1. Understanding & Agreement

All clients must read, understand, and agree to all the following terms and conditions prior to placing an order. Once an order has been placed, no exceptions will apply to these terms and conditions. As such, it is in the interest of all clients to take the additional time to review these terms and conditions in detail. Reviewing the Terms and Conditions is the responsibility of all Clients and is itself a Term of any Sales. The Terms and Conditions are written in simple language. That is to say, what is written is what is meant. There is no legal jargon, no room for interpretation, and no fine print. The terms are accessible to everyone. Clients are responsible for asking for clarification prior to placing an order if they find any part of the following terms and conditions ambiguous. All clients will be sent a copy of these terms and conditions to an email matching the email they use to make their payment. All clients will be asked to respond to this emails with a statement declaring that they have read, understood, and are in full agreement to all the terms and conditions listed on this site in addition to their order details and any specific terms and agreements associated with their order. If inquirers find that they are not able to put forth the faith and trust to commit to an order, we respectfully advise that you refrain from placing an order as this becomes a liability for us and we do not wish to partake in such orders.

2. Payments

Our prices will always be listed and given in USD. All sales are subject to a 7% conversion fee. Canadian clients paying in CAD are exempt from these fees.
Additionally, orders over $5000 USD should be paid via Wise. If you do not have a Wise account, or for whatever reason are unable or unwilling to open one, an additional 2% fee will be applicable to your order. For both PayPal and Wise clients will be responsible for any additional fees charged to the buyer by those platforms based on their location.
We strictly do not offer refunds and cancellations but if for any reason a refund is issued, the Client will be responsible for all associated costs of the refund totaling 30% of the order total.

3. No refund, Cancellation, or Exchanges

I pride myself in providing individual consultation. I work hard to communicate the details of all orders as much as possible in order to help my clients make realistic and informed decisions. A lot of time and effort goes into preparation for orders and production. The item you’re purchasing is a hand-made product. Each order is unique to the client that orders it. All this means, once an order has been placed there is no possibility of cancellations or refunds. All clients are expected to purchase responsibly. All payments must be done strictly via PayPal for orders under $3K USD and via Wise for orders over $3K USD. Certain buyers may be given permission to pay via direct bank transfers under very exceptional conditions. Irrespective, once a payment is made, it will be nonrefundable without exception. My shop will not be able to compensate for impulse purchases, poor planing, buyer's remorse, unforeseeable events, shopping while under the influence of drugs or alcohol, indecision, client errors, etc. All clients are to assess their finances realistically before committing. Thank you in advance for your cooperation.

I) In the case that a client decides to take away a detail to their order after the original order has been paid for, cancellation of detail in question will not be followed by a refund of the same value irrespective of whether the detail has been added in production or not.

II) In the case that a client decides to add a detail to their order after their original order has been paid for, they will be charged accordingly for the addition. Should the client then decide to withdraw that details cancellation will not be possible. The detail may be withdrawn but the payment will remain nonrefundable.

III) In the case that a client places a rushed order, but their deadline changes after the order placement date, rushed fees will not be refunded. The order will maintain its status.

IV) In the case that a client sees an In Stock item, irrespective of whether the In stock item was produced before or after the order placement, a client may not exchange their order for the In Stock item. An In stock Item can certainly be purchased independently and shipped out either immediately or held for combined shipping with the client’s existing order.

4. Correspondence

All order details must be clearly communicated via email in the body of the email (not in phone call, not on social media, not the email title, not via text messages or any other form of communication). All such details must be included in the Sale Contract prior to a Client’s payment. Once the sale contract is issued, it will be the sole responsibility of the Client to review the contract carefully and point out any missing details prior to confirming their contract and making the payment. If the Artist has mistakenly left anything out, the responsibility is on the Client to do their part in reviewing the sale contract.
We are all human and mistakes may happen. If a detail is not caught through the Artist or the Client, we will do our best to address the detail granted it is a detail that can be addressed. If a detail had been included in the text of the email but had not been included in the sale contract and not caught by either party, this means those details were not charged for initially. The sale contract will always include a price breakdown per specific detail. If this detail is to be added during or after production, associated costs will be charged to the client for those details. If the detail was not included in the body of the email specifically and not included in the sale contract, the artist reserves the right to refuse the alteration. The artist reserves the right to charge an alteration fee if they accept to perform the alteration.
All clients are required to keep as eye out for any emails I may send regarding their order. All emails containing questions and/ or update photos must be responded to in a timely fashion, ideally within no more than 48 hours. Delays in correspondence will lead to a nonlinear delay in production. As of November 22, 2020, the maximum correspondence delay allowance is 14 days. on the morning of the 14th day (Eastern Time), the order will be deemed void without compensation and the item will be auctioned off. A delay in communication refers to anything over 48 hours and under 14 days. Delays over 14 days will simply void any order without refund. If a client goes into radio silence for 14 days or more at any point during production or after their order has been completed but prior to shipping, the order will be deemed void without compensation. Keeping up with emails is the most important responsibility of a client. Please see the section on Termination for more details. No termination should ever come as a surprise to clients that review their contract.

