Hertfordshire UK Fursuit

accessory and

plush maker

emmalcain@live.co.uk

Shipping and Returns Policy

Shipping

General Shipping Information


All items are shipped on Thursday unless otherwise stated or agreed. They are sent standard 1st class mail or Airmail unless stated otherwise on the listing itself. Combined shipping is available, just add all required items to your basket and checkout in one go. We cannot combine postage costs if bought/paid for seperately Shipping upgrades are available at checkout Postage generally takes up to 3 working days for the UK
Postage generally takes between 5 & 14 working days to arrive internationall Working days being Monday - Friday These dates ARE estimates, and even if your item is estimated to arrive by a certain date, it can on rare occasions take longer. We can only control when an item is dispatched, once it has left us it is up to the postal service to ensure it gets to you within the estimated dates listed above. Therefore we cannot guarantee arrival by a certain date if you live internatioanlly, however we will attempt to dispatch the item as soon as possible after the order has been placed so as to increase it's chances of arriving sooner as long as you have spoken to us before buying.




International Customers Wanting an Item by a Certain Date


Should anyone outside the UK require an item by a certain date please take the latest date of dispatch and arrival as the estimated arrival time to yourself. E.g. If you wish to purchase an item with a 3-5 day processing time please assume the item will take 5 days to make/send THEN as the estimated international shipping times are 5-14 working days assume it'll take 14 days to arrive to you. Giving 19 working days as the ETA for your item. Although items normally arrive earlier rather than later within estimates, estimating the longer times will help you know that your item should be there before your required date. Again, as mentioned previously, these are estimated times and due to delays etc sometimes experienced by the Postal Services it still could take longer to arrive




Correct Postal Address and Non-Collected Items


Please ensure the correct postal address is supplied as the Studio cannot be held responsible if address was supplied incorrect. In all cases we will ship to the address provided on your order, as it will be assumed correct. If the item is returned due to incorrect addresses, the buyer will need to pay additional charges to have it sent again or arrange pick up from the seller unless the incorrect address is deemed a mistake on the Studios part. If a buyer wishes to cancel the order after it is returned to the Studio, a refund will only be given for the cost of the item, not shipping. Cancellations will not be accepted for custom items in this case and instead the item will be held until postage for resending is paid. The same applies for Non-Collected Items which are returned to us by the Postal Service.




Shipment Tracking


Sost smaller items in store are sent via first class post or airmail. These are NOT tracked and so do not have a tracking number, sending number or any way to find them along their journey. In this case, should you wish for your item to be tracked, you MUST select the required option at checkout. Most larger items like tails, plushies etc are automatically sent via a tracked service. Shipping options that can be tracked; - Special Delivery ( UK only) - International Tracked - International Tracked and Signed ( The standard international shipping method we use if the country you reside in accepts it, alternatively we will use "Tracked")




Guaranteed By a Certain Date Arrivals


First, Second, Recorded, International Tracked, International Tracked and Signed, International Signed For and Basic Airmail are not guaranteed services, I.e. not guaranteed to arrive by a certain date, as the postal service(s) do not offer this guarantee on these services. Next Day/Special Deliveries are guaranteed by 1pm the next working day (Monday to Friday delivery). This Next Day/Special delivery service is available in the UK only. Therefore no compensation can be given for items arriving outside their delivery times, unless sent via the Special Delivery method (UK Only). Should you item arrive late and you would like compensation please do contact us for information. Currently there is no guaranteed service for intentional buyers




Customs Fees, Income Taxes Etc


It is the buyers responsibility to pay for any customs fees, income taxes etc that their Country may charge for buying abroad. If you have any questions regarding this, please contact your Countrys Border Control. All our items are sent from England, United Kingdom (Britain)




Special Delivery


If you believe your item is late and it has been sent via Special Delivery please contact the Studio. Compensation can only be given should the order arrive outside of it's 1-working day estimate after dispatch and if deemed late by the Royal Mail (shipping company). Compensation will be given once reembursed by Royal Mail themselves, compensation is not given directly from the Studio. You will need to contact us within 3 working days of it's arrival to claim for compensation




