Where do you ship to/from?
All orders are shipped from California (USA) through Pirate Ship and USPS!
Excluding the United Kingdom and Germany, we ship to most countries allowed through USPS. On the chance that we cannot ship to your country, your order will be cancelled. You can check current mailing suspensions here before ordering.
While we have no plans to ship to Germany in the future, we would like to eventually open an Etsy storefront to handle UK orders. Our current estimate is sometime after the new year, once the entire Persona Lil Buddies collection is in stock!
When will I receive my order?
In stock items will typically be shipped out 3-7 days after your order has been placed. You will recieve an email notifying you that your package is being prepped for shipment.
Preorder items are ordered after preorders close and are typically expected to ship out in 1-2 months. Once the items have arrived and been thoroughly checked, you will recieve an email notifying you that your package is being prepped for shipment. Please keep in mind that this estimate is subject to change based on the specifics of each production. If there are any considerable delays, there will be an announcement on social media!
If your order contains both in stock and preorder items, it will not be shipped out until the last preorder item has arrived. To avoid this delay, please make two separate orders.
Can I cancel/change my order?
All orders are final, meaning that once an order has been placed, it cannot be refunded or the contents of it changed.
I need to fix/update my shipping address.
If you haven't received a tracking number via email yet, please use the contact form and simply provide us your order number and new shipping address.
If you have received a tracking number via email, please use the contact form ASAP so that we may hopefully update your address before your order is dropped off. Keep in mind that at this point in the process, you will need to repay the shipping fee for a new label.
If we have already dropped off your package, there's unfortunately nothing else we can do. For preorder items that take longer to ship out, you may update your shipping address at any point, even if we haven't received them yet. Please don't worry about it being a bother!
Packages that may be considered "lost" due to the customer filling out an old or incorrect address will not be refunded or replaced.
I'm missing an item in my order.
If you're missing an item in your order, please use the contact form and provide your order number as well as the item you're missing. If the item is in stock, we will send out a replacement with free shipping. If the item isn't in stock, we can either send a different item of equal price or refund you for the individual item.
My package was lost/damaged/returned.
In general, once USPS has possession of your package, it is beyond our control if it becomes lost or damaged.
For lost packages due to USPS or the mail carrier in your country, please use the contact form and provide your order number so we may look into replacing your order.
For damaged packages, please use the contact form and provide your order number along with pictures of your damaged item(s). If the item is in stock, we will send a replacement to you. If the item isn't in stock, we can send an item of equal value. In both instances, you only need to pay for shipping.
For returned packages due to an incorrect address given, you will need to repay the shipping fee and we will send it out again with the corrected address.
Are preorder items a limited release?
No, typically our preorder items are only preorder due to the higher upfront cost of manufacturing them. Unless stated otherwise, it can be assumed that any preorder item will be continously available through either preorder or in stock leftovers!
If we do plan to retire an item, whether completely or simply changing its specs/design, the listing will be labelled as "Last Chance" and be advertised as such beforehand!