FAQ and Policies
HOW DO I BUY YOUR ITEMS?
If you come to my shop after finding me on Instagram or TikTok, chances are you might find that my shop is a little empty or you don't see the item available that caught your attention initially. My shop updates tend to sell out fast, so I always recommend setting an alarm for each drop. I release new items once a month. There are two main things you can do to keep track of when my next shop update is:
1. Keeping up with me on social media! I post mainly on Instagram, but also on TikTok throughout the month leading up to a shop update to show you the new items that will be available in that month's release. The caption will always state when the next update is. However, algorithms don't always work in our favor, so you might not see my posts on your feed unless you actively keep up with my account or allow notifications for whenever I make a new post!
2. You can also keep up with my updates by signing up for my e-mail subscription list! You can sign up on the home page of this site, toward the bottom of the page. When you sign up, you will start to receive monthly e-mails from me. I usually send out one a few days before the shop update, going over everything that will be available with pricing and the release date/time, and another when the shop update goes live. You might also receive an e-mail here and there whenever there's a sale, a new product announcement, and you might receive the occasional exclusive coupon code!
You might still miss out by doing these things, as I am only one person and can only make so many items, but following either or both of those steps will help your chances! My website does NOT hold items when they are in your cart, so I recommend checking out as quickly as possible so someone else doesn't get the order in before you. A lot of my customers will place multiple separate orders so that they don't lose items in their cart while continuing to shop, and I always will refund any shipping overages if you do place multiple separate orders. You can also make a Shopify account on my site where you can save your address, which might make the checkout process a bit faster!
WHEN WILL YOU MAKE MORE OF (insert design here)
I never know when I will be making more of a specific design. I make things based on what I feel inspired to make at the moment.
CAN I PLACE A CUSTOM ORDER?
No, I'm sorry but I don't do custom work anymore. I haven't in years and I don't plan to again. Please respect that, and I ask that you do not keep asking once I say no. And please don't offer me more money for the custom, the answer is still no.
CAN YOU HOLD AN ITEM FOR ME?
CAN I BUY AN ITEM BEFORE IT'S RELEASED ON YOUR SITE?
No, sorry, I don't do presales. It's all first come, first serve when the items go live on the website!
WHAT MATERIALS DO YOU USE?
A list of a majority of my materials can be found here: https://mothmagickshop.com/pages/materials
DO YOU SHIP INTERNATIONALLY?
Yes, I do! I am not shipping to Afghanistan, Belarus, Bhutan, Brunei, Laos, Myanmar, Russia, South Sudan, Sudan, Syria, Timor-Leste, Turkmenistan, or Yemen. Please refer to this link as well to see what countries are suspended, or have some service disruptions.
USPS International Service Alerts - https://about.usps.com/newsroom/service-alerts/international/
If you need to get a hold of me about an order, the best way to do so is to e-mail me at firstname.lastname@example.org or use the contact form on this website which will be sent to that same e-mail address. If you have a problem with an order, please contact me through there first, as my dms on instagram tend to be very busy and messages will get missed.
I only ship to the address provided on the order. If you put the wrong address in (say you moved or something), I will cancel and refund it so you can repurchase it with the correct address. This is just for my protection and I hope you can understand that. Same thing if you forgot to add a street name or house number, or PO box number. I will contact you to correct it and if I do not hear back from you within 14 days, I will cancel the order and refund it.
TAXES AND FEES
International orders are subject to customs fees or VAT taxes in order to receive their package. I am not responsible for this. Please look up your country's specific policies on this as they do tend to vary. In most country's, you do not have to pay a fee if it is under a certain dollar amount.
Here is a link that shows the current VAT tax rates by country: https://www.uscib.org/value-added-tax-rates-vat-by-country/
Do NOT ask me to change the amount on the customs form or mark the item as a gift so that you can avoid fees. This is HIGHLY ILLEGAL and considered fraud. I will never do this in any case. If you try to guilt me into it I will immediately cancel your order.
Do not sleep in your jewelry. Not only can it be dangerous if there are sharp crystals on it, but when your body produces extra heat at night it could warm up the clay and cause breakage. Do not wear your jewelry in the shower and avoid getting it wet in general, as over time the more moisture the piece comes in contact with, it could start to affect the glaze coating that protects the color.
DAMAGES AND REPAIRS
If your order is damaged, I am happy to repair it free of charge no matter how long it has been since you purchased, all I ask is that you pay for shipping to me. I will cover the return shipping back to you once the item is repaired.
If your item arrives damaged, you must contact me within 20 days in order to get a refund, repair or replacement. In this case, I will cover the shipping back to me. See below for all info regarding return policies:
REFUND AND RETURN POLICY
If there is an issue with your order, you must contact me within 20 days of receiving your package to request a refund or replacement. Item must be in the condition you originally received it in and jewelry items must be shipped back to me in a box, not an envelope.
Tarot decks are not returnable unless the plastic overwrap is still intact. It can also be exchanged for a new one.
T-shirts can be tried on, but not obviously worn. They must be returned to me free of any smell (cigarette smoke, detergent, etc.)
Partial refunds are available if you still wish to keep the item regardless of damage. The partial refund would be 35%.
Refund will not be sent to you until I receive the item. Please keep your post office receipt to provide proof of shipment. I will also cover the shipping cost for you sending the item back.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at email@example.com.
LOST OR STOLEN PACKAGES
If your package is lost, and the tracking clearly shows that the item isn't moving anywhere and hasn't arrived, let me know and I will see if I can get in touch with someone at usps that knows something. Give it a few days after that and if it still hasn't arrived, you can either choose a refund, an exchange for a new item, to have a replacement item made, or store credit. Note that a replacement item will not be the exact same as the original but I will try my best to get it as close as possible.
If your package is lost, and the tracking states that the item has been delivered, first try to ask your neighbors if they received a package that wasn't for them, as sometimes packages get delivered to the wrong address. I am not responsible for packages that are claimed as lost regardless of the tracking saying delivered, and you will not receive a refund.
IS YOUR JEWELRY VEGAN?
Unfortunately due to Sculpey changing their clay ingredients, my jewelry is not vegan. A majority of my work is now done with CosClay, which is vegan, but sometimes I'll do a few details with Sculpey on my CosClay pieces. I also use PanPastel and Varathane Polyurethane, and can't find any clear sources on whether or not either of those are vegan.