Common Questions

Latest Updates

*US Shipping update 16/02/2026*

Non-flat mail to the US has resumed and is now being delivered by Fedex! I'm still learning how to navigate this whole new system by myself, so I really appreciate all your patience!

Any custom fees and tariffs will be charged by Fedex when your package reaches the US or a couple months after delivery.

You can still order up to ~10 flat items free of tariffs (sticker sheets or single individual stickers, mini prints and bookmarks) as these are sent as flat mail via USPS.

In the meantime, feel free to check my digital goodies if you're craving something cute and don't want to deal with shipping headaches <3

About the shop

Who's Inês?

Hi! I'm Inês! I'm an Illustrator from Portugal and I love silly animals and all things comfy. Find more about me on the About page!

My favorite item is out of stock! Will it come back?

I will restock certain sold out items every other month, but there are cases where items will be gone to make room for new designs.

Most one-of-a-kind products (original illustrations, handmade pins and accessories) are unique and made as my schedule allows. Sometimes I won't make the exact same design twice. If something caught your eye, better get it while you can!

Do you make custom portraits?

Yes, you can commission me to draw a person, a pet or your favorite characters! My commissions open when my schedule allows and you can check all the info on my Commissions page.

Wholesale and Collaborations

If you'd like to offer my products on your shop or partner up for a collaboration, I'd love to chat with you! Send an email to inesdinisart@gmail.com with your request.

Ordering

Where is the shop based?

All orders are shipped from my home studio in Portugal with the national post service, CTT Portugal.

Which payment methods do you accept?

I accept most credit/debit cards, PayPal, bank transfers (SEPA) and MBWay (for Portuguese customers).

Is it safe to shop online?

As a former Cibersecurity Analyst myself, your security is super important to me. My shop uses the following secure payment methods, so you can choose the one you're most comfortable with:

Shopify Payments for safe card transactions
PayPal which is a know payment processor if you prefer not to use your card info on the shop
SEPA transfers for EU residents
MBWay for Portuguese clients so you don't need to use your card

I never get access to card information and your address is only used to ship your orders.

If you want to learn more about how Shopify handles security, please check the following articles here, here and here. On my side I always follow security practices to keep your info safe.

My order is a gift, can it be a surprise?

If you live in Portugal or the EU your order won't have the contents written on the package. For other countries, I'm required to fill a customs form and unfortunately will have the contents mentioned on the package. But hey, even if it says "pencil pouch" in the envelope, it's still a surprise, right?

For gifts, can you write a custom message with the order?

Sure! I'll write your message in a cute memo sheet! Just leave a note with your order and make it short so it fits the sheet.

Shipping

Do you ship internationally?

Yes I ship worldwide! In case of postal strikes or temporary shipping restrictions I might disable delivery to certain countries temporarily.

How much does shipping cost?

To lower shipping costs for you, small orders containing only stickers, mini prints and bookmarks up to ~50g will be shipped with UNTRACKED MAIL. To make it safer, you can choose TRACKED MAIL at checkout, otherwise I might not be able to help if it gets lost on the way.

All other types of goods come with TRACKING NUMBER.

Costs will vary according to the full weight of the package and your location. Just select your favourite items and access your cart to estimate shipping before chekout.

When will my order be shipped?

I usually dispatch orders every Wednesday. During Shop Updates or high demand seasons like Christmas, I might ship orders multiple times per week. Custom made items might take a little longer to dispatch.

Do I have to pay import taxes?

For customers outside the EU, customs and import fees are the responsability of the buyer. Please check your national customs rules and import fees.

When will my order arrive?

All Domestic Orders (Portugal) take around 3-5 days to arrive, once you receive your shipping notification.

For International Orders please allow 4-8 weeks to arrive.

Please keep in mind the shipping times when ordering for special occasions!

Note: These are only estimates, since shipping times can vary, especially during festive seasons. If you haven't received your order within 6 weeks, please contact me so we can find a solution.

Does my order come with a tracking number?

All orders come with a tracking number unless they contain only stickers, sticker sheets, mini prints or bookmarks up to ~50g. When eligible you'll see multiple shipping options at checkout.

My tracking number isn't updating.

The order status are updated on the source and destination countries. Once it leaves Portugal it will take some time to reach your country, so there'll be a few days without updates. Don't worry! Once it arrives at your country it should be updated again! If after 3 weeks it doesn't show any updates, please contact me so I can help you out!

Do you ship to P.O. Boxes?

All orders are shipped with my national post service so they can be delivered to P.O. Boxes as well.

How do you pack the products?

Stickers, prints and paper stationery come packed inside a plastic sleeve. Pins and fragile items are wrapped in recycled bubble wrap and come in a cute paper bag. I also use sturdy cardboard to protect paper items. Everything is nicely wrapped in tissue paper. If your order only includes stickers, sticker sheets or mini prints, it will be shipped in a paper envelope or cardboard envelope (unless it's too thick). All the other products are shipped in bubble mailers or carstock boxes.

