FAQs and Policies
🌱 Do you accept custom orders / commissions?
Priority commission requests are reserved for subscribers to certain tiers of my Patreon, please send me an email if you'd like to request a custom piece. (My availability is limited and I cannot take all requests!)
🌱 What is your order processing time?
Orders are packed and shipped within 1-4 business days! (Excludes made to order / presale items. Read the descriptions of these items for processing times.) If an order is placed on the weekend, it will typically be sent out the next available weekday. (Typically Monday/Tuesday).
🌱 What shipping services do you offer? Do you ship internationally?
For US orders, I primarily use USPS Priority Mail, which averages 2-4 days shipping time. Lighter packages and envelopes are sent with USPS First Class which averages 3-7 days shipping time. (Shipping has become very unpredictable because of the pandemic, please continue supporting your local post office and have patience with their limited staff!) Shipping costs vary depending on the size and weight of the item, as well as local shipping tax rates.
I do ship internationally, but I do not discount the rates of shipping services. These services can be very costly, and must be insured. The buyer is responsible for all international shipping fees.
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 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 item. Contact me within 7 days of receiving your package with information about why you are requesting a refund & photos of the item if it has been damaged / 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 do I do if my package was lost in the mail?
I unfortunately do not have any more information than you can see with your tracking number, so I will not be able to know the status of your package if it is not arriving on time. 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!
🌱 How often do you have restocks / updates?
I typically release collections once a month to once every two months, and I release one or two pieces randomly in between restocks! The best way to keep up with when I have new pieces available is to follow me on IG and sign up for my email newsletter.
🌱 Do you take wholesale orders?
I do not currently offer wholesale options.