Frequently Asked Questions (FAQ)
How are your products made?
All the Red Finch patterns and graphics are designed by Bazil Zerinsky using a variety of mediums including traditional ink, watercolor, alcohol ink markers, metal leaf, colored pencils, and digital tools. We then work with a few different quality print shops to add the art and patterns to a variety of products using either direct-to-garment (DTG) or sublimation printing techniques. Products are shipped directly from our printing partners to eliminate the environmental impact of double shipping and to get you your items as quickly as possible!
Can you make custom or personalized items?
Absolutely! Most items can be personalized upon request. For many items, simple personalization can be added at no charge, however, an additional fee may be applied to complex personalization requests. For other customization requests such as color or design changes, please contact us and we will let you know if it is possible.
If you would like a completely custom design, contact support@redfinchcreations.com for a current commission schedule and rates.
How do I select the correct size?
Size charts are available in all product descriptions. Size chart measurements are taken of the item lying flat. For clothing, the best way to ensure a proper fit is to measure a similar item you have on hand that fits well. Lie the item flat and measure from armpit to armpit, top shoulder seam to hem, and across the waist from seam to seam for tops. For pants, measure the waist, hips, and length. Compare your measurements to the size chart in the listing to select the proper size.
When will my order ship?
All items are printed to order and shipped directly from our printing partners to ensure quality and reduce the environmental impact of double shipping. Most items print and are ready to ship within 3-7 business days. If you’d like more information about the estimated production time for a particular item, please contact support.
Do you offer express shipping?
Currently, express shipping is not available for most items. If you need an item by a particular date, please contact us and we can tell you if it is possible.
Where will my order ship from?
We work with multiple printing partners worldwide to print our products. Our main print providers are located in the USA and China. Items shipping from China should have a note in the listing. If you are unclear about where a certain item might ship from, please contact support@redfinchcreations.com and we can give you exact shipping location info for any item in our shop.
Do you ship worldwide?
Yes, we currently ship worldwide! Shipping within the continental US is free of charge, shipping rates to the rest of the world vary by country. If you have questions about shipping costs to a particular location, please contact us!
Why do some items arrive before others?
We work with multiple printing companies worldwide to ensure the best possible products and prints available for each item. Because different items often ship from different locations, arrival times can vary. Please check the tracking numbers on your order to see the estimated delivery dates for your items.
I only received part of my order, where is the rest?
Since we work with a few different printing facilities, items ordered together may ship separately. In this case, you should receive a tracking number for each individual package. If you only received one tracking number and are missing items, please contact support@redfinchcreations.com so we can investigate.
An item arrived with a defect, how can I get a replacement?
Since our items ship directly from our printing partners, we don’t always see every item before it heads out the door. While we select our printing partners carefully to assure quality, occasionally mistakes do happen. If you receive an item with a printing error or defect, please send photos to support@redfinchcreations.com so we can investigate the situation with our printing partner.
If it is determined that the item does have a quality defect, a replacement will be sent at no cost to you.
Can I include a gift message with my order?
Currently, gift messages are not available. However, we are happy to create an e-card for the recipient with your message. Please contact us for more information.
My order hasn't arrived, what should I do?
Before getting in touch with us, please check the tracking info on your order. If the tracking shows delivered but you have not received your order, move on to the following steps:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Check with 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 a neighbor’s, get in touch with us at support@redfinchcreations.com with your order number.
If you did find a mistake in your delivery address, we can reship your order once it has been returned to us, but shipping will be at your own cost.
If tracking shows no movement for 10+ business days, please contact us at support@redfinchcreations.com so we can investigate with the shipping carrier. If they conclude the item is lost in the mail, a replacement will be sent at no charge.
What is your return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note, unsolicited returns will not be accepted. You must contact us at support@redfinchcreations.com before beginning the return process.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging.
To start a return, you can contact us at support@redfinchcreations.com. Please note that returns from anywhere other than the EU will need to be sent to the following address: 26 Loma Blanca, Santa Fe, NM 87506. For returns within the European Union, please contact us for the current EU return address.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling-off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For EU returns, please contact us for the current EU return address.
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@redfinchcreations.com.
Defects and Missprints: Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer's specifications or are clearly personalized;
- sealed goods that were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore Red Finch Creations reserves the right to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.