Frequently Asked Questions
About Us
Who are the "Polar Honey Bears"?
- We're Alex and Kimi Frank, a couple who came from both sides of the globe.
Who's the main person behind the shop?
- It's me! Kimi ^.^ I've always wanted to make kawaii goodies and sell various items so I've decided to finally open this online store.
Who are the "Polar Honey Bears"?
- We're Alex and Kimi Frank, a couple who came from both sides of the globe.
Who's the main person behind the shop?
- It's me! Kimi ^.^ I've always wanted to make kawaii goodies and sell various items so I've decided to finally open this online store.
Shopping
What stuff do you sell in general?
- We sell crafting supplies such as clay and molds for fellow crafters. We also create our own kawaii crafts such as cute charms, keychains, home accents and decor, paper crafts, giveaways, souvenirs and much more!
Do you have other crafts to sell?
- Yes! We are continuously expanding the items that we are selling. Right now we are also working on some wood working home items and wood charms :)
Do you make them personally?
- Yes. Each item is handmade ^.^
I don't want to register an Etsy or Storenvy account but I want to buy, what do I do?
- No worries! If you want to checkout as guest, simply choose to buy from our Storenvy shop :)
What stuff do you sell in general?
- We sell crafting supplies such as clay and molds for fellow crafters. We also create our own kawaii crafts such as cute charms, keychains, home accents and decor, paper crafts, giveaways, souvenirs and much more!
Do you have other crafts to sell?
- Yes! We are continuously expanding the items that we are selling. Right now we are also working on some wood working home items and wood charms :)
Do you make them personally?
- Yes. Each item is handmade ^.^
I don't want to register an Etsy or Storenvy account but I want to buy, what do I do?
- No worries! If you want to checkout as guest, simply choose to buy from our Storenvy shop :)
Made-to-Order Items
I have some ideas I want to be made. Can you do it?
- Please send us an email at sales@starrandsparkle.com through our contact form and we will see if your request can be accommodated. Kindly be specific with the color, size and shape that you want. As of the moment we only base custom items on existing ones here.
Important Note:
In the mean time we only do modifications on currently available items with the Made-to-Order option. We might decline requests depending on complexity and bulk of orders.
Why do you have made-to-order options if you will not create what I want anyways?
- We aim to do our best to provide for your requests but we also make regular items. This option is usually for customers who want more than what's in stock or to add little modifications. Drop us a message to discuss your options.
Do you make giveaways and souvenirs?
- Yes! ^.^ Please send us an email through our contact form immediately because it will take some time to create a large quantity of items.
Can I cancel an custom order?
- You can cancel a custom order within 24 hours of payment to get a full refund.
The 24 Hours has lapsed, I really need to cancel. Do I still get a refund?
- You will get a 50% partial refund if we haven't started the project yet. Usually, we start immediately so if you are planning to cancel after 2 days it is likely that we have already started.
So what happens if you already started making our order?
- Unfortunately, we can no longer cancel the order and can no longer offer refunds.
Whyyyyyyyyy?????????????
- We totally understand the frustration, but we are a small shop. We buy our materials and dedicate our time to make custom orders. We really can't afford to take losses - especially that our items are not mass produced, and we make sure each item has great quality.
What are your terms and conditions for custom orders?
- Please click here, see bottom page.
Processing Times
WOOD SIGNS
CLAY CHARMS, JEWELRY & HOME DECOR
I have some ideas I want to be made. Can you do it?
- Please send us an email at sales@starrandsparkle.com through our contact form and we will see if your request can be accommodated. Kindly be specific with the color, size and shape that you want. As of the moment we only base custom items on existing ones here.
Important Note:
In the mean time we only do modifications on currently available items with the Made-to-Order option. We might decline requests depending on complexity and bulk of orders.
Why do you have made-to-order options if you will not create what I want anyways?
- We aim to do our best to provide for your requests but we also make regular items. This option is usually for customers who want more than what's in stock or to add little modifications. Drop us a message to discuss your options.
Do you make giveaways and souvenirs?
- Yes! ^.^ Please send us an email through our contact form immediately because it will take some time to create a large quantity of items.
Can I cancel an custom order?
- You can cancel a custom order within 24 hours of payment to get a full refund.
The 24 Hours has lapsed, I really need to cancel. Do I still get a refund?
- You will get a 50% partial refund if we haven't started the project yet. Usually, we start immediately so if you are planning to cancel after 2 days it is likely that we have already started.
So what happens if you already started making our order?
- Unfortunately, we can no longer cancel the order and can no longer offer refunds.
Whyyyyyyyyy?????????????
- We totally understand the frustration, but we are a small shop. We buy our materials and dedicate our time to make custom orders. We really can't afford to take losses - especially that our items are not mass produced, and we make sure each item has great quality.
What are your terms and conditions for custom orders?
- Please click here, see bottom page.
Processing Times
WOOD SIGNS
- 1 to 3 Pieces : 3-5 business days
- 4 to 6 Pieces : 7-10 business days
- 6 to 10 Pieces : 1-3 weeks
- 11 and more : Message us!
CLAY CHARMS, JEWELRY & HOME DECOR
- 1 to 5 Pieces : 5-7 business days
- 6 to 15 pieces : 7-15 business days
- 16 pieces and more : Message us!
- 1 to 10 Pieces : 7-15 business days
- 11 and more : Message us!
