✿ FAQ ✿
How can I contact the store owner?
You can contact us through the contact form on the website. Please note that this form is for inquiries about store orders only and it helps if you mention your order number. For other correspondence or inquiries you can also email us directly at firstname.lastname@example.org
Where is Helenagaifem located?
The shop is based in Porto; Portugal and most orders ship out from this location. We also have warehousing locations in the Netherlands and the United States for specific products. If products ship from those warehouse locations directly it will be mentioned in the product description.
Can I meet you at markets or conventions?
You sure can! We will always keep you updated on our upcoming events and conventions on my Instagram and Twitch. Generally speaking we will try to be at local Porto markets and conventions in Portugal. For 2024 we have also applied for Dokomi in Germany and MCM in London. We will also apply for Twitchcon Europe and potentially Twitchcon US, please follow our socials to keep up-to-date on our plans!
My order is a gift, can you exclude prices and add a note?
This is no problem! We value the environment and in order reduce waste we do not include invoices in the packages by default. If you'd like to include a short note to the recipient, please add the information to the special instructions field during checkout or reply to your order confirmation email right away. Please note that international packages going outside of Europe are required to have an external customs form that lists contents and value. We unfortunately cannot exclude these.
What payment types do you accept?
At this moment we only accept PayPal as a payment method, but we are taking steps to start accepting all major credit cards, Google Pay and Apple Pay by early 2024. Each payment is processed at the time of the order purchase and an e-mail confirmation with billing and shipping information will be sent upon completion of the order. Please make sure the e-mail address provided during checkout is accurate to receive the order and shipping confirmation.
I did not receive any order confirmation, is this right?
It is possible in some cases that your order confirmation ends up in your spam folder, please make sure you used a correct e-mail address and that the e-mail is not in your spam folder. You can always contact us through the contact form on the website to confirm if we received the order correctly if you still are unable to find the confirmation or if you used a wrong e-mail address.
Do you take commissions for art or unique products?
My art commissions are currently closed due to me not having the time required to complete them in any reasonable timeframe. If you have suggestions for possible designs or specific products you would like to see from us in the future you can always leave comments on the social media channels or discord and add your suggestions there!