Why a standalone shop when you have Etsy?
Etsy has been amazing for starting out, but their growing fees - even on unsold items - can be a bit much. I’ll still keep my Etsy shop, but having my own gives me more control and helps avoid extra costs. Shopping directly means the world to me - thank you for your support!
Why is tracked delivery so expensive?
Being a super small business, I cannot afford contracts with lower rates for long-distance shipping. These are basically the prices that any person would have to pay at the local post office/courier service. I am actually trying to keep them as low as I can, by switching between different service providers for the best value, and by absorbing some of shipping and most of packaging costs (what? yes!). Let’s see how long I last >.<
I’m based outside of the EU. Will I get charged customs fees?
It depends on the volume of your order. Currently most of the items in this shop are sent in letter-type envelopes that are perceived as “documents” by the postal services and therefore can move freely, as explained by our local office.
Brooches and greeting card sets are shipped as “parcel letter” and I may be required declare the contents and value when the destination is outside of the EU boarders. If you are thinking of ordering these voluminous items, I would recommend that you do it over on Etsy - they will collect your country’s VAT and you will not be bothered by the customs when your order arrives.
Do you not ship to the UK?
Having done some reading on the latest UK VAT rules, I decided to remove this destination from the options. Unfortunately at this point it’s too complicated for a small business as mine. I do however have a limited range available for UK customers through the Etsy shop because the platform takes care of the VAT. If there’s something that you like that is missing there - please drop us a message via Etsy and I’ll do my best to accommodate!
Unfortunately I had to remove some destinations :( This could be due to various reasons. Some countries have regulations that are difficult for me to fulfil as a very small business, some have unreliable postal service. I’m truly sorry!
Why do you not ship to my country?
Where is my tracking nr?
If your order ships with track-and-trace, you will receive an email with your tracking number once it’s dispatched. Please allow 24-48 hours for the tracking number to become active.
My item(s) arrived damaged - what do I do?
Oh no! :.( Please contact us immediately via info(at)polinatjedraw.com and attach some pictures of the damage to the item(s) and packaging and we’ll take if from there.
What’s your returns policy?
To prevent the need for returns we are striving to provide the clearest description and pictures of all the products. They are being checked for quality and carefully packed to ensure a safe journey to you.
However if you have second thoughts about the purchase, you can return it.
Conditions of return
Please contact me within 14 days of delivery for detailed instructions and dispatch items back within 30 days of delivery.
You will be responsible for the return shipping costs. This is because we are a small company and cannot afford to offer free shipping and free return shipping at this time. Original postage fee will be deducted from the refund. Please also note, that if the item is not returned in its original condition, you will be responsible for any loss in value.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalised orders
Items on sale
What does “giclée” mean?
Giclée (pronounced zhee-KLAY) is a digital printing method for high quality fine art using specialist archival pigment inks and acid-free papers. Giclée prints can also be referred to as “museum quality prints” or “archival prints” - this is due to their high resistance to fading and discolouring. With some care they will last 100+ years.
When handling the prints, ensure your hands are clean and dry - and do not touch them more than necessary as they stain easily - it’s best to hold them by the edges :) If you’re not planning on framing your print right away - keep it in its original packaging.
What’s the *tje* about and how do you say it anyway?
*tje* is one of Dutch/Flemish diminutive suffixes that is used to express warmth, affection and coziness. It is pronounced something like CHE in “check” and doesn’t affect the regular stress/accent of the word :)
Here’s a cute article about this phenomenon: Make-it-small-dutch-love-affair-diminutives