How long does it take to ship my order?
I usually package and send your orders within 1-4 days of you ordering but in times where I'm a bit busier it can take me up to a week.
How long will it take for my order to arrive?
Portugal- 1 to 15 business days
Europe- 5 to 20 business days
International- 15 to 40 business days
These times are estimated and delays can happen.
Can I cancel my order?
Yes, if your order isn't at the end of the packaging phase. After that all orders are final.
Why isn't my tracking code updating? (for US orders)
The Portuguese postal system only updates the tracking code up until the package leaves Portugal since USPS changes the code once it arrives in the United States so you should ask your local post office for the updated code.
Although you're not getting updates the tracked shipping assures me that your package won't get lost. In case of any issues the package is returned to me and I'll contact you.
Can I change my shipping address?
Yes, if I still haven't sent your order.
Just send me an e-mail at [email protected] explaining the situation.
Pre-orders:
Pre-order items are not refundable since the purchase of such items goes into the funding of the production.
These items are not in stock so they will only be shipped onde production is completed and they arrive at my studio.
If your order includes pre-order items please take into consideration that it will only be shipped once the pre-order item is shipped too. In order to avoid this you can order items separately.
The production and shipping of these items can take anywhere from 3 weeks to 2 months, so please be patient. All updates on the progress will be shared on my instagram: @grapejoonies.
Customs and import taxes:
Buyers are responsible for any customs and import taxes that may apply. The shop is not responsible for any additional fees or delays due to customs.
Returns and Exchanges:
Returns are only allowed if the item was damaged due to negligence on the store's end in the packaging phase.
If that is the case, please send an e-mail with photos of the damaged item so we can discuss and fix this issue.
Please understand that damages caused by mishandling of the package by postal services are not the store's responsibility and should to be discussed and further handled with your local postal service's customer support.
Exchanges will be allowed if the wrong item was sent due to a mistake on the store's end. The additional shipping fee is the store's responsibility.
If the customer ordered the wrong item and wishes to exchange it the additional shipping is their responsibility.
Privacy Policy:
All private information provided when placing an order will only be used up until the order is fully fulfilled during the processing time and as a way for the client to be contacted by the store regarding their purchase, if needed.
By placing an order the customer agrees to have read and accepted the store's policies listed above.
(last updated on the April 29th, 2023)
If you have any other questions please don't hesitate to contact me: [email protected] (´｡• ᵕ •｡`) ♡