FAQs

We accept all credit and debit cards as well as Apple Pay via Stripe in addition to Paypal.

Our site processes payments in US Dollars (USD).

For international customers, the site may display prices in local currencies converted from USD. Please note that in such cases, the displayed prices are based on mid-market exchange rates, which may differ from the conversion rates your bank charges should you be using a non-USD payment method.

You can pay via Paypal using our 2Checkout Payment Method! It's just under the Credit Card Payment Option in our store:

Click on the "Complete Payment" button and you'll be sent to our 2Checkout checkout where you can select Paypal as a payment option:

Follow the steps on Paypal to complete your purchase!

The two most common issues with credit card payments stem from insufficient funds, or restrictions placed on the card by the bank for online puchases.

For the latter, please contact your bank to lift the restrictions.

Alternatively, you can attempt to make payment via Paypal. 

Please use Paypal Express Checkout if you do not own a Paypal account.

If you have a coupon code, please enter it at the checkout page by clicking the Checkout button at the Cart page.

If for some reason your code wasn't applied, please contact us within 72 hours and we will honour the discount as long as the conditions are met. For example, we will only apply a repeat-purchase discount on the second purchase. 

We reserve the right to refuse to apply a discount code retroactively. 

Worldwide shipping is $6.95 to $9.95 on most of our items, and generally free for orders above $100.  

We reserve the right to charge a different shipping rate depending on the product. Reasons may include the weight of the product causing shipping costs to be higher than normal, postal services raising prices, products that are custom made and shipped directly from our partner workshops, or products where we can offer special expedited shipping at a reasonable rate.

All shipments will come with a tracking number so you'll know where your package is. 

Order processing for most items will take place within 1-3 business days. During busy periods, if an item is in high demand or is custom-made, it may take up to 7 days for it to ship.

During holiday periods such as Christmas and New Year, processing and delivery may be delayed due to the increased volume of packages in the postal system and/or our warehouse partners closing for the holidays. We seek your patience and understanding.

Estimated Delivery times from our International Warehouse

Standard Insured Shipping:

To the US, UK, Australia, Canada, New Zealand: 7 – 21 Business Days 

To the Rest of World: 7 – 21 Business Days

Expedited Shipping

To the US: 5 - 8 Business Days

Rest of world: 5 - 12 Business Days

Estimated Delivery times from our US Warehouse

Standard Insured Shipping

To the US & Canada: 5 – 8 Business Days

To Rest of World: 7  – 12 Business Days

Expedited Shipping

To the US & Canada: 1 – 3 Business Days

To Rest of World: 5  – 8 Business Days

**Please note that these are estimates .When customs clearance procedures are required, it can cause delays beyond our original delivery estimates that we cannot control.

Yes, we can ship to most countries. However, there may be some exceptions due to postal issues for some countries. Our packages are currently shipped from our USA or international warehouses and handled by local postal services on arrival in your country.

If you are unsure if we can ship to your country, just use the Contact Us button at the bottom right to check in.

Countries we currently cannot ship to include: Netherlands Antilles, Indonesia, India. 

The above list may be updated as changes to the postal services occur.

All orders will be shipped with a tracking number can be tracked on https://www.17track.net/en.

Most of these tracking numbers can also be tracked with your country's national postal service website (i.e. USPS, Australia Post, Canada Post etc) on arrival in your country.

We work with partners around the world to bring you our various unique products. As such, items may be shipped from different workshops or warehouses.

The items will come within estimated delivery times and there is no additional shipping fee if this happens.

We work with various designers and workshops around the world. Depending on the product, it may be shipped from our fulfillment centers or directly from the workshop.

For most products, stock is kept in fulfillment centers in China to ship internationally, as this allows us to maintain a balance between cost-effectiveness and delivery speed to most countries. 

COVID-19 has presented challenges to shipping and logistics providers worldwide. Affordable international air freight uses spare capacity on passenger flights to transport goods, and with travel to most countries suspended, this has obviously affected shipping and delivery times.

To deal with this, we have switched to working with freight forwarders that do not depend on such flights to deliver. However, these shipping companies have seen a large increase in volume, and as such may still take longer than normal to deliver parcels. 

However, they are currently delivering items, and our data suggests their delivery times average between 5-15 business days. Please note that this depends on the situation with customs and delivery within each country and their different states.  

 During this time, we will do our best to get your order to you ASAP, but we may not be able to guarantee delivery times to some countries. If your order has not been fulfilled, simply email us to cancel your order.

From July 1, 2021, orders shipped to EU shipping addresses may be subject to VAT. 

