• Has my order shipped yet?

I have a processing time of 5-7 working days before dispatching your item. I produce a lot of items by hand, handle packing and shipping all by myself! Once it has shipped, you will receive a confirmation email (these can sometimes go to spam so please check there!).

Every Friday I go to the postal office to send out your orders!

• I checked out with the wrong address

Please contact me ASAP so I can change the address before it is dispatched. If your order has already dispatched, unfortunately it is too late and I cannot change the shipping address or redirect the order.

If an order is dispatched to an incorrect address and is later returned to me in good sell-able condition, I can offer a refund minus shipping costs, or post it again as long as an additional fee for shipping is covered by the customer.

• I can't find my tracking number

If you have picked Tracked shipping while checking out, you will receive a tracking number when I dispatch the item. You will receive an email about this. Please allow 5-7 processing days for me to package and ship your order. Check your spam for the email as well.

If you have checked out with the untracked option, then there will be no tracking link for you.

If your tracking number seems to link to a page that states it cannot be found, please look at this webpage of Deutsche Post about International Shipment Tracking.

• My order hasn't arrived

I am so sorry to hear you haven't received your order yet! It might have been delayed in the postal system.

Please allow the following amount of time once your order has shipped for it to arrive:

The Netherlands: 13 working days
Europe: 25 working days
Rest of the world: 35 working days

If the above amount of time has passed since your order was dispatched, please get in touch and I can assist you further. Please be sure to contact me before 90 days have passed since dispatch, as I can no longer help beyond then.

• My order arrived and something is damaged

I package every order with great care and use sturdy materials to ship them. Please email me (bymossypine✦gmail.com, ✦→@) with clear and detailed photos of the damage. I will need these to make a claim with my shipping provider for the damage. Once I have received photos of the damaged items, I will sort out a replacement for you!

• My order arrived and something is missing/incorrect

Sometimes during the packing process I can mess up a little when handling large amount of orders! If this is the case for you, please contact me via email with your order number and a photo of your order, and I will replace anything that is missing or offer a refund on the missing items.

• Do you ship internationally?

Yes! I ship everything from the Netherlands, and can ship anywhere that Deutsche Post ships to.

The only exception is the UK due to taxation changes after Brexit. But shopping is still possible through Etsy!

• When will my order arrive?

Shipping times may vary due to holidays, customs, and pandemics. See estimated delivery times below:

The Netherlands: 1-5 working days
Europe: 7-14 working days
Rest of the world: 14 - 28 working days

Please keep in mind that postal services experience higher volumes during the holiday seasons which may cause delays. Calculate extra shipping time to ensure timely arrival. Please see "My order hasn't arrived" above for more info if you are awaiting your order.

• Can I track my order?

Only orders which are checked out with the tracked shipping option will have a tracking link when dispatched. You can find your tracking number in your email when I have sent the order out, please also check your spam!

• Do i have to pay customs and vat?

Unfortunately sometimes you might be subject to pay Customs Duty or VAT fees when receiving a package. The amount you might have to pay depends entirely on your country's tax laws and the value of your order. For more information about this you should contact your local customs office so you won’t be surprised when the package arrives.

I do collect btw for the Netherlands and the European Union countries (included in the price).

Mossypine is not responsible for any fees or taxes incurred on your order and these fees are not included in the item’s price or shipping costs.

• What does shipping cost?

Shipping cost is calculated at checkout, as it depends on your location and contents/weight of your order. You will be able to see the shipping cost before paying.

I understand that shipping is expensive, but unfortunately as a small business I do not have any control over offering you more affordable shipping - these prices are set by postal services, and they go up every year.

• Can I return my order?

If you would like to return your order or an item in your order, please contact me within 14 days of receiving your items. You must then dispatch your return within 14 days of contacting me. Please be sure to package your items safely, as I must receive them in sell-able condition to be able to offer you a refund. If the item is damaged when I receive it, then the customer will only be entitled to a partial refund. The customer is responsible for the cost of the return shipping.

• Do you accept exchanges?

I do not accept exchanges. However if your order is incorrect or has arrived damaged, please get in touch.

• Can I cancel my order?

As long as your order has not been dispatched, I can cancel and refund it for you. Once your order has dispatched, it is no longer possible to cancel it. If you would like to return your order upon receipt for a refund, please see above for my return policy.

• How does Mossy Mail work?

Mossy Mail is a bi-monthly club where you can get exclusive designed products with a discount! The products are only available during the corresponding two months, so be quick if you want something from it! To receive Mossy Mail simply pick your preferred bundle from the shop and purchase it. There is no need for a subscription or membership like on Patreon. You will receive the exclusive goodies of your choice, plus an exclusive thank you letter which is only sent to those who are part of Mossy Mail those two months.

• Can I purchase past rewards?

Current members of Mossy Mail will receive a password with their order in their email. This password will give access to the locked Mossy Mail Friends page. Previous rewards will be sold in the secret shop there, but will not be discounted anymore. They will also not come with the special thank you card and perks for Mossy Mail. It is never a guarantee a design or product might return, so if you like something make sure to purchase it before it is gone. If you want to stay up to date with when new rewards will be available, make sure to sign up for my newsletter!

• What are the different tiers/bundles available?

There will be three bundles available every two months for three different price points, however the content will vary every time. Perhaps some months there will be sticker sheets while other times there might be a bookmark or even a small notebook! I want to use Mossy Mail to experiment and try out new things, so honestly any type of product could end up in the Mossy mail!

• I am in the UK, can I still receive Mossy Mail?

Yes you can! Friends from the UK can contact me with their preferred bundle so I can make them a personal listing over on Etsy. This way you can purchase your Mossy Mail just like everyone else. Sorry for the bit of inconvenience!

• Wholesale

Are you interested in carrying my items in your shop? Send me an email with which item(s) it concerns and the quantity, after which I will contact you by e-mail with more information. (bymossypine✦gmail.com, ✦→@)