FAQ

LATEST POLICIES

Updated July 19, 2023

Do you ship to the UK or EU?

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, there is an added VAT tax that is calculated based on order value and shipping cost combined that will be reflected during checkout. Due to the new Packaging Act in effect, we have stopped fulfilling orders to Germany and France at this time. Any new orders placed to those destinations will be canceled and refunded.

Do you take commissions or create custom work?

At this time, we are not accepting any commissions and custom work.

Do you offer digital copies of your artwork?

We do not offer nor sell digital copies of our artwork due to a risk of copyright infringement. All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of Zhi Wen Design LLC by Mandy Pui.

ORDERING

When do new releases happen?

We usually release new products or collections before the new season starts or even before any cultural festivities starts, however this may be subject to changes. Please follow us on Instagram (@zhiwendesign) for the latest updates.

How do coupon codes work?

We only allow one code per transaction on this platform. Only free shipping codes for orders above $20 (domestic) and $50 (international) can be combined with one other code that is currently offered.

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. 

Do you offer free shipping at this moment?

We offer domestic (US) free shipping for orders $20 and above with code "FREESHIP20" and international (worldwide) free shipping for orders $50 and above with code "FREESHIP50".

What is your processing time?

Our general processing time is 2-3 business days but can increase during sales, holiday season or high volume order periods for up to 10 business days. Note that processing time does not include delivery time.

Can I combine or modify my order?

We are unable to combine or make any changes to an order after it is placed, therefore please contact us to cancel the order within 2 hours so that you can place a new order. We will not be able to cancel any orders that have been placed for more than 2 hours. 

We are also NOT responsible for any undeliverable packages due to wrong address. 

Can I cancel, return, or exchange my order?

Due to the nature of our products; cancellations (after 2 hours of orders being placed), returns and exchanges are not accepted. 

How do I track my order?

Tracking is emailed to the emailed 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 do not have any method of tracking movement of the package after it has arrived in your country.

My order is missing items or contains defective items

We truly apologize! 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 hello@zhiwendesign.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 AND DELIVERY

Do you ship worldwide?                             

Yes, we currently ship all over the world except for France and Germany (please refer to our packaging act policy at the top of the page). Shipping cost is based on weight and is calculated during checkout.

How long will it take to receive my order?                             

Domestic Orders (United States)

USPS Priority Mail: 3-5 business days, includes tracking and insured up to $100.

International Orders

USPS First Class International: 1-4 weeks, includes tracking and delivery confirmation in most countries. 

What are shipping customs?

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.

My order was returned to you

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.

My order is lost or damaged

We are NOT responsible for lost or damaged package. Once your item has been marked shipped, we no longer have control of it. 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 hello@zhiwendesign.com.

My order was marked "delivered" but I haven't received it

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

Can I resell your artwork or products?                             

All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of Zhi Wen Design LLC by Mandy Pui. 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. 

Do you wholesale your products?

Yes, you can find us on Faire or you can contact us at hello@zhiwendesign.com

Rights to refuse service

Zhi Wen Design have the right to cancel any orders that violates any part of our store policy as well as revoke all shopping privileges on www.zhiwendesign.com to any individuals without further notice.