FAQ
Frequently Asked Questions
CAN I CHANGE MY ORDER ONCE PLACED?
Once your order has been confirmed, it is unfortunately not possible to change it.
However, have no fear, if you have placed an order by mistake, please contact us and we will cancel your order and help you order the correct items if needed.
CAN I HAVE A DIFFERENT DELIVERY ADDRESS THAN MY BILLING ADDRESS?
Yes, we can ship your order to an address different from your billing address. This is very practical as part of a gift sent directly to the recipient. Don't worry. The invoice will be sent to you by email and the price will not be indicated in the package.
WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED?
You will receive a shipping confirmation email from us, containing your delivery tracking number, once your order has been dispatched. This means that your item has left our workshop and is already on its way to you. Please note that it may take a few hours after dispatch for an online tracking number to become active. You can then track your package directly on the carrier's website or on our page dedicated to order tracking.
WHY WAS MY ORDER CANCELED?
If your order was canceled unexpectedly, it's likely that our fraud filter flagged your order. Try ordering again using a PayPal account, or contact us to see how we can fix the problem.
CAN I TRACK MY ORDER?
When your order is shipped, you will receive an individual tracking number by email that you can use to track your order directly on the chosen carrier's website (La Poste, DHL, Fedex etc...) or on our dedicated tracking page. orders. We remain at your disposal if you encounter any problem.
PAYMENT WHICH PAYMENT METHODS DO YOU ACCEPT?
ACCEPTED : Visa, Visa Electron, MasterCard, Delta, Solo, Maestro, American Express, PayPal.
REFUSALAND : Cash on delivery, Bank transfer
DO I HAVE TO PAY CUSTOMS AND IMPORT DUTIES?
No, packages are shipped from France.
In the case where our packages are shipped directly from the workshop in Ukraine (in case of out of stock, the sculptures are made on demand), customs and import duties are paid upstream by our company.
If however the carrier asks you to pay them to receive your order. Please contact us as soon as possible by email, attaching the payment invoice so that we can clear customs or refund the amount you have been asked to pay.
CUSTOMS CONTACT MEAND TO REQUEST MORE INFORMATION?
When packages are shipped from the Ukrainian workshop, it may happen in very rare cases that customs contacts you for information on the goods.
Don't worry, these are random checks. You only need to inform the nature of the order (type of product and materials). If necessary, please use the form: "Contact us" to let us know the details of your problem and we will provide you with all the necessary information.
RETURNS WHAT IS YOUR RETURN POLICY?
You can find all the details of our return policy on our page dedicated to returns.
I RECEIVED THE WRONG ITEM, WHAT SHOULD I DO?
Errors do occasionally occur and we aim to correct them as quickly as possible. Please contact the customer service team using our contact form, we will get back to you as soon as possible to resolve the issue.
Remember to include your order number when contacting our customer service department to help us assist you as efficiently as possible.
