COMMONLY ASKED QUESTIONS
WILL YOU RESTOCK OUT OF STOCK ITEMS?
Most items are short limited run. We usually restock best seller items.
HOW DO YOU HANDLE PREORDERS?
We hold the entire shipment until all items are available to be shipped. If you would like us to ship your pre-ordered items separately from non preorder items, please let us know with a note on your order
I ENTERED MY ADDRESS WRONG AT CHECKOUT!
Please CONTACT US immediately with your Order Number! As long as the order has not been shipped yet, we can add the information for you on your order. We usually will try to reach out beforehand if the address looks incomplete!
I WANT TO CANCEL MY ORDER.
As long as the order has not been shipped, feel free to CONTACT US with yourOrder Numberand we will cancel the order for you!
CAN YOU SIGN OR PERSONALIZE AN ITEM IN MY ORDER?
Unfortunately, no. The artist lives in a different area than the fulfillment center. Very few items are marked as Signed by the artist, and those are not personalized.
I PLACED AN ORDER BUT DID NOT RECEIVE AN ORDER CONFIRMATION EMAIL!
Please check your spam or promotions folders for a confirmation email.
If you did not receive one, please CONTACT US with your full name, shipping address, and items ordered and we will resend an email confirmation to you!
WILL I BE CHARGED SALES TAX OR VAT?
Will I be charged Sales Tax or VAT?
If you are located within the US, you may have to pay Sales Tax at the time of purchase, depending on which state you live in.
If you are located within the United Kingdom, you will have to pay VAT at the time of purchase.
If you are located within the European Union, you may have to pay VAT at the time of importation, as determined by your local customs authority. By placing an order on this store, you agree that you are responsible for these charges.
SHIPPING QUESTIONS
WHERE IS THE STORE BASED?
This shop is currently split across two locations: the artist's home in Chile, and a fulfillment warehouse managed by White Squirrel, out of Everett, Washington, in the United States.
Some items are fulfilled from Chile and others from the USA, for that reason your order may be divided into two packages.
WHAT IS YOUR SHIPPING POLICY?
View our [SHIPPING POLICY].
DO YOU SHIP INTERNATIONALLY?
Yes we do! Please be advised that shipping costs are considerably higher, and unfortunately that is beyond our control.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Our goal is to ship your order to you within a week of when you placed it, regardless of which shipping option you chose at checkout.
Sometimes, like when we launch a new product or open the store, we get a higher than usual volume of orders. We're working as fast as we can to get the shipments out, and we appreciate your patience.
All orders will be sent with tracking numbers and you should receive an email from the shop with that info as soon as your item ships.
Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.
HOW LONG IS ORDER FULFILLMENT?
Please allow 1-7 business days for fuflillment. During launches and sales, please allow additional business days for fulfillment as we receive more orders than usual.
If you have not received a tracking number within 2 business days, please CONTACT US.
THE TRACKING NUMBER SAID MY ORDER WAS "RETURNED TO SENDER." WHAT DO I DO?
If your order was returned to us due to a shipping address error, you must pay the shipping fee again and provide an accurate shipping address for the order to be reshipped to you. Please CONTACT US and you will be invoiced accordingly.
TRACKING NUMBER SAYS THE PACKAGE WAS "DELIVERED" BUT I NEVER RECEIVED MY ORDER.
Please note that we are not responsible for any packages lost/stolen after the package is dropped off by USPS. We cannot offer to replace or refund lost packages that are marked as DELIVERED.
Always check with your local post office first to see if the package was misplaced. It is common for the package to arrive days after the tracking's delivery date.
Unfortunately, USPS will not accept any claims if the package was scanned as "Delivered".
If your package is marked as LOST/UNRECOVERABLE, please CONTACT US to arrange a refund.
HOW DO YOU DETERMINE SHIPPING CHARGES?
We ship through the United States Postal Service, UPS, and DHL Express. Shipping costs are calculated automatically based on the weight and size of the package, and the destination.International shipping estimates can be exceptionally high, so if you are charged a higher rate than the actual cost, we will let you know.International shipments may incur customs charges from your home country, we are not responsible for the payment of these charges.
DO I HAVE TO PAY DUTY OR IMPORT CHARGES?
All orders placed by customers outside the USA may have to pay additional fees when your order is imported into your country. This is the responsibility of you, the customer, not the artist nor fulfillment company.
RETURNS AND EXCHANGES
I RECEIVED MY ORDER BUT THERE WAS A MISTAKE OR THERE WAS A DEFECTIVE ITEM!
Please CONTACT US with your ORDER NUMBER with photos of the item(s) and we will be more than happy to initiate an exchange to remedy your order!
WHAT IS THE RETURN AND EXCHANGE POLICY?
If the item you purchased arrives broken or damaged, please contact us.If you order apparel and it doesn't fit, we can organize and exchange with you, but you will have to pay for return and re-shipment costs.We do not offer cancellations, refunds, or returns.