FAQ
📩 Contact
If you have any questions or concerns about your order, please send me an email via melissachenstudio@gmail.com or through the contact page - and I’ll try my best to sort it out!
Please keep in mind that this is a one-person operation! I personally package each order and once a package is in the hands of the post office, it is out of my control. By placing an order, you agree that any lost / stolen / incorrectly addressed packages are not my responsibility.
Frequently Asked Questions
When will my order be processed and sent?
All orders are processed and shipped from Sydney, Australia via Australia Post.
Orders are processed within 1-5 business days after your order is confirmed via email, along with your tracking number (except for orders with only flat items - stickers/prints). Since I pack and ship out orders entirely myself, please be patient as I fulfil the orders.
Orders within Australia will arrive between 2 business days to 2 weeks from date posted. Orders outside of Australia are estimated to arrive within 5-15 business days. Shipping times may vary, and these are just estimates!
Do you ship to my country?
Here are the countries I'm currently shipping to:
Australia, New Zealand, Hong Kong, Japan, Singapore, South Korea, United Arab Emirates, Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United States.
If you do not see your country on here, please check the Australia Post website to see if your country has any shipping restrictions. If not, feel free to email me and I'll see if I can add it to the list!
Please be aware of any additional duties, taxes and/or charges which you may be required to pay for international orders.
I order stickers and/or prints. Why isn't there a tracking number for my order?
To make shipping more affordable, orders with only stickers and/or art prints are sent out with a stamp & envelope which means there is no tracking. This means that I am unable to track the item after it has been shipped. If you're worried about your items getting lost, please upgrade to the Domestic Parcel option to receive a tracking number for your order (please note this will result in additional shipping fees).
Do you accept returns, refunds and exchanges?
No, all sales are final. Returns, exchanges and refunds will not be accepted unless the order you received was incorrectly packaged.
Please check your order carefully when placing it! Once orders have been shipped, I will not be able to make any changes to your package.
By placing an order, you agree that any lost / stolen / incorrectly addressed packages are not my responsibility.