Frequently Asked Questions
If you can't find your answer here, please use the contact form below.
Shipping & Payment
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Can I cancel my order?
If your order hasn't been fulfilled yet, you can cancel your order and will receive a full refund.
Refunds will not be issued for packages that are already shipped out or delivered.
Can I edit my shipping address?
As long as your package wasn't fulfilled and shipped out yet, your address can be edited! Please reach out using the contact form or send an e-mail to contact@aerlyagraphics.com for help.
How long does shipping take?
- Shipping to France takes 2-3 business days.
- Shipping to Europe takes 1-2 weeks.
- Any other location takes 3-5 weeks.
International orders are subject to being late more often due to customs. Make sure to select the tracked option to be safe!
Do you ship to my country?
If a product shows as sold out for you but not your friends, it is likely that your country isn't on the default shipping list.
Please contact me using the contact form or send an e-mail to contact@aerlyagraphics.com for help! I will add your country to the list if possible.
My tracking has stopped updating
If your tracking has stopped updating or froze on the same update for an extended amount of time (typically 1+ weeks for EU orders, 3+ weeks for non-EU orders), please use the contact form or send an e-mail to contact@aerlyagraphics.com.
Usually this is caused by issues with customs and requires me to open a ticket to investigate and get it back on track.
Please be sure to reach out as soon as possible to avoid returns!
My package is lost
If your package is marked as delivered but you haven't received it, please use the contact form or send an e-mail to contact@aerlyagraphics.com.
Please note that I can only open a ticket to investigate lost packages for orders with tracking.
Preorders
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Why is PayPal not working?
PayPal works for in-stock items but is not available for preorder items.
How do I pay my invoice?
There are no automatic payments! Invoices are sent out at the end of the preorder campaign with a 2-day window to send your remainder payment. Payment must be sent manually by the buyer accessing the invoice. All notifications related to preorders are sent via e-mail.
Why did my preorder get cancelled?
Preorders are cancelled if the campaign ends without the goal being met. If your order contains a preorder item from a campaign that hasn't been funded, it will be removed and you will be refunded of any payment made for that item.
Why did I get charged double for shipping? / Why did I get a refund?
If your order contains both in-stock items and preorder items, you will be charged two separate shipping fees. A refund will be issued on any extra charge.
I currently don't have away to prevent the extra charge and can only offer a solution after the fact so please be mindful when ordering!