Frequently Asked Questions
Shop & Shipping
ABOUT NEW U.S. CUSTOMS REGULATIONS!
We receive some awful news these days regarding new changes in the U.S. customs regulations. Starting August 25th all the small shipments have been paused by a few potal services. Due that, and including the new tariffs our customers should now pay, we don't want any of our cutomers pay extra charges suddenly and as it is something out of our control we prefer to wait an see how the situation develops.
We hope this is only a temporarily thing, of course, and we'd love to reach all of you with more and better information, but in the meantime is the only thing we can do as a small family bussiness.
This affects not only our Etsy and Shopify store, it also applied to future Kickstarters so we will pause the new one we are working on right now.
Thank you for your undestanding, patience, and support!
Do you ship to my country?
Yes, we do international shipping to most countries! If there are cases when we couldn't make the shipments due to external issues like strikes or holidays we send you a message to let you know!
Will I be charged customs fees if I buy from another country?
Each country has its own fees on payment services and import costs. That said, we can't be sure, as it is something that depends entirely on each country and its own customs policies.
Where do orders ship from?
We send our orders from Spain! We use our own postal service: Correos.
Where is my tracking number?
The standard shipping doesn't include tracking code as is the cheaper option. If you want to track your order choose the tracking shipping when you make an order.
If you selected tracking shipping you'll get the number in your mail! :)
You can chek more shipping information here.
What is a Preorder item?
When you purchase a preorder item you are buying an item out of stock. When we make the next batch of products we include your preorder in it.
Apparel is the only collection available as preorders exclusive.
More information here.
Why can't I make a return of shirts & clothes?
Apparel is the only collection available as preorders exclusive. We don't have stock for clothes as all of them are made to order.
That's why once we make the order to our supplier you can't cancel it or ask for a return/refund.
More information here.
There is an issue with my order!
You can contact us here and send us an email and we'll do everthing possible to help you! :)
Don't forget to include your order number!
Commisions & Artworks
Do you take comissions?
Yes I draw custom commission artwork. To see if they are open check all the information in my VGen.
DISCLAIMER: VGen is the only way I take commision requests!
Can I contact you for other projects?
Of course! I work as an Illustrator (book covers, concept art, Vtubers, etc..) and as Graphic Designer (logos, layouts, web design, etc..).
If you want to contact for any related job just send me an email.
Do you assits to cons and events?
Yes, I love it! Every year you can find me in some cons around Spain (usually Andalucía or Madrid).
I publish on my social media updates about what events I will be assisting!