Política de reembolso

Please read our entire Policy section to see processing/ turn around times, approximate delivery times, order information and account details.

Our turn around/processing time frame is always listed on the top banner of our website. If you have any questions or concerns that have not been answered in this FAQ, please feel free to contact us [@] info@theangelshoppe.com for any customer service inquiries with your order number as the subject of the email. Our customer service time frame response is 1 - 4 business days (not including weekends or holidays). We are not able to combine orders- no order combinations allowed once your order is placed. No changes to an order once placed, no color changes, hardware changes, quantity changes, etc. Please make sure your address is correct as we will not be able to update this information once your order has been placed. If your order is returned due to a wrong address, there will be a reshipment fee plus shipping fee to ship your order back. No exceptions. Thank you for your understanding. 

Codes/ points: please use any coupon codes before checking out. We will not be able to add a coupon code or cancel orders once an order has been placed. We cannot combine points from different profiles and we cannot update the information on your profile from our end. Codes cannot be combined or stacked with other promotions. Thank you for your understanding. 

How to change your ink refill/ tighten ink refills:
Pull the lowest part of your pen off- this may be hard to do with bare hands, so please use rubber gloves or wrap a rubber band around the lowest part of the pen. The natural oils from your hand may make it a little more difficult to grasp onto this part of the pen, so we do recommend rubber gloves if you have this at home. Once the part is off, you can change the ink refill by unscrewing the refill in place. Please follow the link to our Instagram story on these instructions: https://www.instagram.com/s/aGlnaGxpZ2h0OjE3OTU0NzE3ODc1MjQyMDgy?igshid=135x2cks665uc&story_media_id=1974485524074188307

TARIFF, SHIPPING AND DUTIES: 

With the new tariff rules recently implemented, and the removal of demimis (which exempted all duties and tariffs on orders up to $800 previously), we are forced to adjust our shipping costs which will now reflect a percentage of tariffs and duties on all imports into the USA. We truly value each and every customer, and will be covering 50% of tariffs and duties for orders placed after Sept 1st and 100% coverage on orders before Sept 1st. The 50% tariffs and duties will reflect in the new shipping costs going forward. What this means for you? You will not have to pay any additional duties, tariffs or fees once your package arrives. Any additional costs will be covered by us before shipment. As a thank you for our 10 year shop anniversary, I did not charge any additional fees for my last collection release- My Birthday and Spooky Collection, and will be covering all fees, duties and tariffs for all orders placed before Sept 1st. I wanted to thank each and every one of you for all your love and support for my family shop. It truly means so much to me, especially during this stressful time for all Canadian small businesses. Love, Angel

 

CURRENT SHIPPING TIME FRAME:
Our current turn around/processing time is 1-2.5 weeks - not including weekends and/or holidays. Our shipping time frames are always listed on the top banner of our website as well as right before check out. We however we do strive to ship out orders within the 1.5 week mark. We do not have additional information than what your tracking number states, as all couriers are currently experiencing major delays due to the pandemic. Once your order has been dropped off and with a courier, we do not have access to any additional information as the package is in the hands of the courier and no longer in our hands. Please check your tracking number for more details. If you feel that tracking is moving slower than expected, please reach out to your shipping courier for more details. We are not responsible for any duty, tariffs or customs fees- buyer must cover these costs. We are not responsible for delays due to customs- once mail is with the courier, we have the same information you, the buyer, has access to. 

*Sezzle after pay payments*
- We use Sezzle so that you can purchase your items stress free in 4 easy, interest free payments. In order to be eligible to use Sezzle, orders $50 usd and over will get to use Sezzle.
- We now offer After Pay as a form of payment! Secure your luxe items with worry free interest free payments.

*When will my order be shipped?*
- Our processing/ turn around time is always listed in the top banner of our website as well as right before check out.
- We ship out every Sunday. If your order was packed on a Thursday, your order will be dropped off on the Sunday of that week.
- Presale items will state shipping information for that specific item in the listing description. If other items are purchased with the presale item, your entire order will ship out together. We will not be able to ship out non-presale items separately from your presale items. 
- Our current processing/ turn around time: 1-2.5 weeks- not including weekends and/or holidays. We do strive to ship out within the 1.5 week mark. Our turn around times are always listed on our top banner of our site, as well as at check out. 
- We do not ship out on holidays. If there was a holiday within the 1-2.5 week time frame, the holiday does not count towards the 2.5 weeks- thus an extra day will be added to the total turn around time. 

*Please note that these processing times are an approximate estimated time. We strive to send out your orders before this time frame*. Thank you for your patience and understanding. 

