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FAQ & POLICIES

WHEN WILL THERE BE MORE MUGS?

Flower Maidens and Fruit & Flower mugs are no longer available. It is possible that in the future I will reprint those designs, but for now, they're archived. Night Owls and Gnomes mugs will be available October 1st, 2017 at 9am PST. Please note they will not begin being shipped until after 10/8/17. We are expecting a lot of orders, and thank you for your patience in advance as we work hard to fulfill your orders as quickly as we can. 

WHEN WILL YOUR ORDER BE SHIPPED?

I fulfill orders once or twice a week depending on volume. Which means depending on what day you place your order, (and unless you've ordered something backordered or on pre-order) your items will be shipped within 0-7. You will receive a shipping confirmation via email when your item has been fulfilled, though it may take a few hours to a day before it hits the mail stream and becomes trackable.

HOW LONG WILL IT TAKE TO ARRIVE?

I ship all orders through USPS, from NW Washington. Orders within the US generally take 2-10 days depending where you live, and international orders generally take 10-20 days. Yes, even if you live a stone's throw away in British Columbia, your order likely has to be sent all the way to California to be sorted by US Customs. 

WROTE THE WRONG ADDRESS?

Please email me at info@phoebewahl.com ASAP after placing your order with any address changes. If you've already received a shipping notification, please email me so that I can expect a possible return to sender & we can find a solution.

MISTAKES ON OUR END:

Too few of an item? Too many? Is something missing? We are a small human-run business, and so errors DO happen. We appreciate you bearing with us! Please contact us at info@phoebewahl.com if there was an error with your order. 

RETURNS, EXCHANGES & REFUNDS: 

  • I accept returns within 30 DAYS OF PURCHASE. To request a return, email info@phoebewahl.com with the details of your order, and your reason for requesting a return. The buyer is responsible for ALL RETURN SHIPPING CHARGES, including re-shipping of a replacement item. UNLESS the shop is at fault (see below).*
  • If the shop is at fault, for example if your item(s) were sent in error (wrong item, wrong quantity etc.) or are defective (damaged or mis-printed) we will cover shipping return and/or exchange charges. 
  • You can ALWAYS cancel your order & have it refunded BEFORE YOUR ITEM HAS SHIPPED. Please notify me ASAP if you'd like to make any changes to or cancellations of your order. 

*Please note that if you wish to exchange your item, it is NOT guaranteed I will have the the new item in stock, in this case, you can either opt for a refund or a price equivalent coupon for future use. 

 LOSSES & DAMAGES:

I am NOT responsible for damages or losses incurred in transit via USPS or an international postal service. That being said, please contact me ASAP at info@phoebewahl.com if you think an order is was lost or damaged in transit, and we can discuss options and actions to take.

CUSTOMS/DUTY FEES: 

If you live outside the US, depending on the value of your order you may be charged international customs, or duty fees and taxes. Please note that I am in NO WAY responsible for any customs or duty fees due upon receipt of your international order. It is the buyer's responsibility to be aware of their resident country's fee thresholds surrounding the purchase of international goods.