✧ Double-sided! 

✧ Figures are 6.3" tall, bases are approx. 2.5" wide 

✧ Colors may vary between your monitor's colors and the physical product 

✧ Our acrylic stands have a protective film on the front and back of each piece; you can peel them off before use.

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Colors may vary between your monitor's colors and the physical product.

We aim to ship out every 2-7 days, however certain events may interfere with our processing and shipment time. Please read our FAQ for more info on our shipping and handling policy.

Please email us at reddachi.help@gmail.com with your order number(s) and inquiries, and allow 24-48 hours for a response. 

By purchasing from our store, your order will be subject to the terms mentioned below.

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SHIPPING

It says during checkout that shipping is insured. What does that mean, exactly?

Insured shipping means that if a package never reaches its addressee due to it being stolen/lost, or damaged during transit, it may be eligible for a free replacement or store credit under the sole discretion of those at Reddachi. At this time, we do not offer refunds. 

All inquiries about damaged/lost orders must be sent to reddachi.help@gmail.com with an order number, a photo of the damaged product and the name of the addressee.

When will I receive my product(s)?

We aim to ship out our orders every 2-7 business days; however this varies depending on current events that may interfere with on-time shipping.  

Events that will delay our order processing times:

1. We are at a convention or vacation. This will be notified on social media and/or on our shop banner.
2. When there is a sudden rush of orders. This usually happens during a new pin sale or special sales event.
3. Traumatic things beyond our control, such as hospitalization, a pandemic, ailing postal system, or the world ending.

• United States: 1 - 4 weeks
• Canada/Mexico/Puerto Rico/U.S. Outer Islands: 1 - 2 months
• International: 1 - 4 months

NOTE: We will not consider a package to be lost until it is past the latest time for your country in this list. From our experience, there are times in which a package will arrive half a year later at its destination despite not showing updates in tracking - this is especially the case if you are in South America, Africa, Asia or Australia. Please do not order from us if you cannot accept our terms.

The tracking says "delivered", but my package isn't here.

Please try the following: 

1. Call your local post office to check its whereabouts. They would be the most qualified to help you!
2. Ask your neighbors and people living with you if they know where it could be.
3. Check all areas of your property, the package might have been thrown/swept somewhere.
4. Wait a few more days - sometimes the postal service will mark it as "delivered" even before the package leaves the post office.

My package is lost / the tracking hasn't updated for several weeks.

Preface: Please note that while we do our best to ship your package in a timely and secure manner, we do not control the postal system. Once a package is shipped, it is out of our hands and now up to a third party to deliver it to the correct destination. 

Here are some steps you can take if your package is lost:

1. Check the list below to see the current estimated delivery times for your country. NOTE: We will not consider a package to be lost until it is past the latest time for your country in this list. From our experience, there are times in which a package will arrive half a year later at its destination despite not showing updates in tracking - this is especially the case if you are in South America, Africa, Asia or Australia. Please do not order from us if you cannot accept our terms.

Current estimated arrival times after an order has been shipped:

• United States: 1 - 4 weeks
• Canada/Mexico/Puerto Rico/U.S. Outer Islands: 1 - 2 months
• International: 1 - 4 months

2. Please call your local post office or the postal system's customer service (usually USPS if you're in the United States), and ask them about the location of your package - they are the most qualified for helping you with your package once it's out of our hands.

3. If the postal system cannot determine your package location, please message us and we may be able to resend your items as long as they are in stock and the package is deemed lost according to the time frames listed above. If your lost items are out of stock (and are not planned for restock), we will give you store credit that is the total value of the lost items plus tax (excluding shipping).

4. If the first reshipment package does not reach its destination, we can reship your items a second time as long as you pay the shipping fee plus a restock fee which is 10% the total price of the items being reshipped. Unfortunately we cannot reship a third time.

I forgot to include an item in my order / I ordered the wrong item.

Please email us at reddachi.help@gmail.com as soon as possible with your name, order number and the items you'd like to change or add. Unfortunately, we cannot remove items once an order has been placed. We strongly recommend you contact us about editing your order instead of placing multiple ones and paying shipping multiple times.


I placed multiple orders, can I combine shipping?

Yes, we can combine orders as long as they have not been shipped out yet. You must let us know by emailing us at reddachi.help@gmail.com as soon as possible. Please include the order numbers in your message. Unfortunately due to our system's setup, we cannot refund any shipping that is paid twice. If you have forgotten any items in your order, we highly suggest you email about updating your current order to include said missing items.

I put in an incorrect address after it's been shipped out.

We can only change addresses for an order that hasn't been shipped out. Otherwise, there's nothing that can be done and unfortunately you'll have to place a second order!

Can you put a lower value amount on the package for customs?

No, this is illegal and we do not want to get in trouble with the authorities. Any international package will have their contents' exact values reported on the shipping label.

Will you cover any extra/unexpected international customs or VAT fees?

No, we are not responsible for any and all international customs fees. The customer is the sole person responsible for covering custom fees associated with their own country. We will not refund any part of the order or shipping if a package is returned to us due to unpaid customs.

