FAQ
For the curious onesFREQUENTLY ASKED QUESTIONS
When will my order arrive?
Do you provide tracking?
Most countries we ship to have some tracking as part of our shipping options. We provide the number if available on request, so that you can track progress. Please note that they are still estimates and that some parts of the delivery might not be able to be tracked.
My order hasn't arrived, what should I do?
In the unlikely event that your order doesn’t arrive within the specified time frame please contact us at hello@desertdenizens.com. We’ll be more than happy to help. Please also check our shipping page for current delays.
I have received a damaged item or the wrong order. What should I do?
If your order arrives damaged, faulty or isn’t what you ordered, please contact me at hello@desertdenizens.com with a photo of the issue and we’ll get that sorted for you as soon as possible.
I noticed I made a mistake on my delivery address! Is there anything I can do?
If you’ve made a mistake or given us the incorrect delivery address please contact me at hello@desertdenizens.com immediately so that I can rectify this before your order is shipped out.
If your order has already been shipped I can only offer a refund/ redelivery to the correct address once the order is returned back to me.
Do you offer returns or exchanges?
I aim to provide excellent quality products. However, if you are unhappy with one or more of your items we do have a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@desertdenizens.com. If your return is accepted, we’ll send out instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Buyers will be responsible for any loss in value caused by the return. Buyers will also be responsible for the return shipping cost unless the product is incorrect/ faulty. The fastest way to exchange an item is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Do I have to pay customs fees or import taxes?
Buyers are responsible for any customs fees and import taxes which may incur in their destination country
Do you offer a framing service?
Yes, on request I can arrange a framing option. I have access to a great company which makes custom quality frames by hand on demand but for an affordable price.
I will send a brochure from which you can choose from and give you a cost estimate once you have chosen an option. A custom listing will be created so you can purchase your framed print through the site as usual.
Please note that shipping costs will increase for framed options, however, this will be part of the quote.
Do you offer custom prints/ personalised prints?
Yes, on request I can arrange a text personalisation on existing designs.
Also, please have a look at the custom SHELFIE PRINT, a custom artwork that translates your wall of plants into a beautiful illustration unique to your home! Please have a look at the custom print page for more info.
Do you offer custom sizes?
Yes, on request I can arrange custom sizes, however, there is a size limit of approximately A2 size for the maximum dimensions. If you would like a custom size, please contact me and I can offer a custom quote and listing.
