TERMS AND CONDITIONS: CUSTOM  COMMISSION  ITEMS

IMPORTANT INFORMATION THAT ALL CUSTOMERS REQUESTING A CUSTOM ITEM/COMMISSION MUST READ BEFORE PURCHASING. WE WILL ASSUME YOU HAVE READ THE T+C'S WHEN YOU PLACE AN ORDER.

CUSTOMER CARE INFORMATION

1: Items must be stored in a cool environment. Certain materials such as plastics/resins/eva foam can warp in hot temperatures. Items must also not be left in direct sunlight for the same reason as well as possible colour fading over time. If wearing outside on a hot day please be mindful of the environmental conditions and find cooler areas/shade to help prevent any distortion from happening. DO NOT LEAVE IN HOT CARS. If travelling to cons/shows in a car , please have the AC on. 

2: Painted items must be cleaned carefully. You will receive instructions based upon your item specifically. Treated/dyed fur must not be washed, only spot cleaned if necessary. Please also avoid wearing in the rain. Some of the paints/dyes we use are water based. 

3: Do not store anything on top of your custom built item as this could cause damage and /or warping.

4: When not in use please support the item if possible. 

5: Repairs: If your item does become damaged over time from use/wear and tear, we may be able to repair it for you. Items must be sent back TRACKED. You will be required to pay for any repairs and shipping fees. If you ask someone else to repair your item and then aren't happy with their repairs, we are not responsible for their work. Before sending items back we will need to see photographs, which will help us to estimate repair costs. We will not repair any deliberate damage made to items.

INTELLECTUAL PROPERTY

All creations are the IP of the The Forgotten Imp. Items are to not be recreated. Items photographed still remain the IP of The Forgotten Imp. Anyone found using our images for their own financial gain we will take legal action against. Anyone found selling items with our original characters on, we will take legal action against.

SHIPPING

1:All items are sent tracked and with insurance. We will do our best to find the most competitive shipping rates with companies we find reliable. 

2: If any damages during transit occur, please report these within 24 hours of receiving. Please also provide photographic evidence. 

3: Presumed lost items must be reported 2 weeks after dispatch if UK based or 30 days if INTERNATIONAL. Outside that time frame and we may not be able to issue any refunds on lost items. We assess each case on an individual basis.

 

4: We are not responsible for any customs charges that might be incurred. These are set by each country. 

5: We are not responsible for any delays caused by customs, weather , conflicts or pandemics.

 

6: Prior to shipping we will send images of the final item. We will wait to hear from you before posting. Any delays in getting back to us on the final look of the item may result in delays of item being shipped out. 

 

 

PAYMENT & PAYMENT PLANS & PRODUCTION

1: We can offer payment plans. Standard plans are 20% non refundable deposit to secure a commission slot, with then further payments split into 2-3 instalments (also non refundable)  We can increase the number of payments but this may make production/wait time to receive the item longer depending on the time between payments. 

2: Once an order has been placed for a custom made item, it cannot be cancelled or refunded. You must be fully sure before purchasing.

3: Time frame for custom work is 2-4 months outside of shipping. The exception being if you the client has requested payments split over 5-6 months.  Delays in payments may also cause delays in production. There may be situations where delays are caused at our end, these might be due to illness, supplier issues or pandemics/conflict. If delays do occur at our end we will keep you informed. 

4: You must be 18 years and above to order a custom item. If you are below this age, your legal guardian must be the one responsible for payments. If it is learnt that you are under 18 and have placed an order, your legal guardian must fulfil the payment of the order.

5: Once a design has been confirmed, changes cannot be made past certain stages. Due to the various production stages, sculpting, moulding etc, we may not be able to alter a design if your change your mind. We will send pictures of the work at certain stages to confirm certain design elements/details. These will vary depending upon the project. We will get you to confirm and sign off on these stages. Once signed off, if you wants changes to be made at a later date, these may NOT be possible. If they are , extra charges may be added to the cost of the custom item. We will discuss any additional costs before proceeding. 

 

6: Please keep an eye open for communication in regards to work in progress images. We will also send images of completed item prior to shipping.  Please also be aware that slow correspondence may also cause delays in the production.  

REFUNDS

1: For custom items partial refunds will only be given for damage caused in transit. Partial refunds will not be given for damage caused by wear and tear or intentional damage or misuse. Photographic evidence must be sent before we can authorise any refunds. Damages must be reported with 24 hours of receiving shipment.

2: Once an order has been issued, refunds cannot be given. By placing an order you have committed to the sale and building of a custom commission item. Orders cannot be cancelled. 

3: Refunds and exchanges are not issued based on the changing of one's mind upon purchase.

BY PLACING AN ORDER WE WILL ASSUME YOU HAVE READ THE TERMS AND CONDITIONS.

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