Got questions? You're in luck, because we have answers. Below, the most popular customer questions!

WHEN WILL I RECEIVE MY ORDER?

We understand that you're excited to receive your order, and we'll do everything we can to get it to you as soon as possible. All orders are shipped directly from our shop. If you have any questions about shipping times or want to know more about our shipping policy, don't hesitate to reach out to us. We're here to help!

MY ORDER HAS BEEN DELAYED. WHAT SHOULD I DO?

It's not uncommon for postal delays to occur, so if your package is still within the timeframe where it is not considered lost, we recommend waiting for it to be delivered to you. If you have any concerns or would like to check on the status of your order, don't hesitate to reach out to us. We'll be happy to assist you and provide updates as needed.

CAN I SELL YOUR ARTWORK?

Our artwork, illustrations, graphics, logos, characters, and designs are copyrighted works and are protected by Canadian, American, and international copyright laws. All of our designs and items are intended for personal use only and any unauthorized redistribution, reproduction, alteration, or transmission of our artwork or designs in any form or by any means is strictly prohibited. We do not give permission for the reselling or redistribution of our items. We appreciate your understanding and respect for our intellectual property.

CAN I RETURN, EXCHANGE OR REQUEST A REFUND FOR A DIGITAL PRODUCT?

Due to the digital nature of our products, we are unable to offer any refunds, returns, exchanges, or cancellations. All digital product sales are final. Please review our terms of license and conditions for more information on the use of our digital products and artwork. We apologize for any inconvenience this may cause and appreciate your understanding. View our terms of license terms and conditions for further information on the use of our digital products and artwork. 

CAN I GET A REFUND?
CAN YOU MAKE ME A CUSTOM ITEM?

Unfortunately, no, I do not take commissions or make personalized items. However, feel free to email us
at shop@xiolashop.com if you have general ideas on what you would like to see.
If we use your idea, we may send you a small gift in appreciation of your suggestion.

WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?

If your order gets stuck or lost during the delivery process, we apologize for the inconvenience. Unfortunately, these situations are out of our control and are handled by the postal or carrier service. Please refer to our refund and return policy for information on when these circumstances might be applicable. We understand how frustrating it can be to experience delays or issues with shipping and will do our best to resolve any issues as quickly as possible.

WILL I BE CHARGED FOR CUSTOMS AND TAXES?

It is possible that you may be liable for paying duties and taxes upon receiving your order. Import duties and related customs fees are determined by your local customs office and may be charged when your order arrives in your country. Please note that these charges and taxes are your responsibility and will not be covered by us. If you have any questions about potential charges, we recommend contacting your local customs office for more information.