Here you will find the answer to most frequently asked questions. Read them carefully before contacting me.
The available forms of payment are Credit card (Visa, Mastercard and American Express) and Paypal. In some countries local payment methods are also available.
Credit card transactions will be protected by SSL system and 3D Secure 2, which guarantee a 100% secure transaction.
To make a purchase through Paypal, you must have a Paypal account or use this payment method as a guest user. Information can be found at www.paypal.com.
All shipments will be made through GRUPO CORREOS or MRW. Shipping costs will depend on the weight of the order and the option chosen by the customer. At the time of finalizing the order, the web will show the available options and their price.
For orders weighing less than one kilo (35.27 ounces), there are two shipping options: economy and certified.
Economy shipping is cheaper, but does not have a tracking number nor a delivery guarantee. I’m not responsible in the case of loss or deterioration of the products that are sent with this method.
Certified shipping is the best option to ensure a good reception of the shipment. If you choose this option, you will receive a tracking number at the time of shipment to check the status of your package at all times.
For orders weighing more than one kilo (35.27 ounces), the shipping options are MRW (available only in Spain) and Standard Package.
In the event of loss, delay or damage to the package, a claim may be filed with the shipping agency (except in economy shipping for orders weighing less than one kilo). To do this, contact me through the form and I will try to help you the best I can.
WHEN WILL MY ORDER SHIP?
I personally prepare the shipments to guarantee their maximum quality. Due to my volume of work and many orders requiring customization, shipments will be made once per week. If your order is urgent, contact me through the form before making the purchase and we will see what can be done.
In the event that there is a lack of stock or there are many accumulated orders that may delay the shipment, I will contact you and you will have the option to go ahead with the purchase or cancel the order with a refund of the price paid.
HOW LONG WILL IT TAKE TO GET MY ORDER?
Once shipped, the delivery time may vary depending on the courier service, the option chosen and the customs traffic of each country.
All orders are shipped from Spain. For worldwide shipping, the waiting time can range from two to six weeks.
If you have choose certified shipping, you will receive a tracking number with which you can control the movements of the package. If more than 15 days have passed since the shipping date and you still have not received your package and you don’t have any news from it, contact me through the form and I will try to help you.
If you have choose economy shipping, there is no guarantee of delivery and no claims can be made.
IMPORT TAXES OR DUTIES
Any shipment whose destination is not the European Union may be subject to import taxes or duties over which I have no control. The cost of these procedures will depend on each country, and they are not included in the price of your purchase.
It’s recommended that you check the possible added costs before placing the order.
RETURNS OR DAMAGED ORDERS
I personally review each order to make sure it’s shipped in top condition. Each item will be protected with a transparent bag. Orders that weight less than one kg will be sent in padded envelopes, those that exceed one kg will be sent in protected boxes and, in the case of large prints or original drawings, they will be sent in rigid envelopes with extra protection or in tubes.
In the event that your item arrives damaged, it will be due to the shipping company, and you must notify them within a maximum period of 24 hours from receipt so that they will take charge of the costs. Also inform me through the form (sending photos if possible) and I will try to help you solve the problem.
Returns of custom items (including dedications) will not be accepted. Returns of digital products will not be accepted either due to their nature.
In the event that you want to return a product not included in the previous assumptions, you have a period of 14 natural days from receipt. The items must be in perfect conditions, without signs of use, and the return shipping costs will be at you own cost.
For any questions or problems you have with your order, contact me through the form and I will try to help you in the best possible way.
HOW TO DOWNLOAD A DIGITAL PRODUCT
If you have bought a digital product, you will be able to download it from the moment the payment has been accepted.
You will receive an email with the download link at the address you have provided. You can also download it from your client area. To do this, log in, go to "History and details of my orders", and in the order that includes that digital item select "Details". You will find a download link by clicking the article.
If you have questions or problems downloading the file, contact me through the form and tell me your username, the order number and what the problem is.
I WANT A BOOK, PRINT OR OTHER PRODUCT SIGNED BY THE AUTHOR
All physical items available in this store may include the author's signature and, in some cases, a dedication with a sketch.
All prints will be signed on the front. If you also want it dedicated to you or to a person of your choice, say so in "Notes" when placing your order.
Stationery items will not bear a signature unless expressly requested, due to lack of space. If you want a signature on these products, ask for it in "Notes" when placing your order, adding if you want the signature on the back or front.
Books can have, in addition to the signature, a dedication with a sketch, but in some cases this will have a small extra cost. If you want your book signed and dedicated with a sketch, you will have to select the option "Signed book with dedicance" when making your purchase. Books purchased with the "Non signed book" option will not include a signature, dedication or sketch. You can request a signature (without dedication or sketch) in your book with the option "Non signed book" if you ask for it in "Notes" when ordering.
I HAVE NOT RECEIVED CONFIRMATION EMAIL
If you are waiting for a confirmation email for purchase, shipping or any other reason and you have not received it, check your spam box first. If it’s not there either, you can request its resend or contact me through the form.
I CANNOT ACCESS MY ACCOUNT OR I HAVE LOST MY PASSWORD
If you have problems accessing your client area, check that your username and password are correct. You can request a new password if you do not remember or if the site does not recognize it, just click the button "Forgot your password?" that appears on the login page to your account.
If you continue to have problems, please contact me through the form.
PROBLEMS WHEN MAKING A PURCHASE, ACCESSING A PAGE OR BROWSING THE STORE
If any technical problem arises when browsing this page and the problem persists after several attempts, please contact me through the form and explain the problem to me.
