Frequently Asked Questions
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General Store Information
What is Esclair Studios?
Our Studio is a collective of creative visionaries that have come together to provide a great experience as well as unique products. Specializing in Home Decor, offering Wall Clocks, Prints/Posters, and NEW 3D Shadowbox Artwork to fill all of your fandom needs! Find out more on our About Page.
Where is the store based?
We are based in Clarksville, Tennessee and travel to conventions across the Midwest/Southeast United States, selling our unique Wall Clocks and Artwork.
Will you be at ___ Con?
To keep up-to-date on which conventions we’ll be appearing at, follow us on social media, or sign up to our newsletter for latest convention appearance announcements.
How can I contact you?
Please use our contact form, or send us a direct email at firstname.lastname@example.org
How soon will my order be shipped?
Items ship within 3-5 business days upon receiving payment, but most orders go out the very next business day!
How do you ship orders?
We ship USPS, domestic and international. Delivery confirmation or tracking is not available for international shipping orders.
If I accidentally used the wrong address, what can I do?!
– If your order was recently placed within 24 hours please e-mail us immediately with your transaction ID. If it has not been shipped we can easily fix the label.
– If the package has already shipped you must contact the person at the address you shipped it to or wait for it to be returned to us.
– A reshipment fee will be invoiced to you before the package is shipped again to the correct address.
– If the package does not arrive at the incorrect address or does not return to us, we are not responsible for refunding and/or sending a replacement.
Do you accept returns / exchanges?
INCORRECT OR DAMAGED ITEMS – If you receive an incorrect shipment and/or damaged items, please notify us within 3 days of receipt so we can arrange to have the correct item shipped to you and/or fix any damaged purchases.
If a package must be shipped back to us for refund/exchange due to damage, the customer will be responsible for non-refundable shipping cost.
– Lost, Stolen, and Undelivered Shipments:
USPS failures are not our fault or a reflection of our level of dedication to our customers. If your shipment is sent without insurance:
• Esclair Studios is not responsible for lost, stolen or undelivered packages. All lost, stolen, and undelivered packages without insurance are on the responsibility of the buyer.
• We are unable to replace or reship items purchased without insurance.
• If you want to purchase insurance you may do so by contacting us prior to ordering.
If you feel these do not answer your concerns, please do not hesitate to contact us.
Do you ship internationally?
Yes we do, however additional expenses due to customs or your country’s postal guidelines are the responsibility of the buyer. We have no control over how another country handles their post and the extra expense that may be incurred.
International packages can take up to 14-21 days after delivery due to customs.
Do you offer Wholesale on your Products?
We currently our working on offering a streamlined Wholesale process, but in the meantime if you have a Wholesale inquiry, please contact us and we will get back with you.
What currency are your prices in?
All of our products are priced in USD. However, some of prices may be viewed in other currencies based on browser settings.
What forms of payment do you accept?
We accept most major credit cards as well as Paypal!
Luckily, you do not need a PayPal Account to pay for your items through PayPal:
You can choose the PayPal Option during checkout. After you submit your order click the “Pay Now” button. On the right hand side of the next page you will see 2 options, the 2nd one is to pay using a Credit or Debit Card WITHOUT having to sign up for a PayPal account.
How much is it for a custom order?
The price really depends on the project and detail. Each inquiry is different, whether it be a digital commission, a custom clock or shadowbox order, or something else entirely! We will quickly respond to all of our inquiries with a price quote.
How do I place a Commission?
You can place a commission by filling out our contact form. We respond to all inquiries as soon as we can!
How Long do commissions usually take?
Commissions vary on the complexity of the project. When you place a commission we will not only get back to you with a price quote, but we will also give you a time estimation.
How do I pay for my commission?
When you place a commission with us, we will get back to you with a price quote. From that point we will inform you on how to pay us. Usually via Paypal Invoice.
Due to the nature of our work we will only begin on a project with upfront payment, unless it is a agreement with a partial deposit.
If you have placed a Custom Commission with us, but you default your payment, or take too long to pay. Unfortunately your project will be put on the back-burner. We hope you understand.
What do I do if I am Unsatisfied with my Commission?
We are very willing to work with you to make adjustments or revisions. (only under certain circumstances)
However, we DO NOT GIVE REFUNDS on custom work. We always put our best effort into what we draw, and we will not give refunds for work we have already completed, especially if the work is custom. We realize that this does not apply to every situation, and we will adjust accordingly. We want to make sure all of our fans and commissioners are happy with the work they receive!