FAQ and Return/Refund Policy

Shipping: Why has only part of my order arrived? This is most likely because, Audrey's products ship directly from each manufacturers studio. Since there is more than one manufacturer, and multiple warehouse locations that typically ship different products; things will often come in separate packages. This is to save each customer extra waiting on shipping.

Does Phantomance Designs Ship Internationally? For now Phantomance Designs only offers domestic shipping arcoss Canada and the US. At this time, I ask customers pay a flat rate with (if applicable) custom fees.

Currently all my Home Decor is solely sown in Canada, and will have an added shipping rate added on to anything else ordered. 

All Shipping Rates are based on the weight of the total products ordered, per manufacturer. To provide the most accurate costs.

How is Shipping provided and do you provide tracking information?
Since I am not personally able at this time to manufacture and distribute from my own home, I've chosen to use third party companies. They each use a variety of shipping Carriers. Tracking information may be sent by email or appear on the Shop app.

Can I change the address it is being shipped to? Please Contact me as soon as possible, and I will try my best to make any corrections. 

How long will it take for my order to arrive?
Estimated time frames are between 2-5 weeks from when the order is received to the delivery of your home. If the order is 5 days late from the last estimated date, please Contact me.

Do you do commissions? Audrey, does not take commissions at this time.

Can I return my order is it's the wrong size? 
Since all garments are pre-ordered, I can not replace/remake a garment that was not ordered in the correct size. Please verify product sizing before ordering and using the guides on the product pages to check measurements. 

Delivery challenges

In some cases, deliveries encounter issues that either delay or prevent you from receiving your order. When delivery issues arise, there are some limited actions I can take to help resolve the issue. Including contacting the postal service, and opening a case with them. 

Missing package that shows as delivered
In the case of a package that shows as delivered, confirmed by the tracking number, the proper course of action will be for Phantomance Designs to open a claim with the postal system on your behalf. I unfortunately can't remake orders that show as delivered. I will work with you on a case by case basis to resolve your specific situation. 

Damage to a package and Insurance.
Once your package leaves the manufacturer, is the responsibility of the Carrier. Damage caused by the Carrier or by careless opening is not the responsibility of Phantomance Designs. All packages are shipped with the standard insurance included in the base price of the service and the amount of insurance varies with each postal system. 

Cases when an order is refundable. Orders are refundable when, but not limited to the following situations:
You request a change or cancellation to the order and the order has not started production. Within 12 hours of placing an order, you can cancel an order by contacting Phantomance.Designs@gmail.com.

An order is deemed to have a manufacturing defect as determined on a case-by-case basis. If you have an issue with your order, refer to my reporting steps below 

Reporting an issue
If you receive a product that has an issue, follow these steps to report:
Take good quality pictures that clearly illustrate the problem. 
Email me at phantomance.designs@gmail.com
In the subject title, please put the order number so I can easily look up your information.
I will confirm I received your email as soon as possible. 
In order to resolve cases, I must be contacted within 10 days after the order has been received, or I may not be able to help resolve issues.

I may ask you for more information or pictures if the submitted photos are not clear enough. I will take quality concerns very seriously and sometimes it can take a bit longer to review a problem if it is more complicated. I will work with you to find a solution that is appropriate to your specific issue. Possible resolutions include reprinting the order, crediting the order, providing a credit to have the items to be fixed at your local tailor, or in rare cases, refunding the order.

If you have any questions at all, please send an email to phantomance.designs@gmail.com