☆ contact us ☆
FRENQUENTLY ASKED QUESTIONS
SHIPPINGS
Please note that, once your order is shipped out, any issues with the postal services are out of our hands, we do not not have more information than the tracking number provided!
Do you ship in my country?
Yes, we ship worldwide from Montréal, Canada!
Has my order been shipped yet ?
When we ship your order, Etsy sends you an email with the tracking number we provide and the estimated delivery date.
It is also noted as sent on your Etsy account.If you did not receive any email, or your order is not noted as sent on Etsy, then it's still in the packing process.
How long does it take for my order to be shipped?
Please note that we are a small business with two people.The packing process time is currently around 1-2 weeks, but can be lower or higher depending on the number of orders.It is noted on each product page so you can estimate the delivery date even before placing the order.
How long does it take for a pre-order to be shipped?
Pre-order items' stock is produced when the pre-orders' batch is closed.The production takes about 4-5 weeks. (8 weeks for pins)If your order contains a pre-ordered item, then the whole order will be shipped when we receive the pre-ordered item's stock.Should there be any production delays, we will communicate about it on our Instagram.
The estimated shipping date has passed and my order hasn't been shipped, what's happening?
We are dependent of our supplier's work. Sometimes holidays, production errors, high increase in orders can happen and lead to important delays that we can't control.Please check our Instagram where we post regular stock, delays and products updates.
The estimated delivery date has passed and my order hasn't arrived yet, what's happening?
Etsy gives you an estimated delivery date based on the day that you place your order and our processing time; but it doesn't take account of the delivery delays.These are the usual delivery delays :
- Canada : 2-8 days
- USA : 3-6 days
- International : 5-22 daysIf your order is still in transit, then we recommend to wait a few days until the delivery delays have passed.Please contact us only AFTER these delays.
How does the tracking work?
The shipping company we use is Chit Chats, from Montréal, Canada.
It also works with USPS for US orders.They provide a tracking number for each stamp we order, then we send it to you when the order is shipped.You can find it in the email sent by Etsy, or on your Etsy account.Altough, we do not recommend to check the tracking though Etsy, because it often do not match the real location.You can track it directly on Chit Chats' website.
My tracking is not working / has not been updated / is showing strange information
The shipping services sometimes :
- Take a lot of time to scan the tracking,
- Scan it only when it gets in your country,
- Don't scan it at all,
- Have bugs that shows wrong locations,
- Says the parcel was delivered but it wasn't.We recommend to check it from time to time, but don't panic if it doesn't seem to be working, even after a few days / weeks.If you need more information, please check this page.
I believe my order is lost, what can I do?
Please consider your order lost only after you checked the estimated delivery date, the shipping delays, and the tracking number.If you need more information about delayed shipments, please check this page.If it is confirmed to be lost, then you can contact Etsy through their Buyer's Protection Service, they might offer a refund.
Why did my item arrived damaged?
There's could be several possibilities :- You have an acrylic item and you did not remove the plastic protection.- The item was damaged during the transportation, in that case please reach out to Etsy through their buyer's protection service.- The item has a production defect.
In that case, please send us a message.
I got the wrong item / an item is missing, what should I do?
Oops, mistakes happen!
Please send us a message with as much proof as you can, and we will either propose a refund or a replacement depending on our stock.
PLACING AN ORDER
Please note that a complete name and address is required to ship your package, because shipping companies and customs won't accept it and send it back to us. We will cancel incomplete orders.
I made a mistake on my order, can I change it?
If your order has NOT been shipped out, please send us a message.
Etsy dosen't allow us to make a modification on the order, but we can do the following :
- Change the name
- Change the address
- Combine several orders
This will not show up on your order, but it will be noted on our side and we will make the modification manually when we pack the order.If your order HAS been shipped out, unfortunately we can't modifiy it, but you can reach out to the shipping company and asks for help to make a modification on the name or address.
I need to add an item to my order, how do I do that?
You can place a new order with what you want to add. We will combine the two orders into one package, and refund the shipping fees.
Do you do bundles or discounts?
We sometimes have discounts for several items, they will appear on the shop directly.We don't do bundles, but if you order more than 1 item, the shipping fees will remain roughly the same!
ITEM INFORMATION
How do your openable charms work?
You can open it by sliding the front to the side, they you can place the character piece inside.When you place your order, make sure to add at least one openable charm, and one character piece to put inside.The character piece itself doesn't include the openable charm.
The openable charm itself doesn't include the character piece.You can refer to the last picture on the product page, we made a little tutorial if needed.
How will my pre-ordered item will look like?
We do our best to explain through a drawing preview how the item will look like.If you want to have a better idea, you can check out our similar products on our Instagram.
Do you plan on restocking X item?
NEW FEATURE : You can ask to be notified about a restock direclty on Etsy, through the item page!If there is no information about a specific item, then it probably won't be restocked.We usually talk about restocks and new products or our Instagram.
GENERAL INFORMATION
Please note that we are NOT Amazon, we are NOT working for the shipping companies, and we are NOT Etsy.We are a small business run by two best friends and we do our best to help you with our experience through previous issues we encountered.We put all the information that we can on the product pages, the size, the specifications, the shipping delays, and we post regular updates on our instagram.We are not responsible for the bad handling of the package, the production or shipping delays, the misinterpretation of the item's description, BUT we will do our absolute best to help you with any issue.Please take the time to read everything before placing an order or asking a question, because it takes a lot of time to answer and help you out afterwards.If you did not find the answer to your question, then please feel free to send us a message!