Cancellations may be made within 2 hours of placing your order if the shipping label has not been created. All cancellation requests are treated on a case to case basis and may be denied. Cancellations are not accepted during major events and sales.
Returns, Exchanges, and Damaged Goods
Due to the handmade nature of our items we do not accept returns or exchanges for change of mind.
Unfortunately, sometimes mistakes do happen, but we are always happy to make things right! If your item is damaged or faulty, or your order contains an incorrect item please follow these steps:
- Take a photo of the item/s clearly showing the issues
- Send the photos to firstname.lastname@example.org along with your order number and a brief description of the issue if it is not clear from the photo/s
- Once we have looked over your case we will contact you to arrange a replacement or refund. You will not be responsible for any shipping costs to return incorrect items or to send out replacement items.
Modifying Order Details/Combining Orders
We are unable to modify or combine orders during major events, new release days, and sales.
During quieter periods we may be able to combine orders that do not contain made to order products (i.e. stickers), but please send us an email before placing an order to avoid disappointment.
Goods will be delivered to the address specified on your order. We are not responsible for incorrect shipping addresses, so please make sure we have the right address for you. If you notice an error after you have placed your order, please contact us immediately by email. If your shipping label has already been created and paid for you will be required to cover the costs to create a new label, and if your order has already been shipped you will need to wait for the order to be returned to us and you will be responsible for the additional shipping charge.
Shipping and Customs
If you are experiencing delays in your tracking please contact your local postal service (for example USPS) and quote your tracking number. If you are unable to reach a resolution or find a solution with your local postal service please email us and we will do our best to help you.
We are not responsible for any customs and import duties, or any other local postal requirements that may be issued by your country. Any charges must be paid by the recipient of the parcel so please make yourself familiar with your local import laws and regulations.
Please note that orders are not considered missing until 14 business days for domestic (Australian) orders and 35 business days for international orders. It can take up to 35 business days for international mail, but if you have not seen movement in your tracking for 21 business days please contact us immediately so we can look into what may be causing it.
Reselling and Artwork Licenses
All of our designs feature original and unique artwork created by Fox and Cactus Pty. Ltd. All items and designs are for personal use only and are not to be copied, imitated, resold, or redistributed without our written permission.
We do not give permission to resell our items in a manner that may reflect negatively on our store. This includes repackaging and reselling our washi as samples, sticker pack samples, or anything that would imply that you are a licensed reseller of our products.