FAQ Shipping & Returns

Shipping Policy

Hi, thank you so much for the support! 😀

12 DAYS OF CHRISTMAS ORDER PROCESSING TIME!

Merry Christmas & Happy Holidays!

Orders received during the 12/25 reopening will not begin shipping until the second week of January (some orders will ship sooner) .

All items are FINAL. NO RETURNS, SIZE EXCHANGES OR SHIPPING REFUNDS for whatever reason.

A standard shipping option will be chosen to ship all items. This option does not included added insurance if your package is lost/ stolen.

IF YOUR ORDER IS LOST IN TRANSIT, MISDELIVERED OR STOLEN, IT WILL NOT BE REPLACED.

For international orders: import/duty fees are NOT INCLUDED in the shipping cost. Once the package gets handed over to the mail service we are no longer responsible for your package. It is up to you to track it down and resolve any issues.

Orders with incomplete address entered that need to be changed will be cancelled.

Processing Time

The majority of our items are made to order and can ship within 2-4 weeks. If your order contains a mix of both pre-made and made to order items, order will not ship until all items are completed. Please read the product description page for the items in your cart regarding processing time.

Order changes can only be made within 24 hours after placing an order by emailing our support team at support@hashirastudios.com. Please review order details after receiving your confirmation email. Please allow 1-2 business days for a response.

Keep in mind the production time when entering a shipping address. Address changes are not guaranteed after a certain period of time. Once your order is handed off to the postal carrier we are no longer responsible for your package. It will be the customers responsibility to contact the postal service to resolve any issues.

Lost Packages/Claims

Once an order is shipped and handed over to the postal service it is out of our control. To help mitigate the risk of a package being lost or stolen if possible the majority of packages are shipped with insurance protection. Since the claims are handled by the postal service it would have to follow the process they have in place. It is not our responsibility to fill out the claim for the customer. If any questions arise from filling out the claim please email support@hashirastudios.com and we can help answer any questions. We are a small business and unfortunately we do not have the resources to easily replace an item such as larger corporations can.

Return & Exchange Policy

RETURN POLICY

Last updated 06/01/2022

We do not offer returns or refunds as every item is made to order. We may allow size exchanges (contact support team to know if your item is eligible for an exchange), the customer will be responsible for covering the return and new shipping costs. The original item must be unused and in its original condition to be eligible for an exchange. Exchanges can only be made within 3 days or receiving your order. No exceptions. Emails marked within that time frame for exchanges will be accepted. Please allow 2-3 days for a response.

International Shipping

Please be aware of the possibility of a package going missing when choosing a shipping rate. Once the package gets handed over to a third party mail service we are no longer responsible for your package. It is up to you to track it down and resolve any issues. As everything is made to order there are no refunds or returns.

By choosing a higher priced shipping option during checkout, most carriers will include faster delivery speed as well as updated tracking and insurance when handling your package. Lower priced options although more affordable can not guarantee delivery or include updated tracking when going through the delivery system. Please keep this in mind as the responsibility of tracking and locating your package will be the customers responsibility after it has been handed over.

Customs Fee/Charges

Any added custom fee or charges your country may or may not charge when receiving your package will be the customers responsibility. It is not included in the shipping charged during checkout.

Failed delivery/ Incomplete address returns

For returned orders due to failed delivery or incomplete address entered the customer will be responsible for any additional shipping costs to resend the package.

EXCEPTIONS

For defective or damaged products, please contact us via email below to arrange a refund or exchange.

Email Me: support@hashirastudios.com

Emails will be answered within 1-2 days or 2-3 days if email was received during weekend/ holiday hours.