FAQs

  • How COVID-19 affects my order?
  • Can I return or exchange an item?
  • Can I place an order without creating an account?
  • How do Pre-orders work?
  • How do you grade your pins and stickers?
  • Where is my order confirmation?
  • How do I return an item?
  • What do I do if I loose my return note?
  • Where is Quirkory based?
  • Why has my order been canceled?
  • Can I cancel my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • Do you design all your products?
  • Can I place multiple orders and combine them?
  • How long does it take to return an item?
  • The order I received is incorrect or damaged. Can you do something about it?
  • When will my order arrive?
  • My package is not arrived yet. What do I do?
  • Is Tracking available?
  • How much is shipping?
  • What countries do you ship to?
  • Why is Shipping so expensive?
  • Why my tracking number says my package was delivered when it isn't?
  • Can I be refunded if my package isn't arrived?
  • Will I have to pay Customs Duties?
  • Will you lower the items value on the Customs form so I don't have to pay any import duties?
  • Why my package results as returned to sender?
  • Can I change my address after placing an order?

About

Where is Quirkory based?

We are based in Italy! ʕ˵ ・ ꒳  ・˵ʔ

Do you design all your products?

Yes! ʕ˵ ^ ω ^˵ʔ Unless otherwise stated, all designs are created, owned, and registed copyrights of Quirkory.  All rights are reserved.

COVID-19

How COVID-19 affects my order?

delivery and shipping times can still be affected by all the chaos that's still going on in the world recently due to COVID-19 and more.  Packages might be transported by sea instead of by plane due to lack of flights. This involves longer times for them to arrive at destination. That's why delivery timings shown might be not respected. Infact, This affects also the faster shipping methods such as the Premium one, which can be very slower than normal.

At the moment very shipment is going fine. But things changes suddenly, so there's the chance that we might have to held your package until further notice, if shipping is not possible to your country.  In that case, we’ll keep you updated as much as we can.

Please stay safe and healthy~

We really appreciate your patience and understanding!


Orders & Shipping

Can I place an order without creating an account?

Yes! You can actually place an order as a Guest with no obligation to create an account. Although, we must inform you that you will loose the possibility to collect lots of "Paws" points that helps you earning nice Prizes here at Quirkory! ʕ ᵕ ω ᵕ̤ ๑ʔ
We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit this page and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@quirkory.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically cancel orders if there’s a problem with stock. However we always reserve the right to reject orders from customers and discontinue services without prior notice. Please accept our apologies if your order is canceled. We’ll offer an alternative product when possible or process your refund in full.

Can I cancel my order?

We do not accept orders' cancellations, except returns for EU customers. But please bear in mind that there is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@quirkory.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then if you wish you can return it to us at your costs, upon receiving it (only if you're from the European Union and within 14 days from delivery).
It applies to everything in the shop, preorders included. Purchases are definitive, so please read listings, FAQs and our Shop Policy/Terms&Conditions carefully before completing your orders!

Can I place multiple orders and combine them?

We'll be able to combine them only if you contact us with all your order informations before we start processing the order and packing the products. So, yes: if you need to order a greater quantity or an additional product, you can place a new order right away and then reach out to us!
Of course, if the order is ready to dispatch or it's already been dispatched lefting our studio, we’ll be unable to modify your order in any way.

The order I received is incorrect or damaged. Can you do something about it?

Please send us a message within 7 days from delivery and we will see what we can do to help you!

When will my order arrive?

STANDARD SHIPPING
It's the Economy (cheapest) option, for regular mails.
There's no tracking number included, so monitoring services are not available. Insurance is not included.
It's the slowest and the most unsafe~

  • Delivery timings:
    85% of Deliveries are made in:
    Italy: 3~7+ business days.
    Europe: 8~20+ business days.
    •North America & Asia: 12~30+ business days.
    Rest of the World: 20~40+ business days.

PREMIUM SHIPPING UPGRADE
Tracking with this method can stop updating depending on your country once the package has left our country (Italy).
•It's faster and has insurance included.
•Refund is available in case of loss or damage during the delivery transit.
•Two delivery attempts included, when possible (depending on destination country).
•Real-time shipment tracking through website. Tracking monitoring continues to
update until the final destination/country.

  • Delivery timings:
    •Italy: 48h (two business days) approx
    •Europe: 5+ business days approx
    •North America & Asia: 7+ business days approx
    •Oceania: 10+ business approx

Delivery timings shown might be not respected due to unexpected delays. Bad weather, high turnout, accidents, etc, can cause severe slowdowns. Dates are only estimates and are never 100% guaranteed. Also, for orders outside the EU, Customs inspections can hold packages even for entire months, before letting the package enter into the country!

My package is not arrived yet. What do I do?

We're sorry for that and we know how you are feeling!

Some packages can take long time to arrive, especially with the Standard Shipping method which has no monitoring services, so there's no way to know more. We only have estimates!

However, we experienced some few packages arriving safe and sound even more than two months later than the expected date. So we think that the package could still be simply in transit!  
The cut-off date shown is only an estimate, just to give a rough idea of the needed wait! It can always be variable.

Everything we ask you is to kindly wait a bit more! ʕ˵ ^ ω ^˵ʔ

 

Is Tracking available?

There are two types of shipping methods: Standard and Premium.

  • The Standard one has no monitoring services (therefore no tracking as well), as it's the cheapest.
  • The Premium one is the only method which includes both the tracking number and the insurance service.

