Do you ship internationally?
Yes, we have have teams located in the US and New Zealand. The US branch ships globally except for New Zealand/Australia, while the NZ branch ships only to Australia and New Zealand. Shipping options at checkout are automatically updated once your address is entered to reflect these restrictions.
When will my order ship out?
Once an order is placed, your order will be shipped within 3-10 business days and a tracking number sent by email or texted to your phone.
Are there customs fees?
Depending on the receiving country's policies, international orders may incur customs fees. These fees, along with supplying accurate and complete contact information are the customer's responsibility. Returns/exchanges will not be granted if these requirements are unfulfilled.
Please be aware that in particular EU & UK implemented new tax laws in 2021 which impact the fees the customer is responsible for to receive international packages.
How do I track my order?
Our dispatch email will contain a tracking number and tracking link to the service selected at checkout. Once your order reaches the border of your destination country, you may also search the tracking number via your local postal carrier for more accurate tracking information (e.g. Canada Post if the order is sent to Canada).
Can I return an item?
We are not accepting change of mind returns or exchanges at the moment. However, if the product is damaged, does not match the description or is not of acceptable quality and is within 30 days of receiving your order, we will organize a replacement. Please send us details and photos to the relevant email address below.
Can I cancel or refund an order?
If the order has not been shipped and you haven't received the shipping confirmation email, you can reach out to us by email to cancel it.
My package is missing!
Once the parcel has been given to the courier, we are no longer responsible for your package. Please check with your local post office first before you believe a package is missing. If the post office cannot locate it, send an inquiry through to us with your order number and details.
I provided the wrong address, can I change it?
The address can be changed as long as the package has not been shipped yet. After it is shipped, the order must be returned to us due to an “insufficient” address before it can be reshipped. When a reshipment is required, the customer will be invoiced for the shipping fee.
If a shipment fails due to an incorrect address, the customer will be contacted. If the customer does not respond within 14 calendar days, the order will be considered abandoned and a full or partial refund will be issued.
If shipment is sent to the wrong address, the store is not responsible for reshipment costs. The store is also not responsible for lost or stolen mail. To file a claim, contact the courier directly.
Will the books be signed?
In hopes of keeping shipping costs lower for everyone, we opted to set up shipping options from both NZ & US. Unfortunately this means yue will not be signing any online orders as she would only be able to sign the NZ stock. If you catch yue in person at an event she would be happy to sign it for you then!
It is frustrating when something goes wrong, please feel free to reach out if you experience any issues with your purchase, we will do our best to ensure that you are satisfied! Remember to include your order number if you have one.
For US/global (excluding NZ/AUS) orders: firstname.lastname@example.org
For NZ/AUS orders: email@example.com