This FAQ is a work in progress... If you have any questions not answered here please email email@example.com, or DM me on Instagram @wordofmouseco 🙂 If you have a question about your order, you can also reply directly to your order confirmation email.
Which countries do you ship to?
I currently ship to Canada, USA, UK, Germany, France, Japan, Italy, Spain, Netherlands, Australia, South Korea and Hong Kong. You can find shipping rates and the next shipping date here. If you'd like to ship to a country not listed here please contact me and I can add it.
Where are you located?
I'm located in Canada. However, I use a third-party to ship parcels via the US. Even with the additional third-party fee this lowers both the shipping cost and the shipping time for international parcels hugely. Badges purchased on their own are shipped from Canada.
What is the deal with currency?
My store still takes payment in GBP, as I set it up when I lived in the UK. Eventually it will change to CAD but it's a long process.
You can change the display currency by clicking the bar at the top of the page where it says 'GBP'. This will give you a rough idea of how much things cost in your own currency, but billing at checkout is still in GBP.
When will my order be dispatched?
Unless otherwise stated, everything is ready-to-ship. I usually ship ears the Tuesday or Wednesday following a restock. Badges purchased on their own are generally shipped within 2 days. The next posting date is always noted here.
But I need it for a certain date...
With the majority of items this is down to the shipping time so there is very little that I can do. Check out the shipping estimates here and please feel free to message me and I can get a quote for faster options for you. If you are in the US, you can upgrade to 2-4 business days shipping for around £2 - £5, or even 1-2 day express shipping. Cost varies so please contact me for a quote. International express post is VERY expensive, and if you are in a rush you might want to consider having your order delivered to your Disney hotel instead.
Very occasionally I run promotions featuring made-to-order items. In these cases I will do my best to work to your trip date. However, especially for orders from outside North America, shipping times will be the main thing to consider.
I wanted XXX but it sold out so quickly!
I'm sorry 🙁 I can only make 2 pairs of ears in an entire working day, so the numbers of these are pretty limited and often sell out within minutes of the release. You can find details of the next restock on Instagram. Don't be afraid to comment on my latest post to let me know that you missed out! When I know that a lot of people are missing out on certain items I try to focus on making more available.
When will XXX be back in stock?
Anything that is showing as 'sold out' will eventually be restocked. Further details are usually available on the restock page. Seasonal items such as Halloween and Christmas are only available during those times.
I also announce restock details ahead of time on Instagram.
Please sign up for restock notifications of items you're interested in. It helps me to know which items are most in demand!
How can I best snag XXX next time?
I would not recommend relying wholly on restock notification emails as some items sell out within one minute, and by the time you get the email and get to the website they are likely already gone.
I announce restock details ahead of time on Instagram and on this website, so check there or turn on Instagram post notifications. On release day, I'd advise being on the product page a few minutes early and just keep refreshing.
You can speed things up even further if you have ApplePay, or have your phone/computer set to pre-populate your card details, or log into your Paypal ahead of time. If something is in your cart it doesn't reserve it. Until you pay, someone else can still purchase it. Unfortunately, I can't do anything about this.
Can I made a small change to an existing item in your store?
This isn't possible at the moment as I make nearly everything ahead of the sale. They're made in such a way that I can't easily take them apart to make changes. The only thing I can do is remove a bow. I can't add a different bow.
Do you do custom orders?
I'm not taking custom orders at the moment under any circumstances.
How do you calculate your pricing?
This is now my full-time job. I calculate all my prices based on the cost of materials plus my hourly wage (which I set at the living wage for Metro Vancouver). My work is very detail-orientated and can be time-consuming, so I don't compete on pricing with other makers/Disney as everyone's process is different. Instead, I'm in the process of costing things out more realistically in order to keep my business sustainable.
I'm buying an item as a gift...
I don't include an invoice in the package, and everything is presented well for gifting. If you'd like to checkout under your own address and then message me to change the address or to add a gift message that's fine. The best thing to do is reply to your order confirmation email and I'll get straight back to you.