Shop FAQ

Shipping

When will my order be dispatched?

Orders are send out about twice a week, please allow 3-5 days for processing. Sometimes dispatching can take up to a week in the case of an unforeseen big number of orders as I'm doing all packaging and shipping on my own. Thank you for your understanding!

Does my order come with tracking?

How long will it take for my order to arrive?

Shipping estimates from my local postal service:

Germany: 2-10 business days
International orders: 4-20 business days

Please note shipping can take longer due to customs and other unforeseeable events. 

Please always check your tracking in the case of a package being held for pickup to prevent it from being send back to me. In this case I have to reimburse the shipping charge again to ship it out again.

If your package hasn't arrived after 10 weeks (and tracking hasn't updated as well/the package seems to be stuck)), please feel free to contact me (hello@aurigae.art) so I can sort this out.

Returns and Exchanges

I think there is a mistake in my order!

I'm very sorry for the mistake! Please send me an email and I will sort out the mistake and send over the correct item free of charge.  

I want to return (something from) my order.

Please check the refund policy.

I need to change my order.

No problem! Please shoot me a message as quick as possible (hello@aurigae.art) including your order number. 

Please note: If your order was already dispatched I cannot change items and/or shipping address.

Can I combine orders?

If your order hasn't been dispatched yet, I can combine orders! Please leave your existing order number in the checkout notes and I will refund the second shipping charge!

Conventions

Which items do you have available on your convention booths?

I try to bring my whole range of products to every convention, please note that I often sell out on certain items (mostly enamel pins) so if you want to make sure to get something specific please try to come to my booth at the first day of an event.

Can I pick up my order on a convention you attend?

Yes, you can! Please note this is only possible if you place your order 3 days or earlier before the start of an event. If you want to pick up your order, please leave a note during checkout and I will refund the shipping charge. 

For booth numbers please check my convention list. I also post my placements on my social medias.

Have additional questions that are not answered here? Feel free to contact me at hello@aurigae.art