The new VAT rules will not affect customers not located in the EU, or orders where the shipping address is not in the EU. 

We have made arrangements with most of our shipping partners to pay VAT charges on orders, so our customers in the EU will not need to. However, we do work with small, independent workshops that ship items directly, and do not have the resources to register for VAT collection. 

Items where VAT may need to be paid includes, but are not limited to the items in this link. 

In this case, please kindly pay the required VAT to receive your order as we will not be responsible for VAT charged in such cases. 

In the event that an item is returned to us due to unpaid VAT, we may refund you the item cost minus 10% for processing fees as well as deduct shipping costs.

Please contact us immediately by sending an email to support@wyvernshoard.com and provide us with the correct address. We will check whether we can change it for you.

If your order was already shipped out, we are really sorry, but we will not be able to change it for you or send you another product without charging a fee.

In this case, you may need to contact your local post office with the tracking number on its arrival in your country. Some postal services may be able to redirect the package to the correct address.

Please note that tracking information is usually displayed after 2-5 days from its ship date.

The reason for this is that in most cases, the first tracking event only shows up once the shipment has been handed over to the mail carrier, scanned and processed.

Your shipment may be delayed. Delivery delays can be due to various reasons, including weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order has shipped.

As the packages need to be scanned each step of the way to provide updates, please note that tracking numbers may take several days to show up or update in the system once it reaches customs or the next post processing center.

Please note that once the items leave our warehouse, they are handled by the various countries' postal services, which may route the packages to different locations or centers before delivery. This depends on the postal service's handling of delivery to your area, and is out of our control. 

If you'd like a more detailed update, you may wish to contact your local post office with your tracking number.

No worries, we have a 100% delivery guarantee.

Should your product not arrive within the estimated delivery times, please get in touch with us via the Contact Us button on our site or at support@wyvernshoard.com

We will investigate and provide an update. Should the item have been lost in the mail, we will resend the item.

If the item was returned to sender or rejected due to a wrong delivery address, we will not be responsible for it as the error was not from our end. We may charge a shipping fee to resend the item in this case.

There are 2 common reasons for this: Your shipping address is incorrect/insufficient or you were absent when delivery was attempted. 

Please do the following:

Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.

Step 2: If you cannot find out anything, contact our Customer Service department by sending an email to support@wyvernshoard.com and provide your shipping address again.

Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement. If the second package is still unable to reach you, we may provide a 50% refund depending on the circumstances.

If you entered a wrong shipping address, we will not be responsible for it since we shipped it out to the address that was provided, and it is not our mistake. We will require an extra fee to cover shipping and the cost of the product to resend it. 

Please contact your local post office with your tracking number to check on the package. Sometimes items still in transit might be erroneously marked delivered, or may have been left with neighbours.
Packages marked delivered are considered as such and are not eligible for refunds based on non-delivery. If your tracking number shows that the order was delivered, but you claim to not have received it, we can offer a replacement (at our discretion, on a case to case basis).

The following only applies to shipping addresses to countries whose customs laws require customs identification numbers or codes.

Please note that every country has different laws governing  the delivery of international online purchases.

If the country you are shipping items to requires a customs identification number to receive online purchases, such as South Korean's Personal Customs Code (PCC) or Brazil's Cadastro de Pessoas Físicas number (CPF number), please provide it in the notes section, or in the relevant fields when checking out.

If a customs identification number is not provided where it is required. we will reach out to you via email for it before we can send out your package. We will not send it out without one. 

Please note that even if we ship your item out, the package will likely not be allowed into the country without a valid customs identification number. 

If a package is unable to be delivered or pass customs because of a missing or invalid identification number, we will reach out to you again via email for the correct number.

In the case that an order is sent back to us, and a resend with a different customs number is requested, re-shipping fees may apply. If a refund is requested, we will refund your order minus processing and shipping fees. 

When your order is ready to ship, we will send it to a shipping company for handling. 

Depending on each country's policy, postal service or customs procedure, you might be charged extra import costs such as VAT or other import taxes, duties or clearing fees.

In this case, please kindly pay the required fee to receive your order. Please be aware of your country's policies on receiving international packages when ordering as we will not be responsible for any extra charges in such cases. 

In the event that an item is returned to us due to unpaid taxes or fees, we may refund you the item cost minus 10% for processing fees as well as deduct shipping costs.

For customers shipping to addresses in the EU, please note that the person receiving the items may be subject to VAT charges for the items in this link.

1.  Choose products that you love
   
   
2. Click Add to Cart
   
   
3. Click the green Checkout button or the Paypal Express button.
   
   Note: If you have a coupon code, please use the Checkout button - you'll still be able to select Paypal as a payment method on the next page.
   
