Frequently Asked Questions

How long will my order take to be dispatched?

Please allow 1 - 2 working days for processing and packaging before we are able to ship your order. However, shipping times will vary for pre-order items (please read pre-order FAQ).

How are shipping costs calculated?

Shipping costs are calculated based on Royal Mail's pricing.

Is shipping tracked?

All orders are posted using Royal Mail Tracked 48 / 2nd Class Envelope (standard shipping) or Royal Mail Tracked 24 / First Class Envelope (express shipping). Smaller items such as prints or stickers that can fit inside an envelope will not have tracked shipping. Royal Mail does not currently offer an option for envelopes to be tracked, so instead these are sent via Royal Mail 2nd Class (standard shipping) or Royal Mail 1st Class (express shipping).

Do you ship internationally?

Due to ongoing EU regulations and high international shipping fees, unfortunately we are only able to ship orders within the United Kingdom.

When do I recieve my tracking number / how do I check my order status?

If your order is eligible for tracking then you will recieve an email with your tracking information once it has been dispatched. Orders that consist of only 'flat goods' such as stickers or prints will not recieve tracking information and will be dispatched using Royal Mail 2nd Class (standard shipping) or Royal Mail 1st Class (express shipping).

Do you offer discreet shipping? (e.g. for gifts or pride items)

By default my packaging is quite discreet, but please do let me know if you have any special requests. I use plain packaging materials with no logos displayed. There is nothing that would indicate what is inside your package. If you have any concerns you are welcome to email donohxrm@gmail.com with your order number. Alternatively, at checkout there is a section that says "your message to the merchant" where you can input any messages with your order.

What should I do if I put in the wrong shipping address?

Send an email to donohxrm@gmail.com with the following included:

1. Email subject: "Address Correction" and your order number

2. First and Last Name

3. Email used for confirmation

4. Correct Address

We will use this information to correct your shipping address.

Please reach out to us within 48 hours. If you have already been notified that your order has been dispatched then unfortunately we are unable to amend the shipping address.

Please email donohxrm@gmail.com with your order number if you need assistance with your order.

Returns

We accept returns within 14 days if products are not used, changed, washed or otherwise manipulated. Products need to be returned in original packaging.

Refunds

If your order is eligible for a refund, this will be processed within 14 days of us recieving the returned item / sufficient proof of damage or issues.

It is the customer's responsibility to follow the returns, refunds and cancellations policy for an order to be eligible for a refund. We reserve the right to void refunds if the returns, refunds and cancellations policy is not followed or exceeds the timescales listed.

If refunded, you will be refunded to the original payment method used when placing your order. Please note it can take some time for your refund to be processed by your bank and before your refund shows.

Cancellations

Please contact us as soon as possible if you wish to cancel your order. If your cancellation is accepted you will recieve a full refund. If your order has already dispatched and you still wish to cancel then you will need to issue a return.

Damaged or lost packages

If your order arrives damaged or is lost in transit, please understand that these things can happen sometimes and are beyond our control. If you recieve a damaged item please email donohxrm@gmail.com with your order number so we can assist you with your order.

Returns To Sender

If your order is returned back to us (the sender) due to an incomplete or incorrect address, incorrect contact information or you do not claim your mail, it is the customer's responsibility to pay any additional shipping fees to get your order resent. You may request a refund for the order, minus the shipping fee, if you no longer wish to proceed with your purchase. If your order is returned back to us, we will contact you directly to arrange a redelivery or refund.

You can often find DO NO HXRM in various convention artist alleys and artisan markets across the UK!

Can I collect my order at an in person event?

Absolutely! This is an excellent way to ensure you get any items you want before they sell out!

If you would like to collect your order at an in person event, please email donohxrm@gmail.com with the date and name of the event so you can recieve a collection code. This code will also give you free shipping at checkout. Please do not DM me on instagram as I may not see your message in time!

On the day of the event I will keep your order safe behind my table until you come and collect it.

Please note that you cannot include any items that are pre-order only, as these may not be available in time for the event. However, you are welcome to include any online exclusives!

Are events free entry?

As this is up to the organisers, it will vary for each event! Conventions typically require you to buy a ticket in advance, whereas most markets are free to the public. Make sure to double check this beforehand and plan your journey in advance!

How do I find you at an event?

As this is up to the organisers, it will vary for each event! A lot of the time artists don't find out where their table will be until they arrive at the venue! Larger conventions are able to provide table numbers and floor plans, but this only applies to a select few of the events that I do. If there is WiFi at the venue I will try and post where you can find me on my instagram stories.

How do I know what events you will be at?

You can find a list of my upcoming events here:

What is an online exclusive?

Some items on my online store have an 'online exclusive' label! This means it is only available to purchase online. I will not be bringing these items to sell at any conventions or artisan markets.

Why aren't these items available to buy in person?

One reason is that I usually attend conventions and markets that are very family oriented, so it would be innapropriate for me to display any items that can be percieved as NSFW, which includes nudity or curse words. Clearly labelling these items as an 'online exclusive' hopefully reassures event organisers that they don't have to worry about me affecting their target demographic.

Another reason could be that I just don't have room on my artist alley display to bring it to an in person event!

If we know that something is only available online, then hopefully it avoids anyone getting disappointed! It also means that these items won't be widely available to everyone, which makes them extra rare and special!

Can I collect my order in person even if it is an online exclusive?

Yes! You are more than welcome to collect your order in person even if it includes an online exlusive item within it. The only thing you can't collect in person is any item that is pre-order only, as these items may not arrive in time for your event.

If you would like to collect your order at an in person event, please email donohxrm@gmail.com with the date and name of the event so you can recieve a collection code. This code will also give you free shipping at checkout. Please do not DM me on instagram as I may not see your message in time!

On the day of the event I will keep your order safe behind my table until you come and collect it.

Please note that you cannot include any items that are pre-order only, as these may not be available in time for the event. However, you are welcome to include any online exclusives!

What is a pre-order?

Pre-orders are items that are sold while it is in the process of being manufactured, or about to start production.

How long will it take to get my pre-order?

This will vary for each item. A rough estimation will be included in the product description, but it typically will take 3 - 6 weeks.

My order has both pre-order and non pre-order items. How will shipping work?

Due to the delivery fee, all of your items will ship at the same, which will be whenever the pre-order item is eventually ready to post. If you would like to receive your non pre-order items earlier, please place them in a separate order!