Free shipping for orders over 50€ to Portugal

FAQ

Where do you ship?

Currently, I’m shipping only inside of Europe. If you live outside of Europe, you can try to order from Society6 shop: www.society6.com/luthienl 

I will try to keep the shop updated!

What are your payment methods?

I’m currently accepting PayPal and bank transfer. If you pay by bank transfer, send me a transfer confirmation so I can process your order quickly.


I didn’t receive my order confirmation. Help!

Please check your spam folder and check if it’s the same email you used to place the order. If you still can not find it just send me an email and I will resend you the order confirmation.

When will you ship my order?

Once you complete your order, I will do my best to ship out all orders as soon as possible. Please keep in mind that I’m running a one-woman-business (well, and my cat, Miau, but he is useless), so I cannot offer the same shipping speed as bigger companies.

Where is my order?

Is never too much to remind everyone that, before placing an order on my tiny shop, please double check if your delivery address is correct. 

If you completed your order with a tracking number, you can check where your package is located and contact your custom’s office/post office. All items with a tracking number include insurance. If you have a problem after the amount of time has passed, contact me at hello@andreiacsantos.com.

If you complete your order without a tracking number, unfortunately, it can not be traced.

Delivery Times:

Portugal: 2-3 business days

Europe: 5-15 business days

The customs service in your country might take a more extended time to approve and send the package to your delivery address. 

Due to Covid-19, please be aware that delivery times may take longer.

What’s your return policy?

I’m a teeny-tiny business; therefore, I cannot afford returns. Please double check your items before you complete the order.

If I sent you the wrong item, then I will take full responsibility. Before return, contact me at hello@andreiacsantos.com with the order number, name and a photo of the received item. Please return everything in complete condition.

Thank you for understanding!

My order arrived damaged, can you help? :C

I’m sorry that this happened to you. I use sturdy cardboard envelopes with an extra cardboard inside and, like so many other fellow artists and illustrators, a “Please do not bend” message. Unfortunately, I have zero control over how the postal services deal with the parcels, and I can not take responsibility for that. But I would like to see you happy so, send me an email and hopefully we can find an agreement. 

Why are you using plastic in some of your packagings? :C

My old me was a little dumb (I know), sorry about that. Unfortunately, now I have to deal with the consequences of my old me a finish the small plastic packaging stock that I have. When this is over, I will move to something more environmentally friendly. If you receive an order with plastic packaging, please reuse or recycle it! Thank you :)

Are you accepting personal commissions?

Sure thing! :D You can find it here. If your request is more detailed that what I set in the product, you can always drop me an email at hello@andreiacsantos.com with your detailed request, and we can discuss further details without commitment on your part. 

Is there any question that you would like to see answered?

Just send me an email at hello@andreiacsantos.com.

I hope you have a nice shopping experience!