FAQ
What happened to your online store?
Managing our online store, in-person sales and Etsy sales became a bit of a hassle last year! We have decided to just use Etsy for online sales for the near future to help keep things simple. We will accept Etsy payments and Paypal for online transactions, plus Square payments for in-person sales.
Where do you ship? How much is shipping? What carrier do you use?
We currently ship to Canada and the USA. We use Canada Post to send our smaller packages and sewing patterns, and we use UPS to ship custom and larger orders. Any exception to this will be posted on the item's listing. If you would like to use another carrier (or live outside of Canada/USA), please contact us BEFORE you place your order and we will try to accommodate if possible.
NOTE: All small packages automatically have tracking. If you want to have a signature service, please email us as there will be an additional fee. IF your item is small enough to fit in a padded envelope, you will be refunded the difference in shipping!
Where do you ship? How much is shipping? What carrier do you use?
We currently ship to Canada and the USA. We use Canada Post to send our smaller packages and sewing patterns, and we use UPS to ship custom and larger orders. Any exception to this will be posted on the item's listing. If you would like to use another carrier (or live outside of Canada/USA), please contact us BEFORE you place your order and we will try to accommodate if possible.
NOTE: All small packages automatically have tracking. If you want to have a signature service, please email us as there will be an additional fee. IF your item is small enough to fit in a padded envelope, you will be refunded the difference in shipping!
How long does it take to ship my order? When can I expect to receive it?
Items in stock will ship within 2-3 business days (usually sooner!). Items not in stock can take up to a week to send out. You will be contacted if the delay will be longer and given the opportunity to change your order. How long it takes to receive your order will depend on several factors. Within Canada, small packages are automatically tracked and will take 1-3 days within Ontario, and 5-6 days for most regions of the country. Small items that fit into an envelope (i.e.; pins or patches) will be sent regular mail and can take 4-10 days to arrive. Packages to the United Stated can take anywhere from 4 - 11 days to arrive.
Items in stock will ship within 2-3 business days (usually sooner!). Items not in stock can take up to a week to send out. You will be contacted if the delay will be longer and given the opportunity to change your order. How long it takes to receive your order will depend on several factors. Within Canada, small packages are automatically tracked and will take 1-3 days within Ontario, and 5-6 days for most regions of the country. Small items that fit into an envelope (i.e.; pins or patches) will be sent regular mail and can take 4-10 days to arrive. Packages to the United Stated can take anywhere from 4 - 11 days to arrive.
Do you charge taxes?
Canadian orders are subject to your provincial tax rates. USA orders are not charged sales tax, but they may be subject to duty and customs fees at the border (purchasers are responsible for these fees upon delivery).
Canadian orders are subject to your provincial tax rates. USA orders are not charged sales tax, but they may be subject to duty and customs fees at the border (purchasers are responsible for these fees upon delivery).
Do you accept returns? What about damaged items?
We do NOT accept returns on the following items:
All returns must be approved before sending back. You have 7 days from the date of package delivery to request a return. Return shipping is at your expense and there will be a restocking fee. Items returned opened, used or on the above list will not be credited or refunded. You will need to pay an additional shipping fee to get these items back (so please just ask us first!).
In the case of a damaged product, please contact us within 7 days of the package delivery. If the damage is due to postal error, please take pictures of the box as it was when it arrived and keep the packaging. If the damage is due to something happening inside the box, please contact us within 7 days to discuss a solution. *If you cut or use material, trims or elastics that are damaged, we can not accept a return or exchange - please inspect all materials before you start using them!
We do offer exchanges on a limited number of our ready-made cosplays and doll clothing due to incorrect sizing. The returned items must not be worn, and you will be required to pay for the return shipping. Our ability to do this will depend on stock levels.
In the case of an error on our part, please contact us within 7 days and we will correct the problem.
We do NOT accept returns on the following items:
- Any custom item or commission
- Any cut materials, trims or elastics
- Any damaged material or trim that has been cut by you*
- Anything that has been used or worn
- Any plush or underwear items (health & safety regulation)
- Any clearance item that specifically lists "final sale"
All returns must be approved before sending back. You have 7 days from the date of package delivery to request a return. Return shipping is at your expense and there will be a restocking fee. Items returned opened, used or on the above list will not be credited or refunded. You will need to pay an additional shipping fee to get these items back (so please just ask us first!).
In the case of a damaged product, please contact us within 7 days of the package delivery. If the damage is due to postal error, please take pictures of the box as it was when it arrived and keep the packaging. If the damage is due to something happening inside the box, please contact us within 7 days to discuss a solution. *If you cut or use material, trims or elastics that are damaged, we can not accept a return or exchange - please inspect all materials before you start using them!
We do offer exchanges on a limited number of our ready-made cosplays and doll clothing due to incorrect sizing. The returned items must not be worn, and you will be required to pay for the return shipping. Our ability to do this will depend on stock levels.
In the case of an error on our part, please contact us within 7 days and we will correct the problem.
