★ Enquiry Contact

If you would like to enquire about your order, a product, amend shipping, require special courier service or anything else, please email us at :

📧 hederahelixillustration@outlook.com.

📬DM: HederaHelix_Art's Instagram

★ Future Releases

We frequently run campaigns via Kickstarter AND/OR Indiegogo, and release pre-orders via our shop HederaHelixBoutique.

Both our website and HederaHelix_Art's Instagram will advertise upcoming and current pre-order and in-hand sales. Follow us to avoid missing slots as many of our designs can be Limited Editions.

★Cancellation Policy

★ Terminologies

• LE-Limited Editions

  e.g. LE50 means Limited Edition of 50 pieces

• AWS-Awaits Stock

  These items are being made with manu, and have achieved WIP pictures meeting milestone expectation, pre-order price is no longer available. Items are expected to be with us within 15 days to 1 month.

• Ready-to-Ship

  These items are in stock, we will pack them as soon as possible to ship out. Please find standard lead time in “Shipping” section

• PC- Pieces/Units

• [P-O]- Pre-Order Items

  These items will take 2 to 3 months to deliver, please find detailed leading time within Shipping section

• [I-H]- In-Hand-Sales

  These are ready to ship items, please find detailed leading time within Shipping section, EU customer please also take some time to read Customs & VAT section

• OOS -Out of stock

  When the product is limited edition, this sign means permanently out of stock

• ANS- Awaits new stock

  For non-LE pins, ANS sign means the pin should be back in stock within 2 to 3 months.

• ANV- Awaits new variant

  For some of our pins, past variants may become LE to retain collectible value. When you see ANV sign, old variants become redundant , only new variant will back in stock.

★ Refund & Order Cancellation

Please refer to detailed Cancellation Policy

★Shipping Address & Return

◆Rejected Delivery

If you reject a delivery or miss type your address, you will have to pay additional shipping fees if these are occurred.

◆ Returns

Please let us know within 14 days of receiving an order if you wish to return it, you will have to cover the cost of the shipping to us. We will then process a refund after deducting the original shipping cost.

• Refund of Pre-order items will have 30% of the original cost deducted and retained, as this would contribute towards production cost.

• See details in Cancellation Policy

★ Customs & VAT

-You are responsible for paying any fees incurred at customs, should you reject an item held at customs, you will not be offered a refund and would have to pay additional shipping if this is required.

◆EU Customers

▶︎Etsy Store

-We do not currently hold IOSS licence to ship DDP mails, however we do have an Etsy store for customers who reside in the EU or any country that needs to pay domestic VAT.

▶︎Shipping from Northern Ireland/Within EU Zone

-We travel to EU zone monthly to ship parcels, this will exempt receiver from delivery duty charge caused by BREXIT.

However, please note, we do not accept urgent order under this method, any EU customer directly placing order via HederaHelixBoutique store at this stage will be automatically considered as being willing to wait for monthly EU batch shipping.

★ Future Releases

Both our website and HederaHelix_Art's Instagram will advertise upcoming and current pre-order and in-hand sales.

★Enamel Pin Grading

There is NO perfect pins.

Collector Grade is a special 1 out of 50, maybe more. Standard A grade is not Collector Grade, please do not mistaken.

The larger the pins, the more complex the pins, the more flaws there will be. All enamel pins are handcrafted items, you MUST understand the imperfection before investing/collecting.

More detailed Grading Standard can be found in Cancelation Policy & Grading Standard

Artisan pins are all about designs, effects and textures, if you cannot appreciate enamel pin effects, don’t buy. More effects, more flaws, we MUST be realistic.

*Please do NOT zoom a less than 5 inches pin into mega pixels.

*HederaHelix may not be the suitable pinmaker for you if you are an OCD perfectionist collector who zoom/magnify to examine pins instead of being able to appreciate aesthetic beauty.

◆ Alpha

A Grades are standard grades. At most they will have minor imperfections in the metal surface or have small dust or polish dots.

Effects such as resin can have uneven surface. These can be spotted under high beam light, but not as obvious directly with normal room light or natural sunlight. (Glitters, stained glass, transparent enamel printing will require resin coating whether the overall pin is soft or hard enamel.)

The above are not considered as fail.

None of above would be visible at arm length.

◆ Beta

B Grades can have every imperfections listed in A and some minor deformations to the metal, small discolourations and general imperfections such as scratching. These issues are never large and can sometimes resemble normal wear and tear. Most of above would not be visible at arm length.

This grade will be denoted in the listing.

◆ Gamma

C Grades can either have larger imperfections, such as chips in their enamel and metal or have a sizeable number of minor imperfections compared to B grade. Some of above would be visible at arm length, but none will be obvious.

This grade will be denoted in the listing.

We do perform grading rather strictly, Gammas are still beautiful pins which are suitable for wearing out.

Videos and Photos can be provided if you are interested to purchase Gamma grade pins.

