Last updated: 18th of November 2020
FREQUENTLY ASKED QUESTIONS
COVID-19 Related Information
International Shipping may experience minor delays. You may check out using the shop system as normal.
If your location is not on the shipping location list but you would still like to order, please follow these instructions:
- Please e-mail to firstname.lastname@example.org
- include the country you would like to ship to;
Q: I have a question about my order that's not answered in this F.A.Q.
A: Please e-mail to email@example.com with your question. Please put your order number in the subject line, this will allow me to assist you more quickly. For security reasons, only use the e-mail address associated with your order.
Q: I have a question about Stickers, Prints or Printful INC.
A: Please follow this link to my Stickers & Print about page.
Q: I can't find the artwork I saw on your Instagram page in your shop.
A: All my available art is in my shop, if you can't find a piece on here it's most likely already sold or not uploaded yet. If you'd like to be notified about new work, I highly recommend subscribing to my newsletter and following me on Instagram @sahasa.artist. You will receive, on average, one email per month that features new work.
A: No, they're too fragile to ship & they're so time consuming to sculpt that every koi I sculpt goes directly into art. Please check the "questions about materials" section below for more information about my mini koi sculptures.
Q: Do you offer commissions / make custom art?
A: Yes, on a case by case basis. Please take a look at my commission guide.
General Shipping Questions:
Q: Do you ship internationally, do you ship to my country?
A: I ship worldwide. Select your country when checking out. If it's in the list, I ship there. For more information about shipping here click here.
Q: How do you ship orders?
A: - Larger items are shipped with DHL or PostNL. Keep in mind tracking service is not available worldwide, unfortunately this is outside of my control. If you would like to make sure this service is available for your location, please send me a message before ordering and I will check for you.
- Small items are shipped with Shipped with PostNL Priority Airmail (untracked.) Due to changes in International Postage laws, per 1 January 2020, it is no longer possible to send small items as letters. In order to accommodate this, postal services have created a new option for small packages. Your item will still be sent in a bubble mailer. Tracking available, please ask prior to purchase.
Which of these shipping methods applies to your item can be found in each item's description.
Q: How long does it take for my order to arrive?
A: Please click here to view a guide to transit times.
Q: My tracking link doesn't work / I need assistance with tracking my order.
A: Please manually copy and paste your tracking code over on the official DHL tracking page and this page. US based customers, please use this page, it's possible to sign up for e-mail notifications.
Can't find your parcel? Don't hesitate to send me an e-mail at firstname.lastname@example.org and I will look into it for you. Please put your order number in the subject line, this will allow me to assist you more quickly. For security reasons, only use the e-mail address associated with your order.
Questions about materials:
Q: What is the clear stuff in your ponds & octopus pieces?
A: UV Stabilized Epoxy Resin. Although clear and high gloss, resin (the substance that looks like water) is entirely rock hard and won't go anywhere. The resin has been stabilized but may discolor if placed in direct sunlight / UV light for extended period of time. Best to keep away from direct UV sources and extreme temperatures.
Q: Where do you get your koi?
A: I hand sculpt them from polymer clay.
Q: What brand of paint do you use on your mini koi sculptures?
A: They're made from 100% polymer clay. Some of my work now also features koi that have hand painted scales. I always state in the description which technique has been used.
Q: Do you sell the mini koi separately?
A: No, they're too fragile to ship & they're so time consuming to sculpt that every koi I sculpt goes directly into art.
Q: Do you offer tutorials and/or give advice about materials?
A: No, I currently do not offer any tutorials.
✪ General Information
✪ Shipping & Returns
✪ Terms of Service
✪ DAMAGES & LOSS - International Customers: in order to claim damages you will need to take the box the item was sent in, wrapping, padding, and the damaged item(s) itself to your local post office to have a CN-24 form and damage report made, both of which you will need to e-mail to me, so I can forward these to my postal carrier. I cannot claim damages from my postal carrier if this process is not initiated by yourself. The protocol is designed this way to avoid insurance fraud. If you can't or aren't willing to have a CN-24 form and damage report made and send both to me, I cannot refund you. Thank you for understanding. - Refund amount will depend on the postal carrier's final decision.
Items that were sent without tracking and insurance are not eligible for damages / loss claims. TRACKING MAY NOT BE AVAILABLE TO YOUR COUNTRY. Contact me prior to purchase if you'd like to make sure the postal service tracks to your country.
✪ OTHER If any issues and/or situations arise that are not described on this page, please refer to my terms of service. At all times, a reasonable effort will be made to communicate with and inform the customer.
All my items come from a smoke free but a pet friendly home. If you have allergies, please be aware of this.
Art By Sahasa will use the customer's address and contact information only for business and legal purposes and expects the same courtesy of the customer. Detailed information about this, read the terms of service. Scroll down to section 15.
✪ Processing time The time I need to prepare an order for shipping varies. For details, see individual items. To calculate the total shipping time, add the processing time and the transit time. Please keep in mind these are in business days (for real time, consider weekends, bank holidays etc.) and do not include time needed for customs handling.
✪✪✪ Estimated TRANSIT times ✪✪✪
✪ Packages, shipped with DHL/PostNL:
- The Netherlands: 2 -3 business days
- West Europe: 5 - 8 business days
- Europe: 5 - 12 business days
- Canada, North America, Australia: 8 - 12 business days
- Brazil, Mexico: 9 - 11 business days
- Worldwide (Other): 9 - 18 business days
✪ Bubble Mailers, shipped with PostNL International:
- The Netherlands: 1 - 3 business days
- Europe: 2 - 4 business days
- Canada, North America: 3 - 6 business days
- Australia: 5 - 8 business days
- Worldwide (Other): 5 - 14 business days
I'll do my best to meet these shipping estimates, but cannot guarantee them. Actual delivery time will depend on the shipping method you choose, and the time of the year. Some seasons such as around Christmas are very busy and delays may occur.
✪✪✪ TRACKING ✪✪✪
✪ All packages shipped with DHL/PostNL include a tracking code. Keep in mind tracking service is not available worldwide, unfortunately this is outside of my control. Countries/locations where tracking is currently not available include: Egypt, Kuwait, Mexico, Oman, Qatar, South Africa and Ukraine. If you would like to make sure this service is available for your location, please send me a message and I will check for you.
✪ Bubble Mailers, shipped with PostNL International, please contact prior to purchase if you wish to add Tracking/Insurance. (No Refunds on Lost Untracked Mail.)
✪ Customs and import taxes Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
RETURNS I accept returns and cancellations For returns contact me within 14 days of delivery. Returns must be shipped back within 21 days of delivery. Request a cancellation before your order has shipped. I don't accept exchanges But please contact me if you have any problems with your order! The following items can't be returned
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
- Custom (commissioned,) or personalized orders (includes requests.)
- Digital downloads
- Items on sale. All "discounted" sales are final.
✪ Do not return an item without contacting Art By Sahasa prior. Your refund will be voided.
✪ Initiate the return process as soon as possible, within 14 days of delivery to be eligible for a refund.
✪ For information about how to deal with items that arrive damaged >> please read the section damages & loss above << ✪
The customer is responsible for return shipping cost and packages that are lost during the return. This may be avoided by using tracking.
✪ IF the item returns damaged, or not in it's original state the loss of value will be deducted from the refund. This only applies to damages that occurred during the return and may be avoided by packaging well and insuring the package. Return to Index