Shop Policies & FAQ
Please read through our shop policies and FAQs before ordering.
COVID-19 Mail Suspension
Use this to answer some common questions you hear from your customers. You could discuss product details, size fit, shipping policies, or anything you think would help merchants make an informed decision about your products. This section will appear across all products.
Do you ship to the UK or EU?
Updated July 19, 2022
For UK customers, there is an added VAT tax that is calculated based on order value and shipping cost combined that will be reflected during checkout.For EU customers, any customs and handling fees must be paid when your order arrives in your country, you may need to pick up your order at the local post office. We will not collect VAT during point-of-sale.
*NEW* Flat Item Shipping
Updated January 1, 2022
We now offer flat item shipping for flat items (stickers, vinyl, card, etc) to our customers. This shipping option is untracked and if chosen, please note that we will not replace or refund any lost packages per our shop policy. We will also be unable to locate untracked mails during transit. Please note that shipping cost includes postage fee, packaging & handling fees and all other fees that are required for us to pack and ship your order.
Route insurance will NOT apply if the untracked "flat rate shipping" is chosen. We will not refund any route insurance fees purchased along with the untracked shipping option.
What is Route Insurance?
Route Insurance is a third-party app that allows customers to purchase insurance, track packages, and file claims for any damage or lost orders. Customers can toggle to add Route Insurance to their order at the cart page or during checkout. Please note, Route Insurance cannot be added retrospectively and does not apply to "untracked" shipping option (you must have a tracking number to file a claim).
If you package was damage or lost and you have purchased Route Insurance with your order, you can file your claim here: https://claims.route.com/
We have at least 1 new release every month, however this may be subject to changes. Please follow us on Instagram (@SumLilThings) for the latest updates.
Unfortunately due to limited storage space, we no longer restock any products once they sell out.
Only one code is accepted per transaction on this platform. Multiple discount codes, including those redeemed by Usagi points, cannot be combined.
Please make sure that you have entered your discount code at the time of checkout, as we are unable to apply codes or discounts once your order has been placed.
Usagi Points (reward points) can only be redeemed for anything on our website except for subscriptions, already discounted items, and gift cards.
Auto generated discount codes from reward system do not expire. Any special discount codes expire within 1 year of issue date.
Our general processing time is 1-14 business days but can increase during sales or high volume order periods. Please refer to the announcement header at the top of our website for the most current processing times. Note that processing time DOES NOT include delivery time.
We are unable to combine orders as it is difficult for us to locate an order during our processing stages.
Any changes made after an order has been placed cannot be guarantee. Please use the contact form or email us at firstname.lastname@example.org for any modification requests on: shipping address, shipping name, email, phone number, or etc. We are NOT responsible for any undeliverable packages due to wrong address.
Due to the nature of our products, cancellation, returns and exchanges are not accepted.
Tracking is emailed to the email address used during checkout once your order has shipped.
For most international orders, USPS tracking only allows visibility into when the item arrives at the destination country. We unfortunately have no way of tracking movement of the package within your country.
Sorry about that! Please note that since we are a hand-made shop, there may be slight imperfections or variation from items to items. If your item is defective or missing, please let us know within 3 days of receiving your order (this is based on the delivery date on tracking) by following the steps:
1. Take a photo of the item(s) clearly showing the issue
2. Send the photo to email@example.com along with your order number
3. Write a brief description of the issue
Please note that we are NOT responsible for any damages that may occur during transit. In the case that we process a refund (not guaranteed), shipping costs are non-refundable and will not be included.
Shipping & Delivery
Yes, we ship all over the world. Shipping cost is based on weight and calculated during checkout.
All orders are shipped in either envelope or bubble mailers. We currently offer multiple methods of shipping. If you have any special requests regarding the packing of your order or shipment method, please send us an email before placing an order.
Our shipping cost not only includes the postage fee but also includes the cost of packaging materials (i.e. envelopes, backing cards, cello bags, etc), handling fees (I.e. USPS pickup fees, fuel for transportation, processing fees), and shipping/logistics software fees.
Please keep in mind, postage fee is only a small fraction of our shipping & handling cost. By purchasing from our shop, you agree you understand these costs are associated with your purchase.
Domestic Orders (United States)
Flat Rate Shipping: 3-10 business days, untracked
USPS First Class Package: 5-10 business days, includes tracking
USPS Priority Mail: 3-5 business days, includes tracking and insured up to $100
Flat Rate Shipping: 6-30 business days, untracked
USPS First Class Package: 1-4 weeks, includes tracking and delivery confirmation in most countries. *Recommended*
DHL Express: estimated 1 week, includes tracking delivery confirmation, and insurance.
We primarily use USPS but also offer DHL to international customers. You’ll be asked to select a delivery method during checkout.
All goods shipped internationally must pass through customs before they are allowed to enter or exit a country. We are not responsible for any customs, taxes, and import duties that may be issued by your country.
International customers can occasionally experience long delays and hold ups at customs. We are not responsible for any packages that are held up or returned due to customs. If the package is returned to us due to inability to deliver to address specified by the customer, then the customer will be responsible for any reshipment costs.
In cases where your package is returned to us for any reason, such as wrong address or unclaimed mail, we will require a re-payment of the shipping fees if you want your order to be reshipped. If a refund is warranted, we will require a 15% restocking fee to be deducted from your order amount. Shipping fees are non-refundable.
We are NOT responsible for lost or damaged package. Once your item has been marked shipped, we no longer have control of it. Customers can purchase insurance via Route during checkout if you are worried about your package getting lost or damaged (we highly recommend this option during the holiday season). We keep photographic records of all processed orders for quality assurance.
If your order has not been marked delivered, and it has been over 4 weeks (domestic) or 10 weeks (international) from your shipment confirmed date, please contact us at firstname.lastname@example.org.
USPS will occasionally mark a package as delivered 1-2 days before the package arrives. Please wait 1-2 days before reaching out to us. If the package still hasn't arrived, please check with your neighbors or leasing office (if you live in an apartment complex) to see if the package was picked up by them. We are NOT responsible for missing packages.
You can also check with your local post office or USPS, to see if the package has been retained and whether it can be recovered and re-delivered/picked up. USPS can be contacted at 1-877-275-8777 or using the below link
USPS Missing Mail Search Request: https://www.usps.com/help/missing-mail.htm
Reselling, Wholesale & Other Policies
All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of SumLilThings by HelloKalon Inc. All designs and items are for personal use only and any unlawful redistribution, reproduction, alteration, or transmission of any illustrations, artwork, graphic, characters, logos, and/or design on this website in any form or by any means, is strictly prohibited and punishable by USA, Canada and international copyright laws.
We do not give permission to any reselling of our items.
Yes. You can find us on Faire or you can contact us at email@example.com
SumLilThings has the right to cancel any orders that violates any part of our store policy as well as revoke all shopping privileges on www.sumlilthings.com to any individuals without further notice.
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