Frequently asked questions

SHIPPING

When can I expect to receive my order? (pandemic times)


We ship all parcels with an express shipping option since, with COVID affecting the world, shipping times tend to vary greatly and we want you to receive your parcels as soon as possible. With that said, unfortunately, we can not guarantee the exact arrival time since the postal services work at such an unpredictable pace and mail can get stuck for a few days at one of its processing points.

Hope you can be patient and understand that the whole situation is out of our hands once we ship your parcel. That is why we always recommend getting a tracking number which is one of our shipping upgrades - especially in these unpredictable times.




I haven't received my order at the expected time - what now? (pandemic times)


If you haven't received your parcel at the expected time, please be patient and understand that there are a lot of delays in shipments these days and postal services are working hard to deliver the parcel to you as soon as possible.

Please give your parcel an extra few weeks to arrive (especially for international, non-EU customers).

If you still haven't received your parcel please contact us directly and we will resolve this issue together.




Should I get a tracking number? (pandemic times)


YES, please definitely add a shipping upgrade to your order - you will be able to check the status of your parcel at any given time to know when you might expect your parcel to arrive.

To save you all the worry, especially during the pandemic, please consider it, even though it's a small extra cost. Please understand that I can not provide a tracking number free of charge since I we're quite a small shop and those extra costs would greatly affect my growth in prices and at the same time we want our product to be affordable.




How does the tracking of my parcel work via tracking number?


Once you purchase a shipping upgrade at an extra cot of US$4, you will receive a number unique and connected to the parcel we shipped to your adress. This number will enable you to know at any given time the status of your order as it's on its way to you. We ship our orders via HP (croatian postal service) and you'll be able to enter your number into their tracker and track your order.




Can I return the item and get a refund?


Although we truly hope you will be happy and love your order we do accept returns up to 14 days after delivery if the item is unused and in its perfect condition. To start the process of returning the item and receiving the refund, please contact us via mail hello@izptica.studio.com with your reason for return along with the order number. You will receive instructions on how to return the item and once we receive the item back, we will refund the full amount minus the cost it took us to ship you the item once we receive the item. You will assume the cost of return shipping of the item.




When can I ecpect to receive my order?


Please allow 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email for us to process your order for shipping. Some of the items in our shop are made-on-order so please bear in mind that we are doing our best to fulfill your order as quickly as possible. We ship our orders both domestically, withing EU and to international destinations. Depending on your location shipping times tend to very and there is no guarantee your parcel will arrive at the expected time. However,here are the most common shipping times depending on your location : Croatia (3-7 days), EU (1-2 weeks), United States (2-4 weeks), Other (2-4 weeks).




What if my order comes damaged?


In the event your order arrives damaged in any way, please mail us as soon as possible at hello@izptica.studio.com with a photo of the item's condition along with the order number and we will address the issue towards a satisfactory solution.




Is shipping really free on all orders?


We offer free shipping on all orders in our shop and those parcels are all shipped via express mail. However, we kindly advise you to upgrade your shipping to an option called "Track my order" priced at US$2 for you to get a tracking number on your parcel. Tracking number will inform you about the status of your order when in transition i.e. where your parcel is at any given time. In rare cases, parcels can get lost and having a tracking number will help us resolve the issue much quicker and you will be eligible for a resend of the order.





PRODUCTION

What kind of fabrics and materials are you using to produce pencil cases and pouches?


Both pencil cases and pouches are made using the same fabric. They are made from high-quality materials, namely sturdy 240 gsm canvas fabric composed of 55% Linen and 45% Cotton and they both have a durable zipper with a metal clasp.




What kind of papers are you using to produce notebooks?


All of the notebooks we produce are sourced from locally and from high-quality suppliers. The covers of our notebooks are printed on 300gsm recycled smooth white matte paper with a design on both the outside and inside cover and the interior pages of our notebooks are all 90 gsm white matte paper.




What kind of paper are you using to produce posters and art prints?


Both posters and art prints are made on order. Posters are printed digitally on 120gsm matte paper in full color and art prints are printed digitally on 189gsm archival quality matte paper in full color.




How should I wash and take care of pencil case or a pouch for best results?


For best durability and appearance, the following maintenance is recommended:

  • Machine wash at 30 °C with mild washing powder and without bleach
  • Tumble drying is not recommended because it can damage the fabric’s surface, but if it is performed be it below 800 Rpm
  • Dry without exposing fabrics to excessive sunlight
  • Iron on reverse side at a lower heat setting
  • Products can be dry-cleaned, but we recommend avoiding this in favor of procedures with less environmental impact





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