Here at ArtistColette studios, we take customer service very seriously and try our best to communicate as thoroughly as possible. We are human on the other side of this screen, and always want to make things right! Please reach out by responding to your order confirmation email if your question is unanswered here and allow for 2-3 business days to get a response. 

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Preorders are Back: 

After careful consideration, we are pleased to bring back preorders for our most popular sold out designs in an attempt to discourage resale scalpers and counterfeit items. As a small biz, your patience and loyalty means the world to us and we have worked very hard to refine our methods and perfect the preorder process. In case you missed it, we announced our pivot away from preorders a few months ago, but as new hurdles came our way with the demand for our designs we ultimately made the decision to prioritize the authenticity and originality of our brand by offering customers an opportunity to secure the designs they want via preorder.

What to expect for Preorders:

• Transparency: Designs available for preorder can be found in the preorder category on our site, explicitly stating in both the title and description that it is a preorder, and include a time frame window for your reference of when to expect your item to ship by. All of this info can be found on your receipt after checkout in your email.
• Timeline: We used to go by a 4-6 week turnaround time estimate, but have extended this to be 6-8 weeks to account for any delays caused by hiccups or holidays.
• Communication: Immediately upon placing your preorder, your email is placed into an automated system that will update you on the progress of your preordered item every two to three weeks so you know we haven't forgotten about you and can stay updated. Don't worry, we will not spam you! 
• Will My Items Ship Together? Combo Order Shipping Notice: Preorder & Non-Preorder Items: Orders with a mix of preordered and non-preordered items will be shipped together upon the availability of the preorder item, ensuring a streamlined process. We strongly suggest placing two separate orders if possible. The only exception for this is for domestic orders over $100, those orders will be split and shipped ASAP. If your domestic order is under $100, or is an international order of any amount, and you need the non-preorder items sooner please contact customer service as additional shipping fees may incur. 
• Refund and Exchange Policy: Please note that refunds for all types of orders are determined on a case by case basis. That being said, cancelled preorders are still subject to our $5.00 re-shelving fee *unless* you'd like to swap out your preorder item for an item we have available in stock or store credit. We cannot accommodate rush requests or cancellations for birthdays, holidays, or any sort of "cutting the line" out of respect for all patient customers.

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FAQ:

How do I contact you? Please respond to your order confirmation email with your question, or fill out this contact form here. We need your order number to help you fast and easy. Please do not DM us on social media or comment under posts, it is impossible to manage properly and we take your privacy seriously. If you cannot find your order confirmation email, please send your full name to info@artistcolette.com.

When do I need to check on my order? We have not forgotten about you! There is no need to check in with us unless you suspect your package is lost or your order is incorrect. If you haven’t received a tracking number email, your order is still in line to be processed. This can be anywhere from 3-7 business days depending on how busy we are for standard orders. If you *preordered* an item, the wait will be between 4-6 weeks before you get a tracking email. 

How can I track my order? You will receive an email once your order has shipped that includes a tracking number.  Be sure to check your spam folder.

Why has my shipping label been printed, but has not been scanned yet? Kindly allow for 4-7 business days for the tracking number to reflect that your package is moving after being picked up by our postal carrier. For preorders this can sometimes take longer as we work through the stack of labels. Once your package is with USPS, we cannot control how fast it gets in their system.

How long is the estimated wait time for *preorders*? The turnaround time for this preorder is between 4-8 weeks after the date your order was purchased on. Orders are fulfilled on a first come first serve basis, so the longer you’ve waited the closer you are to being next in line. This is only fair for those who have waited longer than others.

Why is the wait so long for preorders? What are y’all doing over there?   Going viral has been both an exciting opportunity and incredibly humbling experience for Artist Colette Studios. We are ran by a super small team of 2-3 creatives. We've been working around the clock to perfect the preorder process, and are always learning how to improve our small biz.

How can I change my shipping address? Tell me the correct address ASAP via responding to your order confirmation email with the correct address! Once your order ships it is beyond our control, and you will have to wait for it to bounce for us to resend it. 

Do I need to change my shipping address if I am moving? I suggest to everyone moving or going on holiday to change their address to a family member, friend, or workplace’s address to ensure your package doesn’t bounce.

Can I cancel my order? Yes, but we have a $5.00 reshelving fee in place as stated in our Terms and Conditions. This fee is waived if you’d prefer to swap out the preorder item with available items or store credit instead. This fee is also waived if your item is a preorder that is late beyond the promised ship date.