FAQ & Policies

Hi friends! Welcome to my online store (´｡• ᵕ •｡`) ♡

SvnShop is currently very small but hoping to get things set up more properly as time goes by! I will be managing this by myself, so if you could be a little patient as I work through the kinks, it would be much appreciated!

If you have any questions, please feel free to contact me through my contact form or at [email protected] (include your order number if you made a purchase) - I will respond back in 1-2 business days.

 

✦ PRODUCT ✦

 

✦ Will you make [insert thing here]?

Depends! Merch production is fun, but most small time artists like me must be able to bypass the barrier known as MOQ (Minimum Order Quantity).

If I send out any interest forms, please fill it out as it will help me decide if I should make it! Feel free to just let me know if you want something too ( ´ ▽ ` ).｡ｏ♡

✦ The item I want is out of stock/not available

On a general note, if you really want something, you should try to get it when it is announced.

For flat items (prints and stickers), restocks can happen fairly quickly if there is demand as I print in-house.

For other items, it will depend on demand. Definitely give a shoutout on my social media accounts - the more people want an item, the more willing I am to (re)stock it.

✦ My item looks a little different?

Please keep in mind that the colour you see on screen will vary slightly from the actual product, due to differences in screen calibrations and lighting, and material.

For example: charms with a holographic finish can shift colours depending on the light. It can be difficult to photograph the colour-shifting properties. 

 

✦ PREORDERS ✦

 

✦ How do items on preorder work?

Want an item 100% guaranteed? Pre-purchasing helps you secure the item you want (and helps me preplan how many to stock).

Things to note when pre-ordering:

✦ Please allow up to 3-4 months for production of the items. Shipping may also take an additional 1-2 months. It is recommended to only order if you can wait that long.

✦ If you order any pre-order items with ready to ship items, I will only ship out your order when the preorder items arrive. Please only order if you can wait that long.

✦My Exchange/Refund/Cancel/Etc policy also applies to preorder items.

Make sure to follow me on my social media accounts as I will be updating the status on items there.

 

✦ SHIPPING ✦

 

✦ When will my order ship?

Please allow 3-7 days for your order to be sent out. I will do my best to ship out as soon as I can but I am only one person (´°̥̥̥̥̥̥̥̥ω°̥̥̥̥̥̥̥̥｀).

✦ Do you ship to my country?

I will ship anywhere my carrier allows me to ship. That being said, at the time of writing, I may have issues shipping to the following list - please contact me if this worries you!

✦ EU (VAT)

✦ UK (VAT)

✦ Germany (LUCID Packaging Act)

✦ Any suspensions to countries by my postal carriers

✦ VAT/ GST Taxes / Customs Fees

Customers will be responsible for any taxes/fees regarding their order.

You may experience delays and additional processing fees - if recieved, you must pay them or you will not recieve your order and will be returned/disposed of. Please only purchase if you can cover the fees. Should the order be returned, I can only refund the full product cost.

✦ What shipping options are available?

Note: PO boxes do tend to experience a higher rate of delivery failure. If you are able to provide an alternate address, I recommend using it.

✦ WORLDWIDE - UNTRACKED LETTERMAIL (FLAT ITEMS ONLY)
By default, if ordering only flat items (prints and stickers, they will be shipped through letter mail with stamps through Canada Post. 

✦ WORLDWIDE SHIPPING
To provide more affordable shipping, I will be shipping through Chit Chats/Stallion Express/Canada Post as my default carrier of choice.

My current shipping rates reflect the most affordable price I can offer everyone that comes with a tracking code.

INTL friends - I may be only be able to ship you your order with untracked shipping. At worst, I may refund you your order because it is unfeasible for me to ship to you - please take note when ordering!

✦ What is the expected delivery date of my order?

Please generally expect up to 2-3 weeks or longer for delivery. There may be unexpected delays or customs clearance despite their given delivery dates.

✦ WORLDWIDE - UNTRACKED LETTERMAIL (FLAT ITEMS ONLY)

✦ I used the incorrect address when ordering.

Please email me immediately at [email protected] with your order number and correct address. Make sure double check your address when placing your order. I cannot fix your order once it has been shipped.

✦ Can orders be exchanged/refunded/cancelled/etc?

Typically, no. Please see if the following applies. Please only order if you truly want the items! You may reach out to me as well to confirm.

I WANT TO DO A RETURN: All items are final sale, if items are not damaged/missing/incorrect.

I RECIEVED DAMAGED/MISSING/INCORRECT ITEMS: I am so sorry to hear that! Please connect with me to discuss next steps.

MY PACKAGE APPEARS TO BE LOST: Once the order has been shipped, it is out of my hands. I won't be able to offer you a replacement or a refund in this case. If this is a concern for you, I recommend picking tracked shipping options when I am able to offer it.

MY PACKAGE HAS BEEN REROUTED BACK: If the order comes back to me, I'll contact you to discuss reshipment (with new shipping fee/refund (excluding shipping) if possible, or a refund of the original item cost.

I WANT TO CANCEL MY ORDER: Cancellations are not elligible for preordered items. You may cancel prior to me creating your shipment label.

Please only order with your full intention to purchase - thanks!