FAQ

Shipping and Delivery

Q: How long does delivery take?
A: We usually ship our products within the 10 business days. 

Q: Do you offer tracking service?
A: Yes, we do. Once the product is shipped, you will receive an email with the tracking information. 

Q: How much does delivery cost?
A: There is no cost, we offer worldwide free shipping. 

Q: Where do you ship?
A: We ship to various countries including Australia, the United States, Japan, Canada, Europe and more. By entering the shipping address at the checkout, you will be able to see whether we can ship to your shipping destination. If your country is not on the list, please contact us. We might be able to arrange something for you. 

Q: Do you offer express shipping?
A: Unfortunately, we are not able to offer express shipping at this point. However, we are planning to expand our service in the future.

Refund, Return and Cancellation

Q: Can I return the product?
A: Unfortunately we can’t offer you a refund or exchange as every product are custom made after the order is confirmed. Please make sure you are ordering the right size and flame colour. For more information, please check our refund policy.

Q: Can I cancel my order?
A: It will depend on what stage of production the order is in. If it is not yet printed, we will be able to cancel your order at no cost. However, if it has already printed, you will be charged with full price. 

Products 

Q: What flame colour do you offer?
A: We offer woodgrain, black and white.

Q: Do your products come with hanging strings?
A: Yes, all of our products come with strings on the back. Therefore, you can hang them as soon as you receive the product with no stress.