♡ FAQ ♡

♥ ENAMEL PIN GRADING SYSTEM ♥

WHAT IS A STANDARD GRADE PIN?
All enamel pins are of standard quality unless stated other wise. Standard grade pins are the best quality pins that we have to offer. This does not mean that it is 100% flawless. It is just the best option of what we have in stock. Please keep in mind that enamel pins are handmade therefore it is normal for standard pins to have very minor flaws and imperfections but are still very wearable and collectible. 

STANDARD PINS MAY INCLUDE:
- tiny random specs of dirt on enamel or glitter
- superficial scratching of enamel or metal plating
- imperfect metal plating (may also be present on the sides or back)
- slight under fill of enamel paint
- small pin size prick air bubbles
- all small flaws only seen upon close inspection or special lighting

WHAT IS A SECOND GRADE PIN?
Second grade enamel pins can have multiple flaws that are more noticeable than standard grade pins and are slightly discounted. Flaws differ from each pin and cannot be shown individually. These will be chosen at random. By purchasing a flawed product, you agree to accept the item AS IS and no refunds will be provided.

SECOND GRADE PINS MAY INCLUDE:
- random specs of dirt, dust, glitter, fibers
- scratching on enamel or metal plating
- imperfect metal plating all around
- missing metal plating
- slight tarnish of metal plating
- air bubbles
- under fill or uneven enamel
- wrong color enamel
- missing enamel
- slightly peeling enamel 
- missing screen print
- misaligned screen printing
- many more

WHAT IS A C GRADE PIN?
C grade pins are considered worse than "second grade" and are heavily discounted. They share the same traits as second grade but are way more noticeable. Flaws differ from each pin and cannot be shown individually.  These pins are chosen at random. By purchasing a flawed product, you agree to accept the item AS IS and no refunds will be provided.

♥ SHIPPING & TRACKING ♥

WHAT ARE YOUR SHIPPING DAYS?
We typically ship out orders once a week due to schedule availability. If you need your order by a certain date, please plan in advanced and contact us with the date and the item you need and we will do our best to help you!

DO YOU SHIP INTERNATIONALLY?
Yes! We ship all around the world from Texas, USA. 

HOW MUCH IS SHIPPING?
Orders are shipped via USPS First Class Mail and or USPS Priority Mail and will vary due to package weight and size.

CAN YOU COMBINE MY SHIPPING?
Yes! Please contact us if you've placed multiple orders and need to combine your shipping. Once the new shipping rate is calculated, we will refund you the remaining postage fee. We will be happy to do this as long as one of your orders have not already shipped out.

WHEN CAN I EXPECT MY ITEM?
It usually takes 3 - 7 business days for domestic and 15 - 50 business days for international orders after the ship date. Keep in mind these times may vary due to holidays, pandemics, or unknown delays. Click here to read about shipping during Covid-19.

DOES MY SHIPPING INCLUDE TRACKING?
All orders will include a tracking number however, the tracking number for international orders do not update frequently and cannot be tracked once it leaves the United States. It will update however once it reaches the destination.

I ACCIDENTALLY PUT IN THE WRONG SHIPPING ADDRESS. HELP?
If you accidentally input an incorrect shipping address, please contact us ASAP to resolve the issue! We always wait at least 24 hrs before shipping out a package in case mistakes like this occurs. If your package is already shipped out and you have not contacted us prior then the only thing we can do is wait for the package to get returned and we will be happy to reship it however, customers are responsible for a reshipping postage fee.

MY ORDER IS LOST, STOLEN, OR DAMAGED. HELP?
The first step is to contact your local USPS and provide them with your tracking number and report it to them. Most of the time, the issue can be resolved via USPS. If they were unable to assist you, please contact us and we will try our best to resolve it! A claim can only be filed for a refund if you've purchased package insurance.

♥ INSURANCE 

WHAT IS INSURANCE FOR?
Insurance is not included in normal shipping fees but can be added with your order. Please consider upgrading your shipping in case of any loss or damages caused by the post office or other unforeseeable accidents. We are not responsible for the mail carriers' mistakes and cannot refund or replace your order without the purchase of insurance.

Click here to purchase package insurance.

HOW MUCH IS INSURANCE?
The discounted insurance provided by Shipinsurance and is available for $1 that may cover up to $100.

Click here to purchase package insurance.

♥ CUSTOM FEES 

DO I HAVE TO PAY CUSTOM FEES?
Customers are responsible for paying for any and all import duty/VAT fees.

HOW MUCH IS MY CUSTOM FEE?
All custom fees are different depending on what country you're purchasing from. It is the customers' responsibility to know their own countries' fees and regulations.

I DIDN'T PAY THE FEE, WHAT NOW?
Unfortunately, your order will be returned to us. After receiving the returned package, we can either reship it again or a refund will be issued minus the initial shipping fee. If you choose to reship your order, you must pay to have to item reshipped again.

CAN YOU LOWER THE ORDER TOTAL SO I DON'T HAVE TO PAY?
We will not lower the order amount to help avoid paying any fees. To do so is illegal and may result in fines.

♥ PRE-ORDERS 

WHAT DOES PRE-ORDER MEAN?
Pre-orders are products that are currently being made and are not physically in hand yet.

WHEN DO I GET MY PRE-ORDER ITEM?
Pre-orders have different estimated shipping dates for different products. Please read each listing before ordering to get an idea of when your pre-order item will ship.

♥ CANCELLATION & REFUNDS 

CAN I CANCEL MY ORDER?
Absolutely! We will be happy to cancel and refund your order as long as it has not been shipped out. Please contact us with your order number and we will help you with that.

CAN I GET A REFUND?
Refunds are not typically offered unless there was an error on our part. If you have an issue with your order, please contact us and we will do our best to solve the problem!

♥ IMAGES 

WHY DOES MY ITEM LOOK DIFFERENT IN PERSON?
Photographs posted on www.shopazula.com are illustrative and for editorial purposes only. Products are taken in the best lighting, when available, and often retouched in post production. Due to differences in monitors, colors of products may also appear different to those shown on the site.

MY ORDER DIDN'T COME WITH THIS PROP SHOWN IN THE PHOTO?
Props used in product photography are for illustrative purposes and are not available for purchase nor is it included.

CAN I USE YOUR PHOTO?
All of the images, illustrations, and artwork belong to www.shopazula.com and cannot be copied, redistributed, reposted, or retouched in any shape or form. Please contact the owner for any further questions.

♥ COPYRIGHT 

All products, images, designs, and artwork belong to Azula LLC and can only be purchased via www.shopazula.com or www.etsy.com/shop/shopazula. If you see any of our products being sold on another platform, please be advised that is stolen and sold without our consent. Counterfeit sites often poorly duplicate artists' work and is hurting our small but real business. Our products are made with love and care and we appreciate every ounce of support! Please contact us at contact@shopazula.com to report any counterfeit items you find! Thank you!

*If your question was still not answered, please fill out our contact page with your name, email, and order number.