   
4. Fill in your information and pay. That's it!

If you want to cancel or change anything in your order, please contact us via email at support@wyvernshoard.com.

We will do our best to accommodate all requests. However, if the product has been shipped, or if it is a personalized/customized product where production has already begun, order cancellation is unfortunately not possible.

If we have sent the wrong item in error, please contact us at support@wyvernshoard.com with a photo showing the error, and we will be happy to resend you the right item. There is no further need for action on your part.

If you ordered the wrong size or color for yourself, we typically offer two options to customers:

1) You may return the item to us for a full refund. Please refer to our Returns Policy.

2) Contact us with your issue, and we will be happy to resend or reship the new size or color product at cost + shipping. There will be no need to return the original item. 

As we work with different workshops and craftsmen around the world, please note that depending on the situation and our partners' policies, we may have to offer different options to resolve the issue. 

We always try to provide the best quality products to customers. However, there are many factors that affect negatively affect the quality of the item. For example, how the package is handled by the postal services.

Should you receive a damaged or defective item, please send us a photo of the defect and we will resend or refund the item depending on the situation.

If more than 30 days have passed since the item was marked delivered, and there is no evidence that the defect was caused by manufacturing or shipping, we cannot process any resends or refunds. 

We have a 100% Delivery Guarantee: Should your product not reach you within the delivery date with no tracking update in the last 7 days, we will resend the item.

If the product is lost in the mail again, we will issue a full refund.

All items are shipped with tracking information. If the tracking information shows that the item was delivered, we will not issue refunds without returns.  

For items where the tracking information shows delivery was attempted but failed due to issues caused by the customer such as entering the wrong address, nobody was present at the address to receive the item, not collecting the item from the post office/collection point after a failed delivery etc, we will issue a refund minus the shipping costs of the product.

Should the product arrive in a defective state, please send photos of the defect to support@wyvernshoard.com and once we have confirmed that it is a defective item on arrival, we will resend the item. Should the resend also arrive damaged, we will issue a full refund. 

Custom-made or Personalized Items

Please note that custom-made or personalized items are final sale and non-refundable.

Deposits for custom-made jewelry made before work commences is also non-refundable.

Non-Delivery Due To Unpaid Customs Charges

Please note that any charges or taxes due at customs will be paid by yourself. Please check on the customs laws and fees in your country before ordering. If items are returned to us due to unpaid customs charges and a refund is requested, we will refund the item price minus 10% for processing costs on top of shipping costs. 

Returns

Please see our Returns Policy here.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. If not, we don’t guarantee that we will receive your returned item.

Returns 

Our policy lasts 14 days from when your product is marked delivered according to the tracking number for your order. If 14 days have gone by since delivery, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please do not send your purchase back to the manufacturer or to the shipping company's address on the package. As our products are sent from different workshops and warehouses internationally, please contact us first at support@wyvernshoard.com before returning an item, so we can provide the appropriate address. We will not be responsible for any losses due to items sent to the wrong address.

Do note that the costs of returning items that are not defective when delivered, or not erroneously sent will be borne by the customer. We highly recommend using a postal service with online tracking, as we will not be responsible for any returns lost in the mail.

Several types of goods are exempt from being returned. Custom-made items, personalized goods such as engraved jewelry and perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items: 

- Gift cards 

- Downloadable software products 

- Some health and personal care items 

When informing us of a return, please provide your order number so that we can verify your purchase. 

There are certain situations where only partial refunds are granted (if applicable) 

- Book with obvious signs of use 

- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 

Returning an item

The item is to be returned to us at your own cost. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

It is advisable to use a sending method with online tracking when returning items. If we have not received the items and there is no evidence to show that the items are being returned, we will not grant a refund.

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 business days. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, please contact your credit card company or bank, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted. Please note that this processing period depends on your bank or card processor, and is beyond our control.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@wyvernshoard.com. 

If you were granted a refund and haven’t received it yet, first check your bank account again. It can take up to 15 business days for a refund to show up in your account, depending on your card processor.

Then contact your credit card company. It may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@wyvernshoard.com

When items purchased via installment payment methods such as Shop Pay Installments are refunded, only payments made towards the order amount are refunded.

Please note that processors such as Shop Pay Installments may charge interest on monthly repayments. If interest was charged on the amount, the paid interest will not be refunded, as that is the cost of borrowing. We encourage you to take these interest payments into account before using monthly installment payment options.

Refunding orders paid for in installments also incurs a transaction fee, which will be deducted from your refund.