What kind of materials do you use?
We list all materials used in the description of each product. Common materials include polymer clay, metal findings, resin, and paints.
What is polymer clay?
Polymer clay is a type of hardenable modeling clay made from the polymer polyvinyl chloride (PVC). It can be shaped, baked, and finished to create durable and colorful pieces.
What payment methods do you accept?
- For international customers, we only use PayPal.
- For domestic customers (Chile), we have Mercado Pago, Transbank, and bank transfer.
- For customers from Mexico, PayPal and bank transfer.
Do you sell wholesale?
No, we don’t offer wholesale. Every piece is handcrafted with the same care, materials, and attention, whether it’s one item or many.
Are the photos on your website yours?
Yes! All photos on our website and social media showcase our own handmade work.
Can I cancel or modify my order?
Custom orders cannot be canceled once production has started. Standard items may be canceled within 4 hours of purchase. Contact us immediately if you need changes.
My product broke. What should I do?
- For minor damage, you can try repairing it with super glue.
- For major damage, please check our Terms and Conditions to see if your situation qualifies for an exchange or return.
If you need guidance, feel free to contact us.
Can I request a personalized design not listed in your shop?
Absolutely! We love custom ideas. Contact us with your concept, and we’ll discuss details, feasibility, and pricing.
How long does a custom order take?
Processing time depends on the complexity of your order (details, size, etc.). We provide updates and photos throughout the process to ensure your satisfaction.
How do I know I will love my custom order?
We send progress photos and a final photo of your custom piece before shipping. You can approve it or request minor adjustments before it’s sent.
How long does shipping take?
Shipping times vary depending on your location. Please check our Shipping Information section for estimates.
What if my package is scratched or the box is damaged, but the product is fine?
We package every item carefully, but we have no control once the package is with the postal service. If the product inside is intact, we recommend understanding that minor packaging damage may happen.
My package hasn’t arrived within the estimated time. What should I do?
First, check with your local post office using your tracking number. If the issue continues, contact us immediately and we’ll help resolve it.
Can I request a rush or priority order?
Yes! In some cases, we can expedite production for an extra fee. Contact us before placing your order to discuss details.
Do you offer gift wrapping?
Yes! We can provide gift wrapping or custom packaging upon request. Additional fees may apply.
Are your products safe for children?
Our products are non-toxic, but small pieces may pose a choking hazard. Recommended for children over 7 years old or for decorative use.
✉︎ CONTACT INFORMATION
For questions contact us at hello@jelouxiani.com