Shipping and FAQs
♡ Note on combining orders
You can combine orders as long as it's notified before one of the orders leave. You will be refunded the unused shipping fee.
Currently there are three different point of sale: Main Store (the one with prints, pins, charms, etc), Special Store (the one dealing with preorders and special items) and the Etsy Store. You can only combine orders made inside the same store. Etsy is a different system from the other too and combining is not possible. The other two stores currently use incompatible shipping methods so combining is not possible either. Sorry for the inconvenience.
♡ Announcement for EU and UK customers
Currently accepting orders from EU and UK in this store please be aware that you need to pay Customs and VAT upon delivery since it's not being collected at checkout. If there's any problem with your package please don't hesitate to contact me. This is a test to see if EU/UK orders can be managed from this store instead of a separate one so I need to know what problems you have so I can help you and also asses if its viable. Thank you!!
♡ Where do you ship from?
Everything ships from Vancouver, B.C. in Canada :)
♡ Do you accept international orders?
Yes! but there might be some limitations on delivery to certain countries. If you don't see your country available at checkout please contact me.
♡ What is your processing time?
Shiroi Room is a small independent artist business run only by me at the moment, which means I will be the only person in charge of fulfilling orders. Generally processing times are between 3 to 10 days however in especial circumstances like a reopening, a launch or a restock it will take longer due to the volume of orders. Feel free to contact me any time to ask about the status of your order.
♡ When will my order arrive?
Delivery times are estimated by the shipping service as follows:
Canada: Delivered 2 - 10 days after shipment
United States: Delivered 1 - 3 weeks after shipment
Overseas/International: Delivered 2 - 12 weeks after shipment
This time doesn't include processing time. When you receive a notification of shipment is when your shipping label is created, usually after one or two days is taken to the shipment facility to be sorted.
Times also depend on the shipping method you chose at check out.
♡ I would like to have my order before a specific date, is it possible?
I cannot guarantee something will arrive by a specific date but I can prioritize your order in case you need it for special event like gifts for birthdays that are needed before a certain date. Please contact me if this is the case.
♡ How much is shipping?
Shipping is calculated at the time of checkout. Depending on your country, what you ordered and the shipping method you chose, the price will vary.
You can see the cost of shipping by adding everything you want to your cart and going through the process. It will show you the total cost before asking for any payment.
♡ Does the shipping cost depend on now many products I buy?
No. Postal services charge by weight and they offer fixed prices based on range of weight with a minimum starting price that goes up in small increments. Orders inside the same weight range have the same shipping cost, no matter number of products or price of the order. Generally, this means that the more you order the cheaper the shipping will be per product.
Example: if shipping for one pin cost $6.50, shipping for two, three or four pins will also be $6.50.
♡ My order is taking longer than the delivery times says. What do I do?
Please contact me and I'll try my best to help you.
♡ Does my order have a tracking number?
The default shipping method is with tracking number.
Clients from Canada can choose untracked small package for a discounted rate. If the package is to big the untracked option won't show and you can choose between Standard Tracked Package or Xpresspost.
Some countries are restricted from tracking, these cases are dealt individually so if this is your situation you will receive information and support.
♡ What happens if my order gets lost?
It doesn't happen too often but it does happen from time to time. The best way to avoid problems is to choose a shipping option that supports tracking (Tracked, Expedited, XpressPost or Priority) when available. The Postal Services say they are not responsible for lost packages that are not tracked so I can't do anything about it, meaning there's no refund if a not tracked order gets lost.
If a tracked package goes missing, Post office can try to find it and if for some reason it doesn't I'm happy to assist you in getting your order to you as soon as possible.
If a package goes missing because there's an error in the address you provided, I can't do anything, so please check carefully your address.
In any case please contact me if this happens, every case is different and might allow for different approach.
If items need to be shipped again this won't have any cost to you and refunds will only be provided if items cannot be replaced.
♡ My order is damaged or something I ordered is faulty what do I do?
In any of these cases the products would be replaced (same product but different unit) at no cost. Please contact me and provide pictures and explanation of the problem.
Understand that many product I sell are handmade, for example pins and printed t-shirts so they are all a bit different and might have small imperfections.
♡ What if there is something missing in my order?
If this is the case please contact me and I'll be happy to help.
♡ Can I exchange something?
Currently only clothing can be exchanged but please pay attention to the measurements to avoid possible exchange.
If you wish to exchange a product please contact me and we will arrange it. You will be responsible for the cost of shipping back and forth.
Remember that if you need a replacement because the product is damaged that will have no cost to you.
♡ Can I get a refund?
If you cancel your order before it has been sent for any reason you will get a full refund. If your order has shipped already you need to send it back and upon reception you will be refunded the cost of the order minus the shipping, once the order has arrived back.
For refunds pertaining lost packages please look at 'What happens if my order gets lost?'
Thank you for reading all this info! ~♡