.

If your envelope/box arrived empty, you must immediately contact your local postal service and file a theft report with them. Bring the packaging or take good photos to show where it was opened. 

I ENTERED THE WRONG ADDRESS - WHAT CAN I DO?
Please contact me as soon as possible after placing your order! Since I may ship it soon, do not wait!
As long as your order has not shipped yet, I will change your address according to your wishes, but if it has already shipped, there is nothing I can do.
If it has been shipped tracked, we will have to wait and see if the package may get rerouted or returned to me. As soon as we know that it will be returned to me, I can re-ship your order.
If it was shipped untracked, the chances that it will be returned to sender are small, but I can offer to re-ship your order for a fee.
Please understand that providing the correct address is the buyer's sole responsibility, and I can not fully refund you for orders lost this way. In no case can I refund you the shipping fees if you entered an incorrect address.

WHAT IS A PRE-ORDER?
A pre-order is available for items not yet ready to ship, during or before production.
These may be limited items, so it is better to secure one right away if you want to get one.
Pre-orders may have longer processing times, especially since production times can vary.
Please be aware that you may have to wait a long time for your order to be shipped (more info in the product listing itself!). If you buy in-stock items in addition, they will by default be held back until everything can be shipped together.

WHAT HAPPENS TO MY PERSONAL INFORMATION I'VE ENTERED ON THIS SITE?
l use information such as address, name, and email only for the purpose of shipping your order and to fill out a customs form which is required for all orders outside of the EU.
I may contact you via your provided email if you purchased anything customized, or if there is any problem with your order.
Otherwise I do not keep or use your information in any way.

If you have any further questions or concerns, please contact me at contact.namiyakou@gmail.com