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Frequently asked

questions

Can I contact you directly?
Yes, we are more than happy for you to contact us directly. Please see our contact page for further details.

Do you sell your work?
Yes we currently sell our miniature models & artwork, via our Etsy store.

If you can't find something you like, please contact us to arrange for a commission. Please note there is a waiting list at this moment in time.

Do you sell your work outside of the UK?
Yes, all of our international sales are processed via our Etsy store 
ONLY.
Please visit our Etsy store to confirm which countries we currently ship to.

Are your product images a true representation of the items you list for sale?
We endeavor to provide you with accurate imagery of our products for sale.

Please note that our items are handmade so inevitably there will be slight differences to the pictures shown in our listings. Due to monitor differences, actual colours may vary slightly from what appears online.

Other items that feature in our photographs which are not listed in our products descriptions are just for display purposes only. *Accessories not included unless stated otherwise*.


Are your products suitable for outdoor use?
We are afraid not. All of our products are intended for indoor use only, and not suitable for outdoors. Are products are not waterproof. Please keep away from direct sunlight to avoid fading over time.

Do you take commissions?
Yes, if you can't find something you like, or maybe a miniature you have seen has already sold out. Don't worry, contact us using our contact page to arrange for a commission where we will be happy to help. Please note there is a waiting list at this moment in time.

How long does it take to process MADE TO ORDER items?
Our made to order items are made specifically for you. We aim to dispatch your items within 2-3 weeks following placement of your order, although this can vary depending on how many outstanding order we have at the time of purchase. If you would like an estimated dispatch date please contact us prior to purchase.

What are your shipping times?

We aim to process your order within five working days. Once your order has been processed we will carefully package up your items then post out to you using the Royal Mail service you select at your time of purchase. If you have selected tracked delivery will will notify you of your tracking number on the day of dispatch.

UK – Standard delivery within 3 working days.

International - Delivery between 2 to 6 weeks depending on location.

Please note made to order item dispatch times will take a minimum of 2 weeks to be processed. Our made to order items are made specifically for you. We aim to dispatch your items within 2-3 weeks following placement of your order, although this can vary depending on how many outstanding order we have at the time of purchase. If you would like an estimated dispatch date please contact us prior to purchase.

What happens if my order hasn't arrived ?
We are really sorry that your order has not arrived. We know how important it is for your order to arrive on time.

Firstly please check your ESTIMATED DELIVERY DATES showing on your order status, if this has PASSED please contact us for help.

Please be aware international deliveries can take up to 6 weeks to reach their destinations.

If you did not upgrade your shipping to a tracked service we will not be able to provide you with tracking details. However if you did upgraded to a tracked service and the tracking has not been updated for more than 7 business days please contact us for assistance.


Once we have verified products as being lost in transit we will endeavor to send out replacements as soon as possible.

Please contact us using our email address pinxistudio@gmail.com with your order number and contact details and will do our best to be in touch within 48 hours.

What happens if my order has arrived broken?
We are really sorry that your order has arrived damaged. We know how important it is for your order to arrive in perfect condition.

Please contact us using our email address pinxistudio@gmail.com with your order number, contact details and an image of the damaged product and packaging and we will do our best to be in touch within 48 hours.

Once we have verified products as being
 damaged in transit we will endeavor to send out replacements as soon as possible.

Can I return a product I purchased from yourselves?
Under the EU and UK’s distance selling laws, buyers have the right to return certain products for any reason by contacting the seller within 14 days. This 14-day period will start the moment a customer receives a product, rather than at the time they purchased them. Within that time frame, buyers can change their minds and return products without providing a reason.

Returns do not apply to custom-made products, digital items, certain perishable goods, or goods that can’t be reused for health or hygiene reasons and are unsealed after delivery.

We only issue refunds for successfully returned products that reach us in resaleble condition. Postage costs will not be refunded. We only refund the card from which the original payment was made. We reserve the right to withhold a percentage of the refund value of products that are not returned in such a condition that the item needs to be reduced in price for resale.

Can I cancel an order that I have placed with yourselves?
You are able to request a cancellation within 12 hours of purchase as long as your item has not already been marked as dispatched.

If your item has already been marked as dispatched and you wish to request a cancellation you will need to follow our returns procedure as detailed above.

Please note cancellations do not apply to custom-made products, digital items, certain perishable goods, or goods that can’t be reused for health or hygiene reasons and are unsealed after delivery.


How do I return products?
Firstly familiarise yourself with our returns guidance as shown above. When returning products please enclose a note stating your address and contact details, description of product/s purchased, order number, order date, date product/s received. Alternatively you can complete and enclose our cancellation form with your return. You can download and print a copy of this form by clicking on this link: Cancellation Form.

We recommend returning products by registered/insured post. Please ensure that your returns are packaged securely and labeled correctly to prevent damage and loss. We will not be liable for any loss or damage incurred by third parties.

Our returns address is:
Pinxi Studio
3 Dahn Drive
Ludlow
Shropshire
SY8 1XZ

Can I share your work on my blog / website?

Yes, you are free to share photos and posts on your blog or other social media platforms, but please provide source links and take note that all content (designs, photographs, copy) is copyright to Rebecca Butler and cannot be used for monetary gain without permission. We love to see people enjoying our creations, so thank you for showing your support.

Safety
All of the products we sell on any of our marketplaces including ETSY are NOT toys. They are for adult collectors ONLY and are NOT suitable for children under 18 years of age.

Our miniature models are hobby products designed for adult miniaturists and collectors. NONE of the products available to purchase on any of our marketplaces are suitable for children under the age of 18. Most contain very small parts which constitute a choking hazard and should be always kept well out of reach of young children.

Photography / design requests?

All images on this website have been photograped by Rebecca & her husband Martin. Martin is an highly experienced product photographer / photo retoucher, in addition to miniature commisions we welcome enquiries relating to photography / photo editing & graphic design requests.

Can I work for you?
We receive request for jobs, work experience on a regular basis, but at this present moment in time we are not recruiting. However, there may be times when we require additional staff for short periods of time, these opportunities will be promoted on our blog and other social media platforms.

How can I stay connected?
Follow us on our blog and other social media platforms (see below).

Do you have a privacy policy?
Yes we do, please click on the link to view our privacy policy

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