Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.
International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
Please note that shipping delays will occur if you provide an incorrect address at checkout.
If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If we don’t get a response within 5 business days, we hold the right to refund your order. This applies to all merchandise orders, including limited edition and pre-order sales.
Please note that in the event of an order split shipping, we can only refund you for what has been returned to us.
You can return the product within 30 days of your purchase if you are not happy. The product has to be in like-new condition, and everything included in the box has to be returned to get a full refund.
To make the return process go faster make sure to include your order number when contacting us. If you are returning one product from an order including more than one product then also specify what item you like to return.
You can change a shipping address within 60 minutes of placing your order. Simply visit My Orders and select “Order Details” on the order you want to update. Under the Shipping Address, click “Change” to make your edits.
After 60 minutes, if your shipping address contains a minor error (wrong zip code, street, apt. number, etc.), or if the item is shipping through a freight carrier, please contact us so that we can determine if we will be able to make a change on your behalf.
Once your order has been shipped, you will receive a confirmation email containing the shipment details and a tracking number so that the shipping progress of your order can be tracked.
If the order was placed via your account, the status of your order can be checked by logging into your account and entering the “Orders” section.
We work with a credit card vendor to process all of our transactions. All of the credit card information is managed within their system and we are unable to see credit card details in your account.
For your convenience, we offer a wide range of the most popular payment methods when shopping on our website.
We accept many different payment methods and strive to have the most popular and safe methods in your specific country.
Your security is important for us. All transactions on this website are processed using Stripe and Paypal, a secure online payment gateway that encrypts your card details in a secure host environment. Stripe and Paypal are fully PCI Level 1 (the highest level) compliant and monitored by Trustwave, an ASV and a QSA for the Payment Card Industry Security Standards Council. This means we hold to the highest industry standards for data protection and network security, and card data is safe with us.
All our products are priced including tax.
We ship to nearly 200 countries around the world. As long as you can place an order and complete the payment, we will send the product to you.
When possible, items from multiple orders will be combined into the same package. This helps to reduce the number of packages sent to you, so you receive fewer packages and have less packaging material to dispose of when you receive your orders.
If you need to swap an item
Returns and Exchanges
Concerning refunds:
As a private custom product, we are not able to accept refunds upon receipt of goods. We strive for customer satisfaction. Prior to shipping, we conduct strict checks on the quality of the products, so every product is in perfect condition. Our quality control ensures that there are no flaws before the products are sent to our customer. If damage occurs during transportation, we request that you please send us a picture within 24 hours after receiving the goods. We will then deal with the issue accordingly.
Regarding order cancellations:
If the order is canceled within 24 hours, we will refund the original amount in full with the only 4.4% Paypal fee. If it exceeds 24 hours, we will be required to charge a 20% restocking fee. Additional fees, such as handling fees and transaction fees, may also be required to be charged for the return of goods or refund of funds. Thus would be dependant on the payment method used.
Regarding modifying the order:
Within 24 hours after placing the order, we will provide the modification free of charge. As the product will have been sent to our logistics partners, if it is over 24 hours since the order is placed, we will not be able to modify it.
If you have any queries or concerns, please do not hesitate to contact us at email.
All sales are final. We have a firm no return policy due to the nature of the product. No refunds are given on completed products.
Under the Consumer Protection (Distance Selling) Regulations 2000, the exception provision section 13) it states that:
Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—
(c)for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
Due to the nature of the products, no returns will be accepted and consumers agree that they will not have the right to cancel the contract. After production has begun no cancellations are permitted.
If you have any queries or concerns regarding this policy or your order then please feel free to contact us at email.
If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team by within 14 days of delivery with your order number and pictures of the following:
the stamped initial/number on the outside of your envelope or box,
the order packing slip with the stamped initial visible,
a picture of the incorrect product, with a picture of the bottom/side label of the product so we can see the 4-digit lot number
and a list of the item that are missing.
We’ll get back to you ASAP!
It’s always a good idea to check that the parcel hasn’t been damaged before accepting your delivery. If it has been obviously damaged during transportation, then don’t accept or sign for it. It’ll be sent back to us and we’ll refund you in full.
If you’ve already accepted the parcel or it was accepted by a neighbour, please contact CUSTOMER SERVICE.
If you happen to find an error or defect with an item you bought in our online shop, please make sure to make a claim for the item no later than 45 days from the purchase date.
All you need to do is return the item to us:
Make sure you have the Return Note and Prepaid Return Label we include with every order. If you no longer have these, please get in touch with Customer Service. They’ll be happy to provide new ones.
Clearly mark code 13 as the reason on the return note and include this in the parcel with the damaged item.
Stick the prepaid return label on the parcel.
Remember to ask for a receipt as proof that you have returned the parcel.
What happens next?
Once we’ve received the item, your claim will be processed. Damaged items are always refunded in full.
Please note that it can take several days before the money is back in your bank account, depending on your agreement with and the terms and policies of your bank.
Unfortunately, we can’t offer to exchange the item. Please place a new order instead.
Please click Contact Us at the top or bottom of the page.
Unfortunately, we are unable to make any changes to the shipping address once an order has been placed. If you have made a mistake in your shipping address, kindly contact our Customer Care team and we will be able to assist to cancel your order. If the order is already on its way to you, we will not be able to process a cancellation. Instead it will be returned to sender and a refund will be processed.
We strongly encourage you to check your shipping details carefully before checking out to avoid shipping address issues.
Orders cannot be altered or canceled once they’ve passed that 30-minute mark and are in production.
If items are sold out during the pre-order stage, we may or may not restock depending on availability of the item from the manufacturer.
Note: By placing a preorder with us, you are agreeing to all of the above terms and conditions stated in the above policies.
If you have any additional questions, please contact us via email