A delay in correspondence means your order will get bumped out of queue until the next available position. For example If you take a week to respond, your order may be delayed by 2 to 3 weeks because you got bumped out of the production line; or it might mean you get bumped several months because I’m all booked up and no opening exists for your order to be put back in line. It is the responsibility of clients to ensure that they stay up to date with the latest emails and reply in a timely fashion.
This is particularly important for rushed orders. Rushed orders delayed as a result of delayed correspondence will not be refunded. Similarly, I will not be responsible for any orders sent out prior to client's confirmation of photos and other information due to client's lack of communication when it comes to rushed orders or orders required within a discussed deadline. This is the nature of custom orders. Please be sure to respond in reasonable time frame, especially if you have a rushed order being processed.
Clients will be updated several times during the course of an order with photo updates. All clients must confirm that they have received their update via an email reply to those updates. Changes or concerns should be pointed out as the photos are received, not later on in the progression of the project. I reserve the right to refuse changes that aren't discussed in advance of payment or pointed out in a timely fashion. This is particularly important with details that are attached and can't be detached once they're in place and other similarly irreversible processes. I do my best to make sure my clients are able to receive what they want within reason but I do not tolerate claims of ignorance with regards to the contract and our Terms & Conditions as it’s obligatory on all clients to review them prior to placing an order. Please be sure to confirm updates within 48 hours.

Please do not place an order and then disappear. Keep an eye on your mail. If you go into radio silence you will receive a default headdress. I do not take responsibility for delays caused by a lack of communication in a timely fashion, and for default orders sent out due to client’s radio silence. A client’s order is deemed void and becomes the property of Eastern Wind Studio to do with as I please, if the client is in radio silence for a total of 14 days. Void orders will not be refunded.

I will always provide photos prior to shipment unless you are purchasing an as-is in stock item. On rushed orders, if immediate confirmation is not received, parcel will be shipped without confirmation by virtue of the nature of the order and time restrictions if the shipping was already charged at the time of order. if a parcel has outstanding shipping costs, please understand that it must be paid and cleared prior to shipment. Eastern Wind Studio does not take responsibility for delayed shipment and deliveries that result from client delays in payment.

5. Production

Once an order is placed, production begins. Clients must be prepared to wait at least 16 weeks for their first update on orders with 20+ week production times. I kindly ask that you refrain from emailing to ask for updates the 16 week mark If you’ve placed a regular order. Orders with longer than 28 to 30 week production times will require longer for their first update. After the initial update clients are to wait to be updated as we have a set update schedule based on the contemporary orders. I kindly ask that you refrain from asking for updates out of line. We handle around 50 orders per season. If every client is to email asking for updates at random, we’d be spending a lot of time replying to these emails. please kindly be patient and wait for me to email you with updates. failure to do so will indicate to me that you’ve not reviewed the contract or the Terms & Conditions. repeatedly emailing for updates will be considered an obstruction and will be followed by one reiteration of this term via email. If it is repeated, it will be followed by a warning. If it is still repeated, the order will be cancelled without refund on basis of obstruction.

That said, 16 weeks is an average time frame. Clients must keep an eye on their emails throughout their order production time. It is likely that a client may receive an early update or question. If you are placing a rushed order, naturally, this will not apply to you. You will have been briefed regarding the production time of your rushed order.
If your deadline changes after your order placement date and you wish to upgrade your order to a rushed status, your fees will be calculated from your upgrade date, not from your order placement date.

please note, payment plans are subject to additional terms with regards to this. Clients on payment plans must also be in agreement to the terms and conditions stated under “Payment Plans”.

6. Shipping

All outstanding fees must be fully paid and have been proceed prior to shipping. It is the responsibility of the client to provide an accurate shipping address. All parcels will only be sent to the direct client’s address. The direct client is the person or institution responsible for communication and making the payment(s). Clients are expected to be honest regarding their shipping address. I will not take any responsibility regarding the safety and well-being of parcels sent to a third party even if they are insured. A third party is identified as anyone other than the direct client. Please make sure the address you pay with is the address you’d like the parcel sent to.

All pieces are shipped out of Canada via Canada post international parcel service unless otherwise stated. This service comes with international tracking but it does not include insurance for the item inside. If you wish to purchase insurance for your parcel, please get in touch with me before placing an order. It is up to the client to request insurance if they wish to have their parcel insured. Shipping cost includes shipping and handling.
The alternative courier option available is FedEx. This service will always be used for parcels destined to France and is highly recommended for Spain. If you are placing a rushed order, you will also be advised to choose FedEx as your courier. FedEx is a more expensive courier, but offers delivery standards that are not available through Canada post.
I will not be responsible for loss or damage of items if clients chooses not to insure the package. My commitment to my product means I will always ensure it is safely packaged, but please be aware that mishandling by the courier will not be mine to compensate if the client chooses not to insure the parcel. It is very rare and highly unlikely for parcels to be lost or damaged but clients are expected to choose for themselves.

