Store FAQ

• COVID & SHIPPING TIMES

  Mail all over the world is badly delayed right now. Countries have been closing off to receiving international mail, and while they are open again now, there is no telling if they close again. If this happens, your order may be further delayed! Please do not order if you're not willing to wait a bit longer right now. I highly suggest upgrading to 'Registered Mail' so you can get a tracking number and always see where your order is. If you do not choose this option, your order will come without a tracking number! DELIVERY ESTIMATES: AUSTRIA: 1-7 days GERMANY: 3-14 days EUROPE: 2-5 weeks North AMERICA/ASIA: 3-8 weeks In rare cases, orders may take up to 12 weeks to arrive. If you order still isn't there after 12 weeks, I will of course replace or refund it. Your order may very well arrive sooner than this, but we can't be sure. The situation is just very unsure right now.

• Problems?

  If you have any problems, suggestions, requests, or questions about my shop or any products, please don't hesitate to contact me! Especially if you have trouble placing an order (I ship worldwide!), finding a product, or any questions about sizes, materials, or shipping times, please send me an email at [email protected] or a message via instagram.com/namiyakou or twitter.com/namiyakou, or use the contact form right here on Storenvy!

• Tracking & Insurance

  Most of the time, default shipping method is Economy (Standard), which is the slower but cheaper option that comes without tracking number. I highly recommend you upgrade to 'Registered Mail' to get a tracking number and Priority shipping which is usually a bit faster.

• Regarding REGISTERED MAIL

  If you chose Registered Mail, you or a family member may need give a signature for receiving the order! If you aren't home during any delivery attempts, and fail to pick up your order at the post office, it may be returned to me, and I can either refund you the product price only (not the shipping fees), or you can pay shipping once more and I will ship it again. Please note that sometimes, especially for Original artworks or large orders, I will upgrade you to Registered Mail. You will get a tracking number to see when a delivery attempt will be made. I can not refund you in full if your order is returned to me if you just fail to pick it up! The receipt of the order is your responsibility. It varies from country to country, etc, whether or not a signature is required.

• Processing Time

  Your order will be mailed out within about 1-10 working days. Please understand that I have to collect all orders and send them all at once to be able to afford offering you the cheapest possible shipping fees but I try to ship once per week. If you need your order quickly or want it shipped straight away, contact me before buying and I can tell you your options. I CAN ship your order on the same day or next day, but you will not be able to take advantage of my cheaper shipping and will be asked to pay full price shipping instead (double or triple what I am charging now).

• How long will it take to receive my order?

  Average wait times: Domestic (AUSTRIA ONLY): 1-7 days Within Europe: 1-5 weeks USA/Asia/Canada, etc: 3-12 weeks Due to the massive delays caused by the pandemic, orders may take longer than usual right now! Please be patient, but I guarantee you will receive your order eventually, or a refund/replacement should it get lost! The post office does not consider an order lost until 12 full weeks have passed so in case of a delayed order, you may be asked to wait that long. Please don't worry though, you will either get a replacement order, or a refund, so are definitely not out of luck if your order really disappears. NOTE: If you give an incomplete or wrong address and you order is lost due to this, I CAN NOT refund you or replace your order!! Please make doubly sure that your address is correct here in your Storenvy profile!

• Do you accept orders placed outside of the US?

  YES, I accept orders from anywhere in the world! Please be aware that international orders may take a bit longer to arrive since I am based in Europe. Orders outside of Europe may take 3 to 12 weeks, most arrive within 3 weeks though. NOTE: Mail is delayed due to the pandemic, and it takes around 4-5 weeks to the USA minimum.

• Order is Late, Lost or Damaged

  My order is LATE: Don't hesitate to contact me if you are worried and I can check if your order is still within its timeframe or already delayed. Events such as Christmas season, strikes, or weather conditions, are out of my control and may delay your order. My order is LOST: The postal service does not consider an order lost until 8 full weeks have planned, so sometimes you may just have to wait and see if it still arrives. If the order is truly lost, I will decide whether to refund you or replace the lost order. My order arrived DAMAGED: Please contact me right away, and take pictures of the damage and - if also damaged - the packaging. The timeframe to issue an investigation is very small so I will need this info ASAP. I will then contact the post office and they will investigate the damage and you may even get mail from them asking for your statement of the events. I will refund you or replace the damaged product(s). NOTE: Registered Mail helps to solve delays, loss, and damage problems much faster!

• Customs Fees & Import Restrictions

  You are responsible for your country's customs fees! It differs for each country, but several countries will apply a customs fee of about 20% to any order above about 20 to 30USD. Please find out if your order may be subjected to this or not. Buyers that refuse to pay their customs fees will not get refunded by me unless I receive the order back in perfect condition!! *** Some countries also have restrictions regarding the content that may be imported. If your order is turned back and shipped back to me because of such restrictions, I will refund you the product cost but not the shipping fees!

• USA Customs Form (new in 2020)

  It's the law now to include a printed out customs form with all orders going to the USA which will have the order contents and value. That means even if your order is a gift it will have the order value in that customs form.