FAQ

PLEASE READ (updated April 2024)

Being a small business and an one-woman show, life can get in the way. Our website stock is not accurate right now (what is in stock may not actually be as well as what is out of stock may be IN stock). WE ARE CURRENTLY WORKING ON A BETTER STOCK SYSTEM 🎉

Please reach out to us via email or Instagram/Facebook to place your order so we can give you an accurate timeline.

What are your prices?

Our prices range from $10 - $40. Please see our products page for specific prices, or send us an email.

What are your processing times?

1-4 weeks depending on stock, order size, and if it is a custom piece (see below on details).

Please note that most products are made to order and all products made by small, delicate hands.

What if I can't find what I'm looking for? (Updated April 2024)

 Custom orders are available:

• Looking for different colour combinations of colours found on our current products?

  • • Just let us know what colours you want and we'll put it together. Please note increased processing times and a $2 semi-custom piece charge. UPDATED: we will no longer be charging a semi-custom piece fee! Please note an increased processing time if we are out of those beads.

• Looking to personalize our existing products with a name?

  • • A $4 personalization charge will be added.

• Looking for different colours/designs that AREN'T found in our other products?

  • • Please note increased processing time as we order stock in, and 20% of the product base price will be added as custom piece charge (this covers designing the piece, the conversation time to discuss options, as well as ordering in special beads for it). 

    • Custom piece charge example:

      • Teething ring base price + custom piece charge = $17 + $3.40 = $20.40.

      • Does NOT include personalization charge or charm charge.

    • Check out our form to get your started:

*Please note that these charges will be stacked if you request for multiple customizations. For example:

Do you accept returns or exchanges?(Updated April 2024)

Unfortunately, due to the purpose of these items and thus sanitary issues, we do not accept returns or do exchanges. Please, please, please, do let us know if you are not pleased with your purchase.

Please note the following regarding lost mail:

In the event that your package does not reach you after the estimated maximum delivery time and is assumed lost due to an incorrect address/failed to deliver/etc, a refund will not be issued. All products that are mailed include a return address on the packaging and will be returned to us should there in an error. Once it is returned, the package will be sent out again with the correct information.

I need to cancel my order, can I? (Updated April 2024)

We understand that circumstances change! A 15% cancellation fee will be charged; this is to account for time spent organzing your order, website fees, as well as potentially loosing a sale because you bought the last one!

Cancelling a custom order:

We do require payment before we order supplies to avoid a loss if a cancellation occurs. If you need to cancel once the supplies have been ordered, 80% of your payment will be refunded to account for lost time in designing and ordering supplies (and now being stuck with these supplies we wouldn't otherwise use)..

What options are available to get my purchase?

1. Shipping Canada wide!

• Shipping is available for smaller products (Name Chains, mask lanyards, keychains) for approximately $3. Larger items will be shipped for $15. Buying small items with large items? Avoid paying double shipping costs, use code: MIXEDSHIP

2. Pick-up is available in Eastmount, Hamilton, Ontario.

3. Delivery is available for $8 to the following areas:

• Oakville 

• Burlington

• Hamilton region (Waterdown is free: Use WATERDOWN)

• Brantford

• Please contact us to discuss delivery for areas that are not listed above.

• Delivery times may vary (a day early, or a day late). We cannot guarentee this will be communicated as we are a small business and thus inconveniences will impact delivery. Let us know if this is an issue!

What options are available to PAY for my purchase?

Online checkout via Square is HERE!! Accepting Visa, Mastercard, Interac, and Apple Pay.

EMT is also available but you will need to order through Instagram or email.

Please note that payments are to be made at the time of ordering in order to hold your product, or for us to order in materials if it is a custom piece.

What are your sanitization protocols?

We try our best to keep ourselves and our customers safe. Pick-up and delivery will be contactless; if you live somewhere where there is no secure drop-off point outside (apartments, for example), you will need to meet us outisde.

All our products are washed before packaged, washable to begin with, and packaging is plastic to ensure easy sanitization.

Please contact us if there are any questions or concerns.

Any questions unanswered?

Email us at lotteandfie@gmail.com