Frequently Asked Questions:
My creation arrived damaged, what can I do?
Please contact me within 5 days of the shipments arrival, which will be determined by the packages tracking number.
You will need to supply photographs of the damaged piece and the packaging if it has been clearly damaged during shipping. As the post office may cover any damage costs if the fault is clearly theirs.
If the damage goes beyond a simple super glue fix, please contact me directly as each case will be different and I'll do my best to make sure you have a positive experience!
I have changed my mind and want to return my item/s, what do I do?
I do not accept returns or refunds on custom pieces such as preorders (once commenced) or pieces that have been discounted. If you wish to return your purchase, you must do this within 14 days of recieving the item/s. The return postage cost must be covered by you, and the item/s must be in their original condition packaged in a safe, protected method similiar to how they initially arrived. Please allow the suggested time for postage to be returned to me according to your postage service provider. Once I have recieved the item I will refund the cost of your purchase, minus the original shipping cost.
What happens if my package gets lost during shipment?
Once I have shipped a package, there is very little I can do with the package becoming lost in the mail, or stolen after delivery. Each package will come with a tracking number, to hopefully avoid this from happening. However, if you are still uncomfortable, I can offer insurance, shipping upgrades, or even signature on delivery at an extra cost. I will contact the post agent on my end and I urge you to do the same as I do not offer refunds for lost or stolen pieces.
"We only use customer information to fulfill orders. Your personal information (name and address) as provided to me by Shopify will only be used by me as needed to provide my services. I may use your information to fulfil your order, to settle disputes, or to provide customer support. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests (i.e. taxes) (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers or others. If and when required, we will communicate with you about your order status using the Shopify platform.
"I have no access to your payment account details: Shopify Payments and PayPal process your financial information independently of me.
"Your transaction information will be stored on the Shopify system as long as I have my store on Shopify or until Shopify deletes it. I will not spam you or solicit you using the information provided to me."
Your creations are handmade, what does this mean in regards to the final product?
Each and every piece in my store is handmade by myself, as such there will always be imperfections and flaws. Although I try my best to insure the final product has a smooth finish, due to the nature of polymer clay, you may find fingerprints, lumps, marks and small dust particles etc on the surface of the creation. I will happily take extra photographs to show any problem areas if you are concerned. Please contact me directly and I can arrange to take further photographs for you.
Can my child play with your creations?
Polymer clay figurines are NOT TOYS, please be sure to keep all creations safely out of reach from children. These are considered as collectible art, and should be treated as such. Broken pieces of polymer clay can pose as a choking hazard and should be either glued back onto the figurine immediately or thrown away. I do not recommend anyone under 13 handling any of my creations unless under direct supervision.
Are your creations identical in colour as what I see on my screen?
Due to different screen settings, colours may slightly vary in brightness or vibrancy. I do my best to ensure all colours during editing and photographing are as true to the real product as possible. If an item you are interested in has glitter or opal flakes, check my Instagram or Facebook accounts as I may have already put a video of that item online to view.