IMPORTANT: Please read shipping information on FAQ page before placing an order. FROM MARCH ONWARDS ORDERS WILL SHIP EVERY WEDNESDAY (ORDER CUT OFF WILL BE TUESDAYS 3PM GMT)
IMPORTANT: Please read shipping information on FAQ page before placing an order. FROM MARCH ONWARDS ORDERS WILL SHIP EVERY WEDNESDAY (ORDER CUT OFF WILL BE TUESDAYS 3PM GMT)
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Frequently Asked Questions

Enamel Pin Information

Pre-orders, how does that work??
I will sometimes put some pin designs up for pre-order on the shop. These will be pin designs already in production or pins I wish to make. Pre-orders help to make sure the pins you want get made! I usually offer a limited number of pre-orders at a reduced price. The pre-order post will state the expected time frame for the design. Please note that these can change based of things out of my control. I always post updates on my Instagram.
What does Pin Grading mean?

I check each pin individually to determine what grade it falls under. All pins are handmade and therefore errors are common.

Detailed breakdowns of each grade are shown below.

- A GRADE: Will have small flaws, in the metal or enamel such as tiny dents or tiny marks. Not very noticeable at all.

- SECONDS (B GRADE): Has more flaws than A GRADE pins but only noticeable close up. These are great for those on a budget but still want a nice looking pin.
- Including but not limited to: areas of uneven enamel, small spots of missing enamel, small scratches in the enamel or metal, dust or marks in and on the enamel & small errors in the metal.

- SECONDS (C GRADE): Has the most flaws that are much more obvious to the naked eye. Great if you want to grab a cheap version of a pin design for wearing daily.
-Including but not limited to: large pieces of missing enamel, incorrect colours used in different areas, larger areas of uneven enamel, over-spill in the enamel, large scratches & errors in the metal work.

PLEASE NOTE: Photos of individual pins and errors CANNOT be provided.

The metal on my pin(s) has started to change colour? What do I do?

It is very common for silver plating to tarnish over time and it is completely normal!

You can buy a range of different cloths and wipes specifically designed to clean silver plated items. I would recomment using something soft and not using too much of it as sometimes it can cause some of the rust to stick on the enamel, making it look dirty (espcially if your pin has white enamel on it!)

Gold plating can sometimes tarnish a little but is not as common. Again there are supplies avaible specifically for gold plated metals you can buy but generally i have found very little issue with gold plating tarnishing.

Please note that s this is a totally normal reaction and unavoidable, no refunds will be given for pins that tarnish over time.


Ordering and Shipping

IMPORTANT information regarding EU VAT (Coming into effect JULY 1ST 2021)
Due to the way that the UK works regarding VAT, Felfira Moon Designs will not be able to accept orders for the EU from July 1st 2021.
As a non-VAT registered business, we are LEGALLY NOT ALLOWED to charge VAT. As Shopify is a host and not a marketplace (unlike Etsy for example) it cannot handle the VAT for us. This also applies to Kickstarters. We will look into options for the future. Our apologies that there is nothing we can do at this time.
IMPORTANT information regarding COVID/BREXIT (Jan 2021)
January 1st 2021 saw the UK leave the EU and a number of changes come into place. Please keep these changes in mind when ordering:

1. Customs forms are now required for packages going to Europe. Currently there is still some confusion on fees on packages going from the UK to the EU. You may still need to pay some kind of importing fees imposed by your country. Please check these with you local government as Felfira Moon Designs is not responsible for any fees you may have to pay.

2. Due to more paperwork (going through new customs checks etc when entering the EU) and new strain of COVID in the UK, items may be even slower to reach you. This is completely out of Felfira Moon Designs control. Please see general shipping times below for a guide on how long we think items will take. This is based of our experience of shipping in 2020 but items may take longer as the UK/EU adjust to the new shipping requirements & checks.

How much is UK shipping? (+ shipping times)
Royal Mail have increased their prices as of January 2021. Felfira Moon Designs has updated it's shipping to more accurately charge customers for shipping.

UK

1st Class -
UNDER 100g: £1.35
100g - 249g: £1.90
250g and 499g: £2.45
500g and 749g: £3.40
750g and OVER: £3.95


Signed For 1st Class -
UNDER 100g: £2.75
100g - 249g: £3.40
250g and 499g: £3.85
500g and 749g: £4.80
750g and OVER: £4.95

Large orders may need to ship in more than one package. This will not effect your shipping costs.

PLEASE NOTE: It can take up to 24hrs for tracking numbers to update.

Current information on general shipping times:

UK: Royal Mail is still struggling with the amount of packages being sent through their system, therefore packages are taking longer to reach people than ever. Please check if your Postcode is on the Royal Mail Service Updates Page. If it is, then please know I cannot give you a timescale of how long your order will take to reach you. Otherwise, if it has been 3 weeks since you have received your shipping email but have not got your package, please contact FMD with your order number.

