Frequently asked questions.

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Frequently asked questions. *

Shipping & Delivery

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

● Europe & USA: 3–7 business days
● Rest of the world: 6–20 business days (depending on location)

Where will my order ship from?

I work with an on-demand order fulfilment company with facilities worldwide.

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at giorgia@studiopoes.co.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

If you believe an order has been lost in transit, please get in touch within 15 days of the estimated delivery date. I’m happy to send a replacement order or issue a refund.

Before contacting us about a lost order, please confirm the following:

  • The shipping address provided is correct and complete

  • Contact the local post office or the shipping carrier to attempt to locate the order

  • The order is not marked as delivered by the shipping carrier

  • Several working days have passed since the estimated delivery date (remember, the lost order claim must be submitted within 15 days of this date)

  • There are no recent updates from the shipping carrier in the tracking link

If your order has been returned to sender please get in touch and confirm the following:

  • The shipping address provided is correct and complete (even a small error, like a missing apartment number, can lead to delivery failure)

  • If the provided address is a PO Box or a Military address

  • Unclaimed shipments at customs

  • Unclaimed shipments at the courier's pick-up point

  • Recipient unavailable during delivery attempts

NOTE: No refunds or free replacements for orders returned due to an incorrect address or recipient rejection. If you'd like to receive a new order, you will be charged for it. If the return reason is something other than an incorrect address or recipient rejection, please get in touch. I'll investigate and provide a replacement free of charge.

Orders & Returns

How are your products made?

My illustrations are hand-drawn and created digitally using Procreate. I work with a print-on-demand company that has locations worldwide, so depending on where you are, your order will be printed and shipped from the facility that can fulfil it most efficiently!

I received a wrong/damaged product, what should I do?

I'm so sorry if the product you ordered arrived damaged or incorrect. If you’ve received a defective, damaged or incorrect order right out of the box, I will cover the costs of a new order. This includes:

  • Damage to the delivered products

  • Errors in the number or quantity of the delivered products

  • Lack of quality of the delivered product*

*NOTE: printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including: machine type, machine settings, paper types, humidity in the room. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

What’s your return policy?

I want you to be satisfied with the quality of the products you received. If you are not satisfied with the quality of a product please get in touch within 7 days of receiving the item and I’ll do everything I can to investigate and find a solution. NOTE: printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including: machine type, machine settings, paper types, humidity in the room. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

If you change your mind about your purchase, you have a 14-day cooling-off period, meaning you have the right to withdraw. If you decide to return the product within this 14-day period, you are responsible for the costs of postage and packaging. Please get in touch within the 14-day withdrawal period, and I'll provide the return address. More details can be found in the European Consumer's Guide.

Do you offer refunds?

Refunds can be offered upon request to customers who receive the wrong or damaged items, for items lost in transit, or for returns made within the 14-day cooling-off period, once the returned item is received.

Can I exchange an item for a different size/color?

At this time, I'm unable to offer exchanges. If you’re unsure about a specific product I'm always available to help however I can. Please let me know at giorgia@studiopoes.co within a week after receiving your order.