FAQs and Policies

🌱 What if I can't find something I saw on your socials? Why do you not have many original pieces listed? 

My collection releases sell out very quickly! Everything I have available is listed on my website - if it's not here, then it has either sold or is coming soon in my next restock. I add my release dates to my Instagram bio and make several posts about what will be available before each drop. I also send out collection previews to my email newsletter subscribers - you can sign up for this at the bottom of my homepage!

🌱 How often do you have restocks / updates? 

I typically release collections once a month, and have smaller random drops in between restocks. The best way to keep up with when I have new pieces available is to follow me on IG or FB and sign up for my email newsletter!

🌱 What is your return / refund policy? 

If an item is damaged in the shipping process, or if you are unhappy with your purchase for any reason, you can return the item (preferably in its original packaging) to me for a refund. Refunds will not be issued until I receive and inspect the returned item. Contact me via TheArcaneMoth@gmail.com within 10 days of receiving your package with information about why you are requesting a repair or refund, include photos of the item if it has been damaged or broken during shipping. If you would like to keep the item but need something repaired, you can ship it back to me and I will fix it for you and send it back!

🌱 What is your order processing time? 

Orders are processed within 2-4 business days. (Excludes made to order / presale items. Read the descriptions of these individual items for processing times.) 

🌱 What shipping services do you offer? Do you ship internationally? 

For US orders, I use USPS First class and Priority Mail. Lighter envelopes can be sent via economy mail with no tracking for a lower cost. Shipping costs vary depending on the size and weight of the item, as well as local shipping tax rates.

Estimated delivery times for US shipping services: Priority mail delivery time: 2-3 business days. First class delivery time: 3-6 business days. Economy envelope delivery time: 7-14 business days.

I do ship internationally. These services can be very costly, and must be fully insured. The buyer is responsible for all international shipping fees. Please research your local VAT import rates before ordering a piece from me. I will refund your order cost but will not refund your shipping cost if you refuse to pay the import fees and the package gets sent back to me.

Additionally, I will not mark down the value of the package for customs, this is illegal. Customer must pay VAT taxes to receive the item.

🌱 What do I do if my package was lost in the mail?

I unfortunately do not have any more information than is provided by USPS with your tracking number, and will not personally be able to know additional information about the status of packages without contacting USPS. Your tracking number can be used to file an insurance claim for a lost / missing package, and in most cases, the USPS will be able to recover the package and get it moving again! If an item is unable to be recovered / never arrives, contact me and we can discuss refunding or replacing your item. (Not all pieces can be remade / duplicated.)

🌱 What is the best way to get in contact with you? 

Send me an email! (TheArcaneMoth@gmail.com) Or fill out a contact form on my website! As my shop grows, it becomes harder to keep up with social media messages, so please send inquiries or comments via email!

🌱 Do you accept custom orders / commissions? 

My availability is very limited, I typically do not take most commission requests but please feel free to email me with your proposed project details & project budget at TheArcaneMoth@gmail.com and we can discuss further!

🌱 Do you take wholesale orders? 

I am able to take wholesale orders for items such as prints and stickers of my work (no wholesale quantities of handmade pieces). Please feel free to email me with your desired wholesale order details & budget at TheArcaneMoth@gmail.com and we can discuss further!