Due to new VAT policies coming to effect on July 1, 2021, all U.K. and E.U. customers will be required to pay a VAT fee to retrieve their packages from their country's customs office. Reddachi is not responsible for covering any and all VAT fees. Please read here for more information on VAT and how it will affect your purchasing experience at our store.

I am a customer from the U.K. and I don't see any shipping options in your store. 

Due to new Brexit VAT laws we cannot take orders through reddachi.com. Please read here for how to purchase from our store on Etsy instead!

CANCELLATIONS, REFUNDS AND EXCHANGES 

Cancellations, refunds and returns

We can cancel duplicate orders as long as they are made within 2 hours of each other OR orders that we deem fraudulent or undeliverable, in which case we will refund the total amount paid minus processing fees. Otherwise, we cannot give refunds or returns after an order has been placed.

Please read the item description carefully and double check your cart before making your purchase.

However, we may be able to help if you accidentally ordered the wrong item or forgot to order certain items, as long as your order has not been shipped yet.  In addition, if you have received your order and it contains the wrong items or is damaged, we will be able to help you as well. Please send us an email as soon as possible at reddachi.help@gmail.com and we will do our best to assist you.

PRODUCTS

I received the wrong product/ I received a damaged product.

Please send us a photo of the incorrect/damaged product along with your name and order number within 14 days of delivery to reddachi.help@gmail.com. We may be able to send you a replacement of your damaged product (this only applies to severe damage, not superficial specks or scratches in the product that is generally unnoticeable). Please note that after 14 days, a product cannot be resent due to changes in our inventory.

If we deem your item eligible for a replacement, we may be able to reship it to you for free the first time. If the 1st reshipment does not reach its destination for whatever reason, we can reship it a 2nd time if you cover the cost of reshipment plus a restocking fee that is 10% the original price of the item. We cannot reship an item a 3rd time.

If you would like a replacement for a product that we consider to have minor or superficial blemishes, you are responsible for shipping the product back to us. The product must be in the same packaging and condition as you have received it. You will have 7 days to ship the product upon return initiation, along with providing the tracking number of your package. Once we have received and determined your package as being in an acceptable condition, we can issue you store credit and/or ship you a new product.


Do you have pin grades?

We do not use any particular pin grading system. All pins are inspected individually and will only be sold if they meet our standards. If there are any major flaws in your order, please contact us with photos of the defect and we will do our best to help.

There are some scratches/specks/blemishes on my pin, what do I do?

Please note that no pin is "perfect" - they are colored and polished individually by human hands and may have superficial errors, such as minor scruffs from the polishing process, or slightly uneven fills. If there is a speck of dirt, you can rub it off easily in most cases. All of these are normal, natural variations in pins that occur during production.

In some rare cases, a pin may arrive with dented backings due to rough handling of the postal system. In this case, you can easily fix it by pushing the backing gently against the edge of a table.

For extremely noticeable, non-reparable errors, please contact us and we will do our best to help.

May I resell your pins or use your designs as inspiration for my own products?

You may NOT, under any circumstances, use our designs for commercial profit. This includes copying, tracing, stealing and heavily referencing any of our artwork. Unless you have our written permission, you may only resell our pins for equal or lesser value than what you purchased them for. Please do not attempt to resell our pins for profit; we will take action against you if you are caught.

Please scroll further down if you are in the U.K.

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TO OUR E.U. (non-U.K.) CUSTOMERS:

Due to new VAT policies coming to effect starting July 1, 2021, you may find it more convenient to purchase from our Etsy store by using the instructions listed at the bottom of this page.

The new VAT fee will add an extra 20% or more to the subtotal value of your purchase if you are within the EU. If you purchase from reddachi.com, you may be required to pay this fee later to receive your package from your country's customs office.*

ALTERNATIVELY, if you would like to make this process potentially easier for yourself, you can purchase through our Etsy using the steps listed further below.

Etsy will automatically adjust your order total to include VAT so that you do not have to pay it later when the package arrives at your country. Note: This method only works for order values below 150 euros excluding shipping and taxes; if your order value is above 150 euros, you will be responsible for paying VAT fees upon delivery regardless.

We do not claim that this is a guaranteed method as it is dependent on Etsy's current policies. You are recommended to look up Etsy's VAT policies for your own country to make sure that they will include VAT in your order total.

*We at Reddachi are not responsible for covering any customs fees regarding our international packages; the customer is solely responsible for any said fees that may incur from their own country's VAT and customs laws. If you purchase from our store, you acknowledge and agree to these new rules.

TO OUR U.K. CUSTOMERS:

Due to Brexit's VAT policies we cannot offer shipping to the U.K. through reddachi.com at this time. Instead, please purchase through our Etsy store instead by using the instructions listed below. For convenience, Etsy will automatically include your country's VAT fee (20% or more) in your order total.*

*We at Reddachi are not responsible for covering any customs fees regarding our international packages; the customer is solely responsible for any said fees that may incur from their own country's VAT and customs laws. If you purchase from our store, you acknowledge and agree to these new rules.

Etsy Purchasing Instructions (for UK AND EU only):

2. Scroll down until you see the "Items" sidebar on the left. Click on "Request Custom Order." This button may only be visible on desktop. If you cannot find this button, please send us a private message instead.