General

Can I Cancel My order?

Once your order is placed, the products are produced to order and are therefore non-refundable.

Once an order is in production, the order can no longer be cancelled, changed or edited as the item may have already been specifically created for you as per your order.

However, you are always welcome to contact us  as soon as possible with name, the product name and the order number. If a cancellation is possible, we will attempt to do everything in our power to make it happen if the order is not yet in production.

No cancellations or address changes are possible during the holiday season.

Shipping

Will I Get A tracking number?

You will receive a tracking number once your order is processed.  This will be sent via email to the email address you used to place the order, or if you have a registered account, you will be able to find it under My Orders.

DO YOU OFFER FREE SHIPPING?

Free shipping is available to all deliveries within the USA.  In addition, there is no minimum purchase required.

Unfortunately we are not able to offer free shipping outside the USA at this time.  Shipping on international orders will be calculated at checkout.  There is no set shipping fee.  The shipping price will depend on the destination country and the product(s) ordered.

wHAT HAPPENS IF I DON'T RECEIVE MY PACKAGE?

When submitting your order, please double check that your delivery address is correct to avoid any possible delivery issues.

In the unlikely event that your package does not arrive, the first thing to do is to check whether the submitted address is 100% correct, even 1 missing letter/number can cause delivery failure. If the address is correct, please make sure to contact your local post office. In our experience, we occasionally see that upon arriving at the destination city, the package is stored at the local post office and the recipient has to collect the package from there. After both of these measures have been completed, please reach out to our support team and we will investigate on our end and issue a replacement if we determine that there was no error on your part.

WHEN WILL I RECEIVE MY ORDER?

All products are produced to order.  When the production process is complete, your order will be shipped.

Production and Shipping times vary for different products and delivery locations.

Please see the Tab Shipping & Info on the Product page as this shows the average production time for the product as well as the expected shipping time.

Payments

will i be charged customs & import duties?

All orders are shipped from the USA.  If your delivery is within the USA then no customs or import duties are applicable.

However, for orders shipped internationally, customs and import duties may apply.  If applicable, any customs or import duties will be charged only when the package arrives at it's destination country.  As all countries have different policies, we are not able to tell you whether you will be liable for these costs and if so, how much they would be. as this would only become apparent when your package passes through customs.  Any applicable charges must be paid by the person who is receiving the package.

To ensure you don't receive any unexpected costs, we suggest that you contact your local Customs office for the current charges that may be associated with your oder.

Unfortunately we cannot be held responsible for any Handling Fees, Customs or Import Duties that you may be charged in your own country.

what payment types are accepted?

There are various payment methods available to you.

Paypal

Visa

Mastercard

Maestro

American Express.

In addition, for accelerated checkout, you can also use:

Google Pay

Apple Pay

Shop Pay

Returns & Refunds

What happens if i receive a faulty product?

On the rare occassion that the product you receive is defective, we have included detailed steps for understanding what qualifies for a replacement and what you'll need to provide in order get one.

In case you receive an incorrect or faulty product, we will arrange a free of charge replacement.

You will need to provide the following for us to investigate:

Order ID, Your Name and Address, Pictures of the defect clearly visible and your comments.

We do not issue replacements for:

Lost orders with the incorrect delivery address Products that were received as requested, however, you wish to have another size/color.  You change your mind and no longer require that particular product.

Account

do i need to register an account?

You are not required to register an account to place an order. This is entirely optional,  However, there are certain advantages to creating an account. If you do have an account and are logged in, then your address fields are pre-filled when you place an order, enabling faster checkout.  Registered account holders are also eligible for discounts and special offers.