Frequently Asked Questions
- How can you make changes to an order?
Some orders are processed the same day they are received, therefore we have a 12 hours allowance to accept changes.
- How long does it take to process an order?
As soon as we receive your order we start the packaging process and depending on the order/item, it may take only 1 hour and up to 7 days. We do our best to speed-up your order and drop your package at the shipper facility. After that, we can only hope that the shipper/carrier provides the promised service and processes/ships/delivers your package as fast as possible.
- Who are the shippers?
We are not the shipper/carrier company… For the Express shipping we use and rely on the service provided by DHL. For Standard shipping we use and rely on the service provided by the Post Offices. Those companies/institutions are acting as a third party service between us (the seller) and you (the buyer).
- How long does it take to deliver?
We highly advise choosing the Express shipping by DHL which is reliable/fast and they usually take 3 to 5 days delivery. We also offer the Standard shipping (in selected countries) by the Post Offices which unfortunately is not very reliable and slow as it may even take up to 30 days to deliver your order. If you are not in a hurry and have plenty of patience to wait to receive your order, you can choose Standard shipping. Once again, we are not the shipper company.
- What to do when receiving your package?
Carefully inspect your package for any possible damages that may have happened during the shipping provided by the shipper. We highly advised you to record a video of the package and while unwrapping the package (keep recording) take an accurate inspection of your item/s for any possible damages.
- What to do if you receive a damaged/broken item?
The buyer (you) must report the damage to the local office of the carrier (DHL, EMS, Post Office, etc.) that shipped/delivered your order. Provide them with proof (as per the above paragraph, the photos or videos you recorded) showing the damage/s you noticed in the package and/or in the itme/s at delivery. They will provide you with a “Damage Claim Form” and you must provide us with a copy to work on a possible resolution. NOTE: Without those info, we will not be able to work on the case which means, no refund, no replacement and no returns can be requested.
- What to do if the item you received is different from what you ordered?
If you received a wrong item (such a different/wrong color, wrong size, etc.), please contact us immediately to find a resolution.
What to do if you received an item that is not quite identical to the one displayed in our site?
Our products are entirely handmade and you (the buyer) understand that each item is unique and may not be 100% identical to the other one. Due to the materials and the process used for the construction of these products, there may be some imperfections and measurements and colors may slightly vary.
- What to do if you never received your order?
Please see our shipping policy (section “Late delivery or no delivery) page that provides detailed info.
- How to request a return?
We apply the same standard return policy used by the biggest marketing platforms (Es. Etsy, eBay, etc.) and by the e-commerce regulations. The buyer will cover all the expenses for repackaging and shipping cost. More info in the Refund And Return page.
- What are the import taxes?
We cannot advise what the import taxes applied in your country are. Buyers are responsible to acknowledge the import tax regulations applied in their own country and pay (if any) import taxes that may be applied from the custom. If the buyer refuses to pay the import taxes, the package will be automatically sent back to the origin country and lost at custom. Therefore, we will not be liable to process a refund for the buyer’s failure to pay the import taxes
- How do I contact your company if my question isn’t answered here?
You can reach us at any time using the contact page.