Due to the nature of these handmade items, once your order is placed, we do not accept cancellations, refunds or reimbursements. If a code is not placed during your order, we are unable to adjust this after your order is placed. We do not combine orders or make changes to an order once your order has been placed. If a return is needed to be made, this cost must be covered by the customer as we do not have direct access to USPS so this is not possible at this time. We are not responsible for any return shipment fees or return labels regarding any order and these fees are covered by the customer. If an order is placed with us, you as the customer fully accepts all of our Policies and guidelines. You must provide a tracking number in order to receive the exchange items. Please note we only accept exchanges if an item is not up to par with our standards. If the item is used, we will not accept an exchange. No other returns or refunds are accepted at this time. Any damages on an item must be reported to us within 5 days of receiving your order. After the 5 day time frame of receiving your order, we will not be able to make any changes or replacements regarding your received order. Once your order is shipped, we are not responsible for lost or stolen mail. Please make sure your account information, including your address, is correct before placing your order. We are not responsible for lost or undeliverable mail if your address and account information is incorrect. For undeliverable mail that is re-shipped, the cost to re-ship must be covered by the customer. We do not offer refunds for undeliverable mail.

*Customer Service E-mail Information* 
If you have any questions about your order, please contact us [@] info@theangelshoppe.com. Our customer service time frame response is 1 - 4 business days (not including weekends or holidays). If an item is received broken and that item is no longer in stock, a store credit will be given in the amount of the item. You have 5 days from receiving your order to email us with any concerns you have about your order that you have received. After the 5 day time frame of receiving your order, we will not be able to make any changes or replacements regarding your received order outside of this time frame- no exceptions. If your order has been returned to us due to an insufficient address as per the shipping company, there will be a return fee of $5 + re-shipment fee according to your location. We can re-ship your item to the address provided on your order or if a new address is needed for the reshipment, please let us know via email [info@theangelshoppe.com] as soon as possible. Thank you for your understanding.

CANADIAN ORDERS: Our Canadian orders are shipped with ChitChats then transferred to Canada Post and can take approximately 4 - 14 business days. Please check your tracking number to see the whereabouts of your order. There may be delays during Covid-19, as Canada Post is taking extra precautions during this time. Please contact Canada Post if you have any questions about your tracked order. 

US ORDERS: For TRACKED U.S. orders, it can take 4 - 15 business days as we ship through ChitChats - a company who brings your orders across the border to give you the best tracked shipping rates from Canada. Please check your tracking number to see the whereabouts of your order. There may be delays due to Covid-19 as all shipping couriers are taking extra precautions during this time. Please contact USPS or UPS for more information. 

INTERNATIONAL ORDERS (France/ Germany, etc): TRACKED international orders can take approximately 7 - 21 business days. There may be delays during Covid-19 due to couriers taking extra precautions. International mail deliveries are taking between 8 - 75 business days as quoted by USPS and UPS. We are not responsible for lost or stolen mail if tracking was not added to your order, as tracking is an option we provide for every order at checkout. 

Once your order is shipped, we are not responsible for your package as we have no control over mail postage. You are responsible for international customs. These shipping times are approximate shipping times- meaning most orders are received within this time frame. We take photos of all of our orders before we ship them out to ensure delivery for your comfort.

Incorrect addresses/ orders returned to us due to insufficient address as per the shipping company: Please make sure you input the correct address. If your package is returned due to an incorrect or insufficient address as marked by the shipping courier, we are not responsible for the return and the customer is responsible for the cost of re-shipping the returned package out. No refunds permitted and a new address or update must be provided by the customer. There is a return fee of $5 USD plus shipping charges to your location. We are not responsible for incorrect addresses input, so please double check your address before placing your order. If your order has been returned to us due to an insufficient address as per the shipping company, there will be a return fee of $5 + re-shipment fee according to your location. We can re-ship your item to the address provided on your order or if a new address is needed for the reshipment, please let us know via email [info@theangelshoppe.com] as soon as possible.

We are based in Canada and ship orders with ChitChats. Some international (this includes the US) orders may be delayed due to the holiday rush, customs and border delays, and postal service closures in the US. Should you have any questions regarding your order, please read our entire Policy section. If a question is not answered in our Policy section, please e-mail us with any questions or concerns you may have. Some international orders (the US, France, etc- any place other than Canada) may be experiencing some delays due to the holiday rush, so please be patient with your order and take into consideration that customs, border delays and postal service closures in some states may prolong your order even further. As most of these orders normally take approximately two weeks from shipment date, we have seen some untracked US + international orders take approximately 6 weeks from shipment date (not the date when you placed your order, but the date of when your order was shipped- these are two very different things as our current turn around time is 1-4 weeks for all handmade items) to arrive. For international orders, such as France, Germany, etc., your order can take up to 3 months to receive. Thank you for your understanding. Some international orders are not covered by insurance. Please reach out to customer service prior to placing an order if you have any questions.