More detailed Grading Standard can be found in Cancelation Policy & Grading Standard

★Payment Method

We accept :

Visa(credit and debit cards)

MasterCards(credit and debit cards)

American Express

JCB

Discover

★ Shipping

◆Processing time

• In hand items

will be packed within 48 hours and shipped within 2 weeks

• Preorder items

  will have listed estimated Dispatch time, but this can be extended due to a factory complications, covid pandemic disruptions and other unexpected issues.

◆Untracked Shipping

Orders will be checked for eligibility of untracked shipping.

We make relatively complex and detailed collectible pins, the value would be a lot higher, and many times the limited production quantity would make the missing pins to be not directly replaceable.

Therefore, we recommend untracked shipping for order over £50, as this will exceed the insurance thresholds. Please note, this only mean you can receive refund for in hand items and 70% refund (exclude production cost) for pre-order items, as replacement may not be available.

Tracked shipping is strongly encouraged, we offer flat shipping regardless of the amount of items you’ve purchased for most of the major destinations.

We will not be held liable for lost untracked parcels after providing proof of shipment. Dispute/Refund is possible with severe consequences. Please refer to Cancellation Policy for more details

◆Tracked Shipping

• Domestic(UK Mainland), US, Canada and EU Orders

Our Store will only offer tracked shipping due to complex designs and high production cost, in hope to reduce the likelihood of lost mail, you will receive a tracking number once your order is processed.

• Other Worldwide Orders

We’ll try to send most of mails through tracked, as long as tracked shipping is supported by Royal Mail International Tracked & Signed, however this service is not applicable to many countries.

Customer who places order from outside the four listed regions please pay attention to email, as we will contact you to notify the detail.

e.g.

1. When Royal Mail Tracked and Signed is not applicable, but customer still prefer tracked shipping, extra shipping charge may occur if DHL, Fedex, UPS etc. are required.

2. When Royal Mail Tracked and Signed is not applicable, but customer chooses to opt out of tracked shipping, we’ll refund shipping difference via Paypal or provide shop coupon.

   Photo proof of shipping package will be provided upon request.

◆Lost mail

If your item is unfortunately lost, but the courier states that the item is delivered. We will raise a claim on your behalf, this may take some time before a new parcel will be sent and we may need you to confrim in writting that the item was not delivered to you. See more in Cancellation Policy

◆Damaged mail

We pack all mails properly with enough protection against pressure and water, however if your parcel is unfortunately damaged, please provides us with sufficient photo proofs so we can raise a claim with the courier. See more in Cancellation Policy

◆Campaign backer with single shipping fee

If you participate in a Kickstarter or Indiegogo campaign and also wish to purchase from our store, you will not be charged two separte shipping fees.

Please contact us to specify backer ID/email if you are a honourable backer. Any additional items can be added to pin mail without additional shipping charge.

◆Trade law prohibited zones

If you live in a country that UK Royal Mail does not ship to, unfortunately your order will be rejected or refunded under current circumstance.

◆Express Shipping

Express shipping such as DHL, Fedex, UPS are available upon request.

Customer who demands tracked shipping but are from countries out of the flat tracked shipping zone are allowed to pile products up in our warehouse and ship out with DHL, Fedex, UPS tracked and signed once 1kg is reached. We cannot prolong shipping for over 1kg, as the accumulated value would be too high.

◆Couriers and Processing Time
▶︎UK orders

are shipped using Royal Mail Tracked and are dispatched within 3-4 days, as long as we have everything confirmed in the order.

▶︎USA orders

go out with the next large shipment, We use a service that offers USPS Tracked shipping at a better rate than UK Royal Mail. but means we have to ship in a batch to enable flat rate for multi-buy pin mail.

▶︎Other International orders

will be dispatched at least weekly, using UK Royal Mail Tracked.

▶︎EU Orders

are shipped in coherent of Customs & VAT section

▶︎Preorder, Kickstarter and Indeigogo campaign

can take 2-3 months to 5-6 months after the campaign closes subject to design/production complexity, we will provide updates during this period and confirm more accurate dispatch times as the time grows nearer.

▶︎Store closure

• we will advertise if the store is closed and for the duration.

★Special Requests

Please feel free to list any notes on your order, we will try our best to accommodate where possible.

• Please get in contact as soon as possible if amendments to your order are needed, such as change of shipping address

★ Customer Information & Confidentiality

We retain customer information such as names, email and mailing address for communication requirements.

We will never provide your information to an outside party.

You will only be contacted about products, if you have signed up to our mailing list and indict you are interested in that category for example anime fandom; or if you were a backer who reflected interest through backer survey/joltform to be contacted in regards of future releases.

• If you do not want to sign up for mailing list, but are interested in future releases, please follow us on Instagram for updates

  HederaHelix_Art's Instagram

★ Instalment Payment

We currently only take instalment via Paypal pay in 4 and Paypal Partial Invoices.

Klarna via Etsy is possible if you are happy to cover the Etsy service charge. This has to be requested before and PO/In Hand Drop.

If you are interested in a product which is currently not listed in our Etsy store, please notify us to generate special purchasable listing for you when applicable.