I. Placing an order:
- Why has my discount code been not been applied?
You have to meet the requirements to apply the discount code on our product page or website, please check it before applying or you can Contact Us.
- Why have I not received the order confirmation email?
An order confirmation email has been sent automatically after you place an order, so please check your email or spam box. If not, please contact us. at email@example.com.
- Can I order a personalised item without custom name?
Yes, of course. If you wouldn't like to add name, you can leave a space at custom name box.
- Can I request my design or new cliparts for my personalised items?
Yes, you can send your request to our mailbox: firstname.lastname@example.org or click here. We have personate artists to fulfill your request.
II. Modify and cancel order:
- I would like to modify my order?
You can request to modify your personalised item within 24 hours of placing an order by clicking here or email us at: email@example.com. We cannot help you modify them after 24 hours because our factory processed your order at that time.
- I would like to cancel my order?
You can cancel your order within 24 hours of placing an order by clicking here or email us at: firstname.lastname@example.org. You cannot cancel your order after 24 hours because our factory processed your order at that time.
- Can I change the shipping address?
We can support you to change your shipping address if your parcel doesn't ship out. If it's on the way, unfortunately we cannot change it. But you can contact your delivery courier to change it or negotiate them to pick up your parcel, we will send you tracking number and your local courier.
III. Shipping & Delivery
- My tracking number doesn't work?
If your tracking number doesn't work as soon as you receive the email confirmation, please allow 48 - 72 hours for your tracking number to update and check again. If after 72 hours, if you are still experiencing problems, please Contact Us.
- When will my order process and ship?
All items in our store are made-to-order, which means that these prints are only made for you. Therefore, it takes a little time to process.
To estimate the delivery date, please read our Shipping Policy
After your parcel is ship out, we will send you a shipping confirmation email, you can follow and Track Your Order.
- The tracking shows my order as being delivered, but I still haven't received it?
We are so sorry to hear that you did not receive your package.
Sometimes, to ensure the safety of your shipment, the carrier may have placed it in a safer location, please check:
Any area out of potential weather hazards
Exterior doors and any locations where the package could be placed
In rare cases, a package may show as 'delivered' but could take additional 24 hours.
If within 2-3 business days, you still have not received your package , please contact us again, we will support you. Please click here to contact us.
IV. Delivered Order
- I want to return my order because I'm not satisfied with your product Or I received the wrong/ damaged / missing package. What should I do?
Our mission is to catch up with customer satisfaction and want to make sure our customers feel perfectly safe when shopping with us. Therefore, the only action you need to do is to contact us at: email@example.com.
- How many payment methods do we offer?
We offer safe shopping through payment methods: Paypal, Credit Card (Visa, Master Card, Apple Pay, American Express, Discovery, etc...). All products are published in our default currency GBP, we also use an application to determine your location IP and convert GBP to the local currency you are in if you are outside the United Kingdom. We do that because we would like to show the real price of the product in your currency.
Please note that when you check out, your transaction will be recorded in our primary currency GBP. So, if your bank account uses different currency, it will be converted based on exchange rate at that time and you cannot avoid the difference of exchange rate.
- Will my card's information be safe?
Our store is operated in Shopify Inc. platform, which is a provider that allow us to sell products and services to you. All your database will be protected by Shopify through firewall. We understand your scary, don't worry, it is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
- My card is declined. Why is it?
There are many different reasons why your card is declined. You can enter wrong information such as: card number, expiration date, security code.
Please enter your card information again. Our payment gateway accepts international transactions, so if you're still failed, please check with your credit card company if your card can complete international transaction.
- Do I need pay for any taxes, imported fees or duties?
Our price we set on our website is included VAT, you don't need to pay any tax fees at the checkout step.
If you have any questions about payment or you face with any payment issues, you can email us at: firstname.lastname@example.org. We are willing to help you.
V. Other issues
- Report a website issue
If you have problems trying to order from our website, please report the problem to the technical team.
Joyous-Folksy appreciates your input. We will give you a 20% discount code if you report it successfully. Please contact us at here.
- Wholesale Program
We offer wholesale pricing with involved up to 30% OFF depending on the quantity of items you want for wholesale price. Please contact us at: email@example.com.