Winter Season & Halloween


During winter, especially around Christmas, delivery times will likely extend due to the strain on the postal service and weather. Please be sure to take this into account when buying for a certain date within the winter season (November to January) Often the Studio shuts around Halloween to enable us to catch up with orders. Should you wish to order for this date, please give plenty of time Please see our Facebook page for updates on last posting dates during the winter season; http://Facebook.com/EmmaCainArtist





Refunds and Exchanges

Returns and Exchanges General Information


Returns and exchanges, while accepted in most circumstances, are not accepted on our made to order, custom, mystery boxes and sale items However, we will happily accept a return or exchange should the item be faulty or incorrect. This is the only time we will accept a return/exchange. Items being slightly different in size and shape or colours slightly different are not classed as 'incorrect' - it should be expected that all handmade items will have some differences/variation in them. The buyer must email us stating why they wish to return the item within 14 days of receipt with photo proof of any damage or error. The item must then be returned within 7 days of the return acceptance email. Items being sent back are highly advised to be sent via a TRACKED service or at worst, a proof of posting should be recieved from the Postal Company upon sending. Any items lost in transit on their return will not be refunded by the Studio. Any refunds in that case will need to be taken up with the postal service you used, e.g Royal Mail. Please also make sure to use the correct postage, if any charges incur due to improper postage being paid, this amount will be deducted from the refund you will receive or will be added onto the amount needed to pay for the exchange. Any custom fees for sending items back will be taken off of the refund amount due to you, this also applies to any other fees incurred.




For REFUNDS on ERROR items


If the item you have received is incorrect and it is a mistake by the Studio, for exmaple you ordered a cat tail but received a wolf tail, you may be requested to ship the item back. When the item is received by the Studio and it is deemed to be in the same condition it was sent in, a refund will be given for the full cost including postage to and from the Studio. Should there be any damage to the item when being sent back, a fee may be charged.




For EXCHANGES on ERROR items


If the item you have received is incorrect and it is a mistake by the Studio, for exmaple you ordered a cat tail but received a wolf tail, you may be requested to ship the item back.

When the item is received by the Studio and it is deemed to be in the same condition it was sent in, a new item will be sent and the full cost of postage to the Studio refunded. Should there be any damage to the item when being sent back, a fee may be charged before the new item is sent. If there is a price difference between items, a listing will be created for the difference or a partial refund given, depending on the circumstance.




For Returns OR Exchanges on DAMAGED items


Once it is deemed the item was indeed damaged in transit and a claim made with Royal Mail, the Studio will give the option for EITHER a refund or exchange. Further details will be discussed with the buyer on an event by event basis.




Fully Custom or Commissioned Pieces


Returns/exchanges are NOT accepted on custom made items, due to them being made to the specifications of the buyer. This includes but is not limited to custom plushies, paws, custom colour products (ears, horns, wings etc), custom shaped tails or horns. Cancellations are accepted in extreme circumstances. If the order has been cancelled mid-way through creation, the Studio reserves the right to continue making the plush or custom item if it has been cancelled and sell via a convention or online, should the item be near completion. This applies even if the item is of the buyer's own design. Please see --> here <-- for more information on Custom Item Cancellation




Non Arrivals


If your item has not arrived, refunds or replacements will be given AFTER 25 working days from dispatch for international buyers or after 20 working days for UK buyers. This is when the postal service classes items as lost. If items have not arrived after this time (25/20 working days) a full refund will be given or a replacement sent, depending on your preference. NO REFUND/COMPENSATION IS GIVEN IF AN ITEM ARRIVES OUTSIDE IT'S ESTIMATED ARRIVAL TIME, UNLESS SENT VIA SPECIAL DELIVERY (UK ONLY) - PLEASE SEE 'SHIPPING POLICY' FOR MORE INFORMATION




Damaged Goods


If your item has arrived damaged, you must email the Studio ASAP. Include photographs of the damaged item and the package it was sent in. Photos of both of these are required to make a claim with the Postal Service. If photos cannot be provided for any reason then a refund or exchange will not be provided. Any refunds/compensation in this case are provided by Royal Mail themselves not the Studio. This means, the Studio will not provide a refund until the claim has been solved with Royal Mail - often 30 days after the claim has been filed. We cannot be responsible for wear and tear on items or accidents i.e. bumps, drops, hungry or interested kids or pets.... Refunds/exchanges/compensation are not given in this instance





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