NEXT SHOP UPDATE - 7/30 AT 6PM EST

FAQ and Policies

SHIPPING TO THE UK AGAIN

As many of you might know, recent changes that took place because of Brexit made things harder to ship to the UK. I shut down UK orders for a while until I figured it out. I had no idea what I was supposed to do as I was hearing from some sources that I needed a different tax license that would cost quite a fee. However, after really looking into it and reading through my emails from Shopify, it appears that I can continue shipping to the UK as usual. The only difference is that UK customers will likely have to pay a higher import tax to receive their items. From what I have seen, this tax could be up to 20% of the value of the item, but please look into it first yourself before ordering and understand that this fee has nothing to do with me. I also refuse to mark the value of my packages lower than what they're worth, as this is extremely illegal. Please do not ask me to do that. Thank you for reading! I am so excited to be shipping to my UK customers again, my creations have missed you guys. 

CONTACT

If you need to get a hold of me about an order, the best way to do so is to e-mail me at mothmagick@gmail.com 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 dms on Instagram.

 

CUSTOM ORDERS

Not taking custom orders, and don't plan to take custom orders again. 

 

SHIPPING

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.

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.

 

JEWELRY CARE

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. It can get slightly wet (for example, if you are doing a photoshoot in a lake and water splashes on it), but should not be completely submerged in water.

 

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, but you must cover shipping the item 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 or exchange. 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 25%.

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 us at mothmagick@gmail.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. In this case, I will offer to make you a replacement item or exchange for an item of an equal or lesser value, but not a refund.