Why hasn't my order arrived yet?

If this is a high demand season (like Christmas and Easter), please allow 8 weeks for it to arrive. Otherwise, if it hasn't arrived in 6 weeks, please drop me a message and I'll be happy to help you out!

Do you accept returns or exchanges?

I only accept returns or exchanges if I've sent you the wrong item. Please contact me within 14 days after delivery and send your product back within 30 days, so I can send you a replacement.

I made a mistake and want to cancel my order.

If I haven't shipped your order yet, it can be fixed. However, if I have already shipped your order, unfortunately there's nothing I can do. Please make sure everything is correct (items, quantity, address, etc) before ordering. If your order hasn't shipped yet and you request cancellation, you'll get a refund of the total value minus the payment processing fees (you'll get a proof of the fees too).

I think my order is lost.

If your order is missing please contact me through the shop contact form or send an email to inesdinisart@gmail.com and don't forget to include the number of your order. I can't promise a refund, but I'll do my best to find a solution that works for everyone! If your order has a tracking number and it says "delivered" but you haven't received it, please check if your post office isn't holding it for you or if a neighbor received it by mistake. If it's marked as "delivered", unfortunately there isn't much I can do.

An item arrived broken!

While I try to pack everything as best as I can, packages can go through a lot on their way to you. Sometimes a pin backing detaches from the brooch or something breaks during delivery. Just send me a message and I'll help you out! If it's something that can be easily fixed I'll let you know and will guide you through the process. Otherwise I can send you a replacement.

There's a problem with my order

While I do my best to ensure you get everything perfect, I'm human and sometimes I make mistakes. If there's any issue with your order, please drop me a message through my contact form or send an email to inesdinisart@gmail.com and I'll be happy to help you!

Ethical compromise & sustainability

Who are your manufacturers?

One of the core values of my art business is to also be able to support ethical manufacturers, even if that means my prices have to be a bit higher than if I got them produced for a lower cost.

When I get products manufactured for me - like wooden pins, keychains, stickers, washitapes, memopad sheets and stationery - I always try to opt for local manufacturers or even other small businesses. When that's not possible, I look for known manufacturers who are open about their production process and work ethics. Not only that, I usually try to find manufacturers that can produce small quantities of new products to avoid excessive stock.

How do you stay sustainable in your business?

Sustainability for me is about materials and also processes to ensure the best quality for your products, so they'll last you a long time.

I only bake big batches of clay goods, to ensure I'm not wasting energy and heat for just one or two pieces.

Instead of resins, which are toxic when uncured and can get yellow and sticky in just 1-2 years, I use Fimo varnish to glaze clay goods. It lasts a longer time specially if you handle your items with care.

Sticker sheets, magnetic bookmarks and memopads are produced at a small print shop in my city. This way I can support a local business and can simply walk there to pick up the products.

Prints and regular bookmarks are made to order to reduce waste and I always use genuine inks on the goods I print at home(notebooks, prints and postcards) to ensure they won't fade quickly when exposed to light, which sometimes happens with cheaper inks

Handmade notebooks are handstitched instead of using staples which rust over time.

All mailers and envelopes are made from recycled materials and FSC certified. The paper and the plastic bubble from bubble mailers are super easy to separate, so both parts are recyclable too. Just make sure you remove all sticky tape and labels from the envelopes, and the paper can be recycled.

I avoid disposable packaging as much as possible. I know packaging can look suuuper cute, but imagine ordering 10 pins and having 10 backing cards to throw away. Fragile items will be wrapped in reused bubble wrap and come in a cute paper bag that you can use to decorate journals, to pack small gifts or just recyle.

Why do you use plastic sleeves?

Your paper and vinyl goods come packed in a single plastic sleeve. I've tried to get rid of them in the past, but sometimes packages face bad weather on their way to you. The environmental and financial costs of producing, packing and shipping a product to you, then getting it returned to me, and having to repeat the whole process again if it gets damaged due to bad weather, are so much higher than protecting everything with a single plastic sleeve. This way there's a better chance your goods will arrive 100% safe and you can recycle or reuse the plastic sleeve - you can use it to store coins, sticker flakes or other small items, for example.

If you order a zip pouch or washitapes, those will come in their own plastic wrapping because that's how my manufacturers ship them to me.

I'm always looking for ways of reducing waste in my business and make it more sustainable, so my inbox is open to suggestions ♥ As my shop grows, I'd love to one day be able to donate a percentage of sales to environmental projects.

Still have questions? Contact me!

Use the form to send a message or send an email to inesdinisart@gmail.com. I normally reply within 24-72 hours (Monday to Friday). If you don't hear back from me, please send another email in case the previous one got lost. Note: While this website's content might be displayed in multiple languages, please note I only reply in English or Portuguese!

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