lustrated Merch Delivery FAQ

  • My order should be here by now, but I still don't have it. What should I do?

    Before getting in touch with us, please help us out by doing the following:

    ● Check your shipping confirmation email for any mistakes in the delivery address

    ● Ask your local post office if they have your package

    ● Stop by your neighbors in case the courier left the package with them

    If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at veronika@czimmermann.cz with your order number.

    If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

  • When will I get my order?

    Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

    ● USA: 3–4 business days

    ● Europe: 6–8 business days

    ● Australia: 2–14 business days

    ● Japan: 4–8 business days

    ● International: 10–20 business days

  • Will I be charged customs for my order?

    An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

  • Where will my order ship from?

    I work with an on-demand order fulfillment company with facilities worldwide!

    In the case of original artworks, they are shipped form my art studio, Hrušovany u Brna, Czech Republic.

Illustrated Merch Orders FAQ

  • How are your products from illustrated merch made?

    We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

    Tip: Check out Printful's production footage to see how we fulfill specific products.

  • How do I track my illustrated merch order?

    You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at veronika@czimmermann.cz

  • I received a wrong/damaged product from the illustrated merch collection, what should I do?

    We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at veronika@czimmermann.cz within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

lustrated Merch Returns FAQ

  • What’s your return policy?

    We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at veronika@czimmermann.cz!

  • Do you offer refunds?

    Refunds are only offered to customers that receive the wrong items or damaged items from illustrated merch collections. If any of these apply, please contact us at veronika@czimmermann.cz with photos of wrong/damaged items and we’ll sort that out for you.

    Refunds are not offered for original artworks.

  • Can I exchange an item for a different size/color of illustrated merch product?

    At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at veronika@czimmermann.cz within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!