FAQs

✧ INTERNATIONAL CUSTOMERS ✧

If you're an international customer, please create a custom order on my Etsy shop letting me know which products you'd like to purchase! Etsy handles VAT tax on my behalf, so all international orders are processed there.

If you need help or have questions, please contact me with this form, email me at jiyuu.illustration@gmail.com, or message me on social media. I will do my best to assist you!

Etsy Shop: JiyuuArtwork


✧ PRE-ORDERS ✧

Pre-order items ship at a later date. It will ship on the date stated on the product's listing.

Any orders that include pre-order items will ship on the latest estimated pre-order shipment date. (The shipment date is tentative and is subject to change depending on the product's early arrival or delay).

Please place an order of pre-order items separately if you are interested in any in-stock items! If you order in-stock items with pre-order items, the package will ship when the pre-order items are ready. Packages will be mailed out when all products ordered are in stock.


✧ PACKAGING ✧

All orders are mailed in a bubble mailer, flat/rigid mailer, or rigid cardboard tube. Cellophane sleeves, bubble wrap, and/or cardboard chipboards are also used for extra protection.


✧ SHIPPING ✧

Update: Due to COVID-19, shipping may take longer than usual. Please expect delays in shipping when placing an order.

My shop is based in Texas. I ship out packages 1-5 business days after an order is placed, but usually within 24 hours. (If you want to cancel or make any changes to your order, please do so as soon as possible!)

Any shipping overcharges of $2 or more will be refunded.

Estimated Shipping Times:
United States: 3-5 business days.
International: 1 week - 1 month.

Estimates are usually accurate but may vary depending on its destination and possible delays.

International Orders:
Import duties, taxes and charges are not included in the item price or shipping charges. Buyers are responsible for any customs and import taxes that may apply. I am not responsible for delays due to customs. (Your package may be held at customs due to these reasons depending on the destination country’s laws and regulations.)

Please create a custom order on my Etsy shop letting me know which products you'd like to purchase! Etsy handles VAT tax on my behalf, so all international orders are processed there.

Etsy Shop: JiyuuArtwork


✧ TRACKING ✧

You should receive a shipping confirmation email with tracking information once your order has shipped. (Please allow up to 48 hours for your tracking information to be updated.)
 
Shipping notifications are automatically sent out, but if you did not receive an order confirmation email or any tracking information, please let me know by emailing me at jiyuu.illustration@gmail.com and include your order number and I will provide the information for you.


✧ INCORRECT SHIPPING ADDRESS ✧

If the listed shipping address for your purchase is incorrect, please contact me as soon as possible via email at jiyuu.illustration@gmail.com. Please provide me your order number and correct mailing address and I will update it.

PLEASE NOTE: Once an order leaves my hands and is in the possession of the postal service, I am no longer able to redirect or intercept the package. I will not be able to change the mailing address.

To avoid any package complications, please double check that your shipping address is correct!

If a package is returned to me due to an incorrect address, then the buyer is responsible for additional shipping charges to resend the package. If you no longer wish for it to be resent, a partial refund minus the original shipping costs will be issued.


✧ LOST PACKAGE ✧

Once I hand a package to the postal service, I have no control over the actions of the postal service. In the case that your package becomes lost, please contact the postal service and open a missing package claim.


✧ DAMAGED OR MISSING ITEM(S) ✧

All of my products undergo a quality check before they are securely packaged and shipped. The products are of the best quality with very minor to no defects.

In the rare occurrence that your item(s) are damaged, please email me at jiyuu.illustration@gmail.com with your order number and pictures showing the damage. I will either replace the damaged item(s) or issue a partial refund.
 
I double check all orders before I ship them out. In the rare occurrence that your item(s) are missing, I will send you a replacement. Please let me know via email at jiyuu.illustration@gmail.com and include your order number.


✧ RETURNS, EXCHANGES, AND CANCELLATIONS ✧

If your order has not yet been shipped out, then you can still cancel it. If you'd like to exchange any items in your order, then you must cancel your original order first and place a new order with the correct items. This is for security purposes.

All sales are final as soon as it is shipped. I do not accept returns, exchanges, or cancellations. I fulfill orders 1-5 business days after it is placed, but usually within 24 hours. (If you want to cancel your order or make any changes, please do so as soon as possible!)
 
If you need any help, then please email me at jiyuu.illustration@gmail.com


✧ COMMISSIONS ✧

If you're interested in commissioning me, please check here for more information


✧ MORE QUESTIONS ✧

If you have any questions or concerns that are not addressed here, please contact me with this form, email me at jiyuu.illustration@gmail.com, or message me on social media. I will do my best to assist you!

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