Frequently Asked Questions (FAQs) | ArtRoxPins
Welcome to the ArtRoxPins FAQ page! Here you’ll find answers to some of the most common questions about our products, shipping, returns, and more. If you have a question that’s not listed here, feel free to Contact Us — we’re always happy to help!
1. Ordering and Products
Q: Are all your pins designed by you?
Yes, every enamel pin in our shop is an original design created by us, Roxana and Artjom. We put a lot of love and attention into each piece, drawing inspiration from our favorite video games, anime series, and pop culture themes.
Q: Do you offer custom pins?
At the moment, we don’t offer custom design services. However, we’re always open to suggestions and ideas! If there’s a particular theme or character you’d like to see in our future collections, feel free to reach out through our Contact Us page.
Q: What materials are used to make your pins?
Our pins are made using high-quality hard enamel, which gives them a smooth finish and vibrant colors. The backing is made from durable metal, ensuring that your pin will last for years to come.
2. Shipping and Delivery
Q: Do you offer worldwide shipping?
Yes, we offer worldwide shipping! We also provide free shipping on all orders, no matter the destination. For more information on estimated delivery times and international shipping policies, visit our Shipping Policies page.
Q: How long does it take for my order to arrive?
- Germany (DE): 2 - 5 business days
- European Union (EU): 10 - 15 business days
- International (Non-EU): 15 - 30 business days
Keep in mind that these are estimated delivery times and may vary based on customs procedures and local postal services. If you have concerns about your order, feel free to Contact Us.
Q: How can I track my order?
Free standard shipping does not include a tracking number. However, if you prefer to have your package tracked, you can select a tracked shipping method at checkout. Once your order has been shipped with a tracked method, you will receive an email with your tracking number. You can use this number to track your package through the postal service website.
Q: Will I have to pay customs fees?
Customs fees depend on the laws of your country and are the responsibility of the buyer. We recommend checking with your local customs office for more information on potential charges before placing an order.
3. Returns and Exchanges
Q: What is your return policy?
For EU buyers, we comply with the European Union Consumer Rights Directive, allowing returns within 14 days of receiving your item. For international buyers, all sales are considered final unless the received item is different from what was ordered. Please review our Refund Policy for detailed information on returns and exchanges.
Q: How do I start a return or exchange?
To initiate a return or exchange, please email us at artroxpinscom@gmail.com with your order number and reason for return. We will respond within 2 business days with the next steps.
Q: Can I return or exchange a sale item?
Unfortunately, sale items are not eligible for returns or exchanges. Please ensure you’re happy with the item before making a purchase.
4. Payment and Security
Q: What payment methods do you accept?
We accept all major credit cards, PayPal, and other payment options listed during checkout. All transactions are processed securely, and we never store your payment details.
Q: Is my payment information secure?
Absolutely! Your privacy and security are very important to us. Our store is hosted on Shopify, which complies with the highest standards of data protection. All payment information is encrypted and processed securely.
Q: How can I apply a discount code?
You can enter your discount code during checkout. Simply enter the code in the "Discount Code" box and click "Apply" to see the discount reflected in your total.
5. Product Care and Maintenance
Q: How should I care for my enamel pins?
To keep your pins looking their best:
- Store them in a cool, dry place away from direct sunlight.
- Avoid exposing them to water or moisture.
- Gently wipe with a soft cloth if needed.
Q: What should I do if my pin gets damaged?
If your pin arrives damaged, please contact us at artroxpinscom@gmail.com and we’ll do our best to help. Note that damage caused by improper care may not be eligible for replacement.
6. General Questions
Q: How do I contact you?
You can reach us through our Contact Us page or by emailing info@artroxpins.com. We aim to respond within 2 business days.
Q: Can I suggest a new pin design?
Absolutely! We love hearing from our customers. If you have an idea for a new pin, feel free to share it through our Contact Us page.
Didn’t find what you were looking for?
If you still have questions, feel free to Contact Us and we’ll be happy to assist you!