*Once your order has been posted, Felfira Moon Designs cannot be held responsible for any delays*

**Making a purchase from the shop as of JANUARY 2021, means you agree to the wait times stated times above** 

How much is INTERNATIONAL shipping? (+ shipping times)
Royal Mail have increased their prices as of January 2021. Felfira Moon Designs has updated it's shipping to more accurately charge customers for shipping. Unfortunately, places classed as 'ZONE 2' by Royal Mail have seen a bigger price increase (which FMD has been helping to cover since the changes were brought in earlier in 2020 but cannot keep doing that with the 2021 increases)


'EUROPE'
International Standard \ Tracked
UNDER 100g: £3.40 \ £8.80
100g - 249g: £4.40 \ £9.00
250g and 499g: £5.40 \ £9.95
500g and 749g: £6.35 \ £10.35
750g and OVER: £10.30 \ £13.80

UNITED STATES
International Standard \ Tracked
UNDER 100g: £4.50 \ £9.80
100g - 249g: £6.00 \ £10.70
250g and 499g: £8.40 \ £12.60
500g and 749g: £11.20 \ £14.60
750g and OVER: £23.10 \ £24.60

ROYAL MAIL 'ZONE 1'
International Standard \ Tracked
UNDER 100g: £4.50 \ £9.80
100g - 249g: £5.90 \ £10.50
250g and 499g: £8.10 \ £12.30
500g and 749g: £10.75 \ £14.15
750g and OVER: £17.75 \ £21.50

ROYAL MAIL 'ZONE 2'
International Standard \ Tracked
UNDER 100g: £4.50 \ £9.80
100g - 249g: £7.00 \ £11.60
250g and 499g: £9.90 \ £14.10
500g and 749g: £13.65 \ £16.90
750g and OVER: £20.85 \ £24.60

ZONE 2 consists of: Australia, New Zealand, Christmas Island, Fiji, Kiribati, Singapore, Tonga, British Indian Ocean Territory, Cocos (Keeling) Islands, Laos, Macao SAR, Cook Islands, French Polynesia, Nauru, Niue, Papua New Guinea, Samoa, Solomon Islands, Tuvalu, French Southern Territories, New Caledonia, Norfolk Island, Pitcairn Islands, Tokelau. ZONE 1 is the rest of the world.

Large orders may need to ship in more than one package. This will not effect your shipping costs.

**For items such as resin pieces & pin hoops/banners it is RECOMMENDED for international customers to select a TRACKED SHIPPING OPTION. As each piece is unique, it cannot be easily replaced so tracked shipping is the best option I have to get things to my INT customers safely**

All orders over £75 will automatically be upgraded to TRACKED shipping, no need to purchase tracked shipping.

PLEASE NOTE: It can take up to 24hrs for tracking numbers to update.

Current information on general shipping times:

Due to BREXIT & COVID, there will be extra delays. Royal Mail will pass onto a courier in your country. Once that happens, Royal Mail no longer has any responsibility of how long it will take for your package to reach you. Packages may take anywhere from 6-10 weeks to reach you. If it has been 10 weeks since you have received your dispatch email but have not got your package, please contact me with your order number. PLEASE NOTE: If you do not purchase tracking, FMD cannot tell you where your package is. We politely ask that you wait the 10 weeks before contacting us as we will not be able to do anything before that point. If you are concerned about post reaching you, PURCHASE TRACKING.

*Once your order has been posted, Felfira Moon Designs cannot be held responsible for any custom fees, any other fees you may have to pay or any delays. Please note that customs fees vary from country to country so if you are unsure what you may have to pay please speak to your local postal office/government before purchasing, who will be able to advise*

**Making a purchase from the shop as of JANUARY 2021, means you agree to the wait times stated times above** 

When will my order dispatch?
From March 2021 onwards, Felfira Moon Designs will ship orders on a Wednesday. Deadline for ordering each week is 3PM GMT TUESDAY.

Now FMD has a separate office, orders need to be packed and then taken home to take to the post office the next day due to where the post office is compared to the FMD office. Please note that there can sometimes be delays shipping items out. Please follow @felfiramoondesigns on Instagram for updates on processing and shipping.

I entered the wrong address at check out! What should I do?
Contact me ASAP! Use the contact form page to send me a message with your order number and the correct address. If your item has already shipped then please follow the instructions above to contact me with your order number and/or tracking. Depending on the outcome you may have to cover the cost of shipping to have a new package shipped to you.
My package says delivered but I don't have it?! (APPLIES TO TRACKING ONLY)
Please contact me asap with your order number and tracking number. I will then advise from there. Depending on the outcome (for example you made an error in the address) you may have to cover the cost of shipping to have a new package shipped to you.
Can I get my order cancelled/refunded?
I do not offer customers the option to cancel or get a refund on their orders. How ever I do retain the right to cancel and refund any orders at any time without any prior notice.
My countries customs rejected the parcel, can I have a refund?
If the parcel is being returned due to no fault of the buyer then a refund will be given BUT ONLY when items have been recieved back to Felfira Moon Designs. This may take time as returned mail is usually a lot slower to be shipped back.