How much is shipping?

Shipping costs depend on the item you’ve ordered, on the Shipping method chosen and on the country where it’s being delivered. Since we do ship worldwide, the costs are calculated at checkout when you place the order.

>International Standard Shipping is Free for orders over €90! 

*Please note that Premium Shipping is never included as Free

What countries do you ship to?

We ship Worldwide! Unless otherwise stated

Why is Shipping so expensive?

Shipping can be expensive because of the long distance and trip they have to face, especially for overseas orders. Unfortunately, we're not able to change the costs that shipping companies charge to us. In particular with the Premium method, which can offer lots of extra services such as insurance, packages storage, more-than-one delivery attempts, and others.

Why my tracking number says my package was delivered when it isn't?

Sometimes it may happen that packages are marked by post officers as delivered a few days before the actual delivery. But please make sure that instead your package hasn't been collected by another family member/your flatmate, or if your neighbors got it by mistake. Please also carefully check that it isn't hiding somewhere outside your house and that maybe it's out of sight. 

If you still are not able to find it, there isn't much we can do about it. Insurance do not cover stolen or lost packages after delivery. So we won't be able to issue a refund to you or replace the item(s), as it's not our fault/mistake. Once a package lefts our studio, it's out of Quirkory's control unfortunately.

Everything we can do, is providing you with the shipping company name so you can file a lost package claim. If you made your order during a Sale Event or redeeming your "Paws" points, we will happily give you the same discount again if you choose to order again from our shop.

Can I be refunded if my package isn't arrived?

If you placed your order choosing the Standard Shipping, refund, return or re-send is not possible in any way or circumstances. We know how frustrating it can be, but this is the cheapest slowest and most unsafe method of all. And we do not have control on it, especially since it doesn't include insurance so we don't have money back as well from the shipping company even if the package is lost or stolen. Moreover, it has no monitoring service, so no one can know where the package is while it's on its way.

If you chose Premium Shipping while ordering, instead, we can provide a full refund or re-send another identical package to you at no extra costs. As long as not delivered. Infact, unfortunately, insurance don't cover lost or stolen packages after they have been (or they result as) delivered.

Will I have to pay Customs Duties?

Yes, if you're outside of EU you may have to face Customs Duties costs, according to your country regulations. This because you're importing products that may have decreed by law that are subject to taxes/duties for your country. These are not exclusive to Quirkory. Only buyers are responsible for any Customs and import taxes that may apply.

 

Of course this doesn't apply if you're from the European Union (UK excluded since it's not an EU member anymore).

Will you lower the items value on the Customs form so I don't have to pay any import duties?

No, we can't report different informations and lower the values, because it would mean breaking the law. Only buyers are responsible for all Customs fees that might be added onto their orders.

Why my package results as returned to sender?

This may happen due to various reasons:
• You provided incorrect or incomplete address. Orders are always shipped to the exact address you have typed when placing the order. 
• Package was refused: if it was used a different name from the real one (such as a nickname) when ordering, it may be not recognized by destination's residents because suspicious. So they may have refused and returned the package. It also makes it harder for them to eventually claim the package at the post office or Customs (if not delivered). So, we recommend using only the actual-real names.
• Order was not picked up at post office or Customs fees were not paid.

Once your order has been returned to us, you may choose to have it re-sent it to you at only the cost of Shipping. Or get a refund on your order, excluding the shipping costs.

Can I change my address after placing an order?

Yes, you can as long as we still didn't start processing it or if it hasn't been dispatched yet. This also applies to pre-order items.

Returns, Refunds & Exchanges

Can I return or exchange an item?

Generally, we don't accept returns, exchanges or cancellations.  

But if you're from EU you can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Shipping costs are your responsibility for returning an item. Unfortunately, we don’t offer exchanges also to EU customers.

How do I return an item?

Please contact our customer service team via help@quirkory.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging and shipping method when returning an item.

What do I do if I loose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be sent to you again at help@quirkory.com

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via help@quirkory.com with the details. We’ll respond as soon as possible. If you just don’t like the product for any reason, we're sorry to tell you that we do not accept returns or exchanges. Otherwise, if you're from EU we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email or message. We aim to process refunds within few days after receiving the item into our studio, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Pre-Orders

How do Pre-orders work?

When an item is in pre-order, it means that it's not ready to be shipped at that specific moment. That's why they have a discounted price! Once in stock, their price will raise!

Please note: if you order a pre-order item + any other in stock item, you must have to wait until the pre-order items are ready, in order to avoid paying 2 shippings❗ This because, when you pre-order an item the shipment of the entire order is on hold until all items are available to be shipped. If you would like us to ship your pre-ordered items priorly and separately, you will need to place a new separate order. If you have already placed your order and want the in-stock items without having to wait for the pre-order to arrive, you will have to pay separate shipping costs. Please use the Contact form or write us at sales@quirkory.com  so we can help you!

Misc

How do you grade your pins and stickers?

We do have some pins with grading scales, but we generally don't sort them in specific categories. Pins are handmade items, so they may always present minor flaws and they can't be perfect! According to our personal opinion, minor imperfections/flaws don't affect on the beauty of the item (even if it's for collecting purpose), but they make it unique instead!
However, (when grading scales are not shown for that specific item) we always try to send the best quality products possible.

 

Please refer to the pin grading guidelines page for more insights.