If you are trying to make a purchase and it’s not possible for me to solve the problem, I will process your order personally.
THERE WAS AN ERROR IN THE PAYMENT
If there are any errors or problems in the payment, please notify me immediately through the form. I will study the problem and try to solve it as soon as possible.
HOW TO CONTACT THE AUTHOR
I SENT A MESSAGE BUT I HAVE NOT RECEIVED ANSWER
Sometimes my work piles up and it takes me a while to answer, please be patient.
If more than 72 hours have passed since you sent your message and you still have not received an answer, it’s very likely that your message got lost. If you got in touch through the form, try writing me at firstname.lastname@example.org.
WHERE CAN I BUY YOUR PUZZLES
My puzzles are published by several different companies and each one has their own distribution network. It is not possible for me to sell these puzzles in my store, nor do I have any control over where they are sold.
If you are looking for a specific puzzle and cannot find it, it may be temporarily out of stock, no longer in production, or not available in your country. The best way to get a reliable answer is by contacting the store or the company responsible for production, who will have more information than I have.
WHERE CAN I BUY DIAMOND ART / CROSS STITCH PATTERNS
Most of my artworks are available as cross stitch patterns exclusively from Heaven and Earth Designs.
If you find cross stitch patterns or diamond art in other stores (such as Aliexpress or Etsy), they will be stolen works and, if you receive any product, it will be defective or poor quality. Be careful when buying from unofficial stores.
I HAVE PURCHASED AN ITEM WITH YOUR ARTWORKS IN ANOTHER STORE AND IT HAS A DEFECT OR HAS POOR QUALITY
I have no control over the quality of the products sold in other stores and I cannot help you to solve it.
If you are missing a piece of a puzzle, you will have to contact the store that sold it to you or the company in charge of its production.
If you have received a print or a book with poor quality or wrong printed, you will have to contact the store that sold it to you and request a new copy.
If you have made your purchase on Aliexpress or in any store of the same kind, it’s probably a stolen work that, being not legal, does not meet the minimum quality conditions. In that case, a claim may be of no use to you.
I AM LOOKING FOR A PRODUCT THAT IS NOT IN YOUR SHOP, WILL YOU ADD IT?
I will be adding new items in my shop in the future. If you have any suggestions, they are always welcome.
There are products that are available in other stores but, for different reasons, are not for sale here and may not be added in the future. You can find these products and links to stores where you can get them in the "Other products" section.
I CAN’T FIND A PRINT WITH THE ARTWORK I’M LOOKING FOR
In my shop I have a small selection of artworks available that will change over time. It’s possible that the artwork you’re looking for will be added in the future, you can ask me about it through the form. If I receive many requests for the same artwork, it’s very likely that I will add it.
But sometimes I may not be able to publish some of my artworks as prints for copyright reasons. This is the case of artworks in collaboration with other authors, those that belong to a franchise and some book covers.
ONE OF YOUR PRODUCTS IT’S OUT OF STOCK, WILL IT BE AVAILABLE AGAIN?
Some products will be temporarily out of stock and others will be completely sold out.
Unless otherwise specified, books will be available again within one to three weeks.
Prints and stationery products can be out of stock temporarily or indefinitely. In both cases it will be indicated on the product page. Waiting for new stock can take weeks or months, depending on each case.
Limited edition prints, original works, and single-use licenses are exclusive products that will no longer be available once sold out.
CAN I BUY AN ORIGINAL ARTWORK?
From time to time, I will add original works to the shop that can be purchased only once. The artwork will be sold, after being shown to the public, to the first person who acquires it and makes the payment. Pre-orders are not accepted.
Original works will always be sent by certified mail, well wrapped and protected. Delivery will not be made in person except at Fairs and Coventions. If you are going to attend the same event as me and want to get an original work with delivery in person, please contact me before making the purchase.
If you want to request an original commissioned work, you will have to check directly with me for price and availability. To do this, contact through the form and describe what you want in detail. Currently, I only make original works with the techniques of pencil, ink or colored pencil.
ORDER A COMMISSION WORK
It’s quite common for me to have a waiting list of commission works. When this list is very long or I have to work on other projects, it’s not possible for me to accept new orders. You will have to check my availability but, in any case, it’s always recommended that you make your request at least six months in advance.
If you want to request a commission, whether for commercial or personal use, contact me through the form and tell me about your proposal in the most detailed way possible. I will study your project and send you a quote.
You will find a list of the works I can do in "Services".
If you are a book author and want a cover for your book, I offer complete packages that include cover design, interior layout, ebook conversion and merchandising design.
If I’m not available for commissions, I offer the option of acquiring a license to use one of my already done artworks.
WILL YOU PUBLISH A NEW ARTBOOK OR COLORING BOOK?
Yes. I have several projects on my waiting list, I will work on them as soon as possible.
Publishing a new book is a slow process, it can take months or years to have all the artworks finished. So, please, be patient.
CAN I USE YOUR ARTWORKS?
If it’s for personal, non-commercial, non-advertising use, you can use my artworks as long as you include my copyright or add my name as an author and a link to my website.
If you want to make commercial use of my artworks, by selling any product that includes my images, or you want to use them for any kind of advertising (related to a brand, product or individual), or you want to use it as you book cover (even if the book is for free), or any other kind of use that entails an economic or advertising benefit for you, your brand or your product, you are not allowed to do so without paying for a license.
To buy a license, contact me through the form or at email@example.com and explain your proposal. Not all artworks are available for licensing nor are all proposals accepted, I will have to study your particular case.