FAQ

✿ Products ✿

If your acrylic charms look damaged and/or scuffed, please be sure to peel the protective film off of them! If your acrylic charm has epoxy on the front, it'll only have the protective film on the back. If your charm does not have epoxy, it will have the protective film on both sides! The film is there to keep them safe during transit.

✿ Pre-Orders ✿

Any item listed or marked as a "Pre-Order" is a product that I do not currently have in my hands. Pre-orders help me gauge interest in certain products! Please carefully read the description to find the production timeline of said product, as well as when these items are expected to ship.

By pre-ordering an item, you pay for the item upfront, and you may cancel your pre-order up until it ships by sending me an email at help@feywildhaven.com and informing me that you're seeking a pre-order cancellation and refund. If you need to change your address, it's not a problem, so long as your order has not been shipped. Please email me at the address above, and I'll do my best to help.

Orders with both on-hand and pre-order items will not ship together. Shipping will be stacked to allow for me to ship the on-hand items earlier.

There are benefits to pre-ordering items! Any pre-order item will be discounted (charms by $3/pc, bags by $10+/pc), and once the pre-order period is over, the regular prices will then be higher.

The product photos are as close to an accurate final presentation of the product as I can capture. I do the product photography myself. Please do note that there could be slight color-related differences between the product and what you see on your screen!

✿ Shipping & Packaging ✿

As my products are not flat items (like stickers), all orders placed will include tracking.

Orders with on-hand items will almost always be shipped within 7 days of purchasing. Pre-order items have a timeline and expected ship date in their descriptions, and their handling times may vary. It is much the same for any orders otherwise placed during peak times such as holidays or shop updates (which could take up to 2 weeks). Orders with a combination of both will have stacked shipping to allow for me to ship the on-hand items out earlier than the pre-order items.

For domestic (US) orders, please allow 2-3 weeks for shipping.

For international orders, please allow 4-6+ weeks.

Important info regarding shipping for EU/UK customers!

Due to the collection of VAT, as well as international shipping complications, I am not currently accepting orders outside of North America from this shop. If you are outside of North America and would like to place an order, please visit my etsy shop HERE!

✿ Returns & Exchanges ✿

Please make sure (double check) that your address is correct! I will not refund a shipped order if the address entered at checkout was not correct.

I do not accept returns or exchanges but, should there be any issue with your order, please contact me at help@feywildhaven.com, and I will do my best to assist.

✿ Damaged & Lost Packages ✿

How a package is treated once it leaves my hands is out of my control, unfortunately, and as a result of this, should items be damaged due to postal or shipping error, I cannot offer a full refund unless you chose Priority Mail shipping at checkout. In this case, I will refund you up to $100USD upon the resolution of the case with the post office.

If the item has sustained significant damage, please send me pictures of the damage via email so that I may open a claim with the shipping company, and I can offer a discounted replacement, paid via invoice. If there is no longer stock of the item, I can refund you the shipping cost.

In the case of lost packages, I most often do not offer refunds, as the packages do eventually arrive into the hands of the buyer or make it back to me. If your order does not arrive in 1 month (USA) or 3 months (international), please contact me, and I will do my best to look into it.