FAQ
Payment
What payment methods do we accept?
Available payment methods appear at checkout based on your location (cards and/or digital wallets). Please note that your bank/card issuer may apply currency conversion or cross-border fees—these are charged by your financial institution, not by us.
Is my payment secure?
Yes. Payments are processed by compliant payment providers, and we do not store full card details on our servers. If you ever see an unfamiliar charge, email jessdessin@gmail.com with any details you have—we’ll help you check it quickly.
Why was my order cancelled after payment?
To protect customers, some orders may fail automated risk checks. If an order is cancelled, you’ll receive a full refund to the original payment method.
We’re so excited for your order to reach you. Here’s what to expect—from processing to delivery.
Shipping
How long does shipping take?
Estimated transit time (after dispatch):
- HK/MO/TW: 4–7 business days
- SEA & AU: 10–13 business days
- EU & NA: 10–16 business days
Delivery dates are estimates and may be affected by carriers and customs.
How can I track my order?
Tracking usually appears within 1–2 hours after warehouse acceptance, and last-mile updates may take 1–3 business days after dispatch. Small tracking gaps are also normal during transit handoffs. If tracking is past your region’s estimated window with no movement, email jessdessin@gmail.com and we’ll start a carrier check.
Will I need to pay import taxes or customs fees?
For most regions, any applicable duties and clearance fees are calculated and collected together with your order at checkout—so you won’t pay anything extra on delivery. Customs inspections are random and can add time (typically 1–5 business days, rarely longer); if customs requests additional info (e.g., sales link/invoice), we’ll contact you to help coordinate.
What happens at delivery?
In many countries/regions, carriers may treat doorstep drop-off as delivered, so we recommend shipping to a secure address. If your package shows “Delivered” but you can’t find it, check your delivery area first (front desk/mailroom/neighbors), then email jessdessin@gmail.com—we’ll help start an investigation based on tracking.
Can I change my address or cancel my order?
Please contact us within 24 hours of purchase. Once fulfillment starts or the order ships, changes/cancellations may not be possible.
We put a lot of care into every product we ship. Because most of our items are limited and carefully prepared, we don't offer refunds or returns at this time. If something arrives with a verified quality issue or shipping damage, we'll take care of it by arranging a replacement.
Refunds & Returns
Do you offer refunds or returns?
At this time we don't offer returns or exchanges. If your item arrives with a verified quality issue or shipping damage, we'll arrange a replacement at no extra cost — just email us within 7 days of shipment with your order number and photos.
Can I cancel my order?
Yes—within 24 hours of purchase by emailing jessdessin@gmail.com. If fulfillment has started or the order has shipped, cancellation may not be possible.
What if my item arrives damaged, is lost in transit, or has a quality issue?
Contact jessdessin@gmail.com within 7 days of shipment with your order number, clear photos of the outer packaging (label visible), and photos/videos of the item issue (an unboxing video helps). If verified, we’ll support you with a replacement (see our Refund Policy).
Terms & Conditions
Can prices, promotions, or orders change?
Prices, discounts, and promotions may change at any time, and we don’t offer retroactive discounts for orders placed before a promotion. We may also cancel orders in rare cases (e.g., suspected fraud, inventory issues, or address problems)—if that happens, you’ll be refunded in full to the original payment method.
Who owns the artwork and characters on the site?
All site content (artwork, characters, designs, logos, images, text) is owned by us and protected by law.
