SHIPPING AND RETURNS POLICY
IMP MAIL AKA SHIPPING POLICY
RETURNS AND EXCHANGE POLICY
We are based in the UK.
With all orders great and small we do ship worldwide. We are guided at any one time by both couriers and our domestic parcel service force as to which countries in a given month/year we can ship to. Things that might affect shipping can be pandemics, outbreaks of conflict, economic global crisis. If we can't ship to your location, we will always inform you and issue a refund.
International items heavier than 2kg and boxes larger than 90 cm in total size, WILL be sent via a courier service. We use DPD, DHL, UPS and sometimes FedEX. We always look for the best service for our clients. Delivery times can range between 3-7 days depending on where you are located in the world in relation to the UK.
International items small and large are sent tracked, this does mean shipping is a bit more expensive, but we are able to monitor your items journey.
Small International items weighing less than 2kg and smaller than 90 cms in total will be sent via Royal Mail (UK) and will then be handed over to your local postal service for delivery. Delivery times can vary, but Royal Mail estimates 7-15 WORKING days .
PLEASE be aware that international orders may be subject to delays due to customs.
PLEASE also be aware that international items may also be subject to customs charges. We cannot estimate what these charges will be. Charges are very much down to each individual countries customs policy. We are not responsible for setting customs charges.
All large items are sent with insurance.
If your item has not arrived within 30 days please contact us. We will work with you and our couriers/postal services to help locate any missing parcels as best we can. In some cases we may have to refund for lost items or send replacements.
Addresses MUST be correct prior to shipping, we cannot change addresses after postage.
For domestic orders we use both Royal Mail and DPD, UPS. DHL for shipping depending on the size/weight of your item.
Items of a value of £20 and over are sent tracked.
If your item has not arrived within 2 weeks please get in touch with us. Again in some cases we will either refund or replace depending on what has been ordered.
1: If incorrect addresses are provided by the shopper/client we cannot issue a replacement or a refund.
2: All items presumed lost items must be reported within 30 days (If INTERNATIONAL) or 2 weeks (If UK ) If reported outside of these time estimations we may not be able to refund or replace.
3: Refunds/exchanges are only given on damaged items, we do not issue refunds/exchanges on change of mind as all of our items are handmade by us.
4: Custom built items/COMMISSION ITEMS (Artdolls/Masks/Animal heads/Props) Partial refunds will be issued for any damage/ faults. Refunds will depend on the fault and photographic evidence must be presented. We will also try and work with you to help fix any damage/faults We cannot exchange custom items for replacements.
5: Premade shop items/ NON COMMISSION ITEMS (items that are not custom designed to a clients brief: Jewellery and pre made cosplay items, premade artdolls, small masks EXCLUDES FULL animal heads. Full animal heads refunds are treated the same as a custom item) Refunds and exchanges can be given on non custom built items. Partial refunds are given on faults/damage if the buyer wishes to keep the item, and photographic evidence must be presented. If you no longer wish to keep the damaged item and want a full refund, the item must be returned first before any refunds will be issued. It must be SENT TRACKED or refunds will not be processed. Buyer MUST pay for shipping.
If you want an exchange, we may require you to send the item back to us first before we send out a replacement. ITEMS MUST BE SENT TRACKED or no exchange will happen. Buyer MUST pay shipping costs themselves. In some cases you might not be required to send the item back, we will discuss each case based on an individual basis.
6: We MUST be made aware of any issues involving your order first. You can contact us via our contact page or via our email directly: firstname.lastname@example.org . As we are a working prop workshop it may take us a couple of days to reply.