FAQ

1.Orders and Products

1. Can I track my order once it’s shipped?

• Yes, I will provide you with a tracking number once your order is shipped.

2. Do you accept group orders?

• Of course! You can add as many products as you like to your cart. However, please note that the larger the order, the longer it will take to produce.

3. Can I modify or cancel my order after confirmation?

• Yes, if you contact me directly right away. Once production has started, it will no longer be possible to modify or cancel the order.

4. How can I know if a mermaid tail is compatible with my doll?

• The available sizes are designed for Barbie and Ken Made to Move dolls, as well as dolls measuring between 8 and 12 inches (Bratz, Monster High, LOL OMG, etc.). Contact me on Instagram (@flounderscales) to confirm compatibility.

5. Can I order a custom mermaid tail?

• Yes, a custom option is available for dolls between 8 and 12 inches. For dolls smaller than 8 inches or larger than 17 inches, please contact me directly on Instagram for a special order.

6. Can I request a specific color or design?

• Yes, you can choose specific colors or complex patterns like zebra stripes. This may involve additional fees. Contact me on Instagram for more details.

7. How long does it take to make the products?

• Since all products are handmade, production times vary between 2 weeks and a month, depending on the complexity of your order.

8. Are the mermaid tails suitable for playing in water?

• These creations are primarily designed for adult collectors. You can use them however you like, including submerging them in water, but this may reduce their durability.

9. Are dolls included with the mermaid tails?

• No, dolls are not included with the order.

2.Returns and Refunds

1. Can I return a product if I am not satisfied?

• Yes, non-customized items can be returned within 14 days, provided they are in their original, unused condition and packaging.

2. Can customized products be returned?

• No, customized items are non-refundable and non-exchangeable, in accordance with Article L221-28 of the French Consumer Code.

3. Who pays for return shipping costs?

• Return shipping costs are the responsibility of the customer.

4. What if a product is damaged or lost during return shipping?

• I recommend using a shipping service with tracking. I am not responsible for items lost or damaged during their return.

5. How long does it take to get a refund?

• Refunds are issued within 14 days of receiving and inspecting the returned item.

6. What should I do if I receive a defective or damaged product?

• Contact me with photos of the defective product. I will evaluate the situation and we’ll find a solution together.

7. Can I exchange a product for another?

• No, once an order is confirmed and production has started, it is no longer possible to exchange the products, especially once they are finished.

3.Shipping

1. What happens if my package is held up in customs?

• Unfortunately, I don’t manage customs issues directly. The best thing to do is contact customs to check if they’ve sent you any emails, which may have ended up in your spam folder. They will guide you on the next steps for customs clearance.

2. Which carriers do you use for shipping?

• It depends on the destination, but in general, I use La Poste or PostNL.

3. Do you offer express shipping options?

• Not at the moment. It would be too expensive, and it wouldn’t change the production time, which remains the same.

4. What are the shipping times after production?

• For France and Belgium, delivery takes 3 to 7 business days. For international orders, it can take 7 to 21 business days.

5. What are the shipping fees?

• Shipping fees are €10 for France and Belgium, and €25 for international shipments.

6. What if I want to change my address after placing an order?

• Shipping addresses cannot be modified once the order is confirmed.

7. What if my package is lost or damaged during transit?

• I am not responsible for loss or damage during transit. However, if the product is marked as delivered and signed for, then it means the package was not lost. If it’s marked as lost, we will initiate the necessary steps to try to recover the package or refund you.

4.Privacy and Data Security

1. How do you ensure the security of my payment information?

• My store’s host, Shopify, is very secure. I do not have access to your payment information; I only receive the payments, but I do not have access to the details of your transactions.

2. How can I manage my marketing preferences or unsubscribe from promotional emails?

• You can unsubscribe directly through the links in my promotional emails or by contacting support via Shopify.

3. Will my personal data be deleted after the delivery of my order?

• In accordance with privacy laws (GDPR), you can request access to, correction of, or deletion of your personal data at any time by contacting me.

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