Myself and my courier will not be responsible for unforeseeable delays due to (but not limited to) Customs delays, weather in transit, local holidays, the client not being present at time of delivery, post office errors in recipient's country, delays due to political and economic climate, Customs errors, etc. This is applicable to all orders including Rushed orders and FedEx express orders.

It is the responsibility of clients to compensate for holiday related delays in their country. If you are purchasing near a holiday which will slow down mail delivery times (like Christmas and new year for example) it is the responsibility of the client to compensate accordingly for such delays. If you feel like you require faster shipping with a more speedy courier like FedEx, it is up to you to voice this in an email *before* paying for your order. If for whatever reason you choose to change couriers or services, you will be asked to compensate the difference in price.

Though it is rare, if Customs chooses to delay a parcel for inspection or any other reason, myself and the courier will have no power at all. In the rare event that a parcel is taken to customs for additional inspection aside from the regular clearance, this may delay the parcel anywhere from 5 to 30 days officially. Unofficially, this time may be shorter or longer and will depend on the country where the parcel is being inspected. I am committed to helping my clients through communication with the responsible parties but please be advised Customs in all countries is a sovereign entity and does not answer to anyone. All clients must accept that this rare occurrence is a risk they are taking, particularly when placing a rushed or express order.

I will not be responsible should clients request to use an alternative shipping method or third party courier. These couriers often have a set of rules that requires various forms. Client is responsible for doing the necessary research for such services, particularly where they involve high value goods. In such instances, client must provide all paper work and documentation for the service.

VAT, Customs, fees, Import charges, etc.
International buyers please know, clients are entirely responsible for Customs taxes. Customs is a sovereign entity. My couriers and I have no power over how Customs chooses to process or tax a parcel or the duration of time this process may take.
My courier and I are not responsible for Customs fees and delays. Should Customs choose to charge fees or delay shipment, the decision is out of the hands of myself and my courier. It is the responsibility of the client to educate themselves on the import and custom laws of their residential country.

Reporting damage on insured packages
Any damage or concerns regarding the item must be reported within 2 hours of the item’s arrival. The Tracking number gives me access to a time stamp providing the precise delivery time so please be diligent in reporting and ensure photo evidence, especially if you paid to have your parcel insured. Damage reported later will not be pursued. Please kindly keep in mind, purchasing insurance for your parcel is strictly a matter of business between you and the courier. The artist is not responsible for compensations the courier may or may not agree to make. As the artist it will be my responsibility to insure the parcel as requested by my client, pursue the client’s case on my end should there be need to report damage or loss, and remit what the courier’s insurance may cover to the client. It is crucial for buyers to understand that insuring a parcel does not mean that a compensation will be made by the courier without question. It is perfectly possible that the courier will look at a provided case and determine that they will not in fact cover the damages or loss. This is not something the artist has any control over and is exclusively in the hands of the courier. If the courier chooses not to provide compensation, please understand that it will not be my responsibility to cover the damage.

7. Damage and mishandling product

All products come with a care manual, a general version of which will be available on this website. Certain pieces will include a disclaimer in their listing specific to that item which should be reviewed by the interested party prior to ordering. My products are ridged and made to last; however, they are also pieces of art and require that clients treat them with some respect. It’s important the clients take heed of the instructions, disclaimers, and care procedures where applicable. As a general rule of thumb, all work should be protected from getting wet, being exposed to intense heat, and being battered. All pieces will require some maintenance, even if that’s just brushing. These animals are relatively low maintenance but some care is required. Repairing these pieces will be expensive and clients will be expected to compensate for their repair and shipping fees should they choose to send it back to for repair, so I kindly ask that you be reasonable with them.
If a client has damaged their item, I ask that you kindly refrain from attempting to fix it yourself. If you choose to do so and fail, you may not send it back to me for repair as this will be considered wilful defacement of the work. Please also understand that as the creator, I can tell what damage is deliberately done and what may be an accident so I kindly ask that you be honest. If a work is returned to me for repair and I come to see that the damage was done with intent, you will not be receiving the piece back. My pieces are constructed systematically. I do not share material information or instructions on how to make or repair them in an effort to protect my copyright and my work. Please know that the protection of my work is highly important to me and I cannot make compromises on it.

We offer no guarantees on Electronic components. Parts such as LEDs may fail with use. This is simply the nature of electronic components and a risk the client is accepting by purchasing the a piece with LEDs. LEDs are built into pieces and replacing them is a very involved process. Repair and replacement of LEDs is not a service we offer. pieces with LEDs built is will naturally remain usable if the LEDs fail.

8. Integrity and Copyright

All products remain the copyright of the Artist and are protected as such. Defacement, reverse engineering, reproduction and copies of the pieces are strictly prohibited by law. The purchase of a product does not transfer its copyright to the client. All works used in publications or production of any form, either performance, physical or digital, must be accurately credited in a publicly accessible manner.

9. Legal age

We do not communicate with or sell to minors (any one under the age of 18). All minors are expected to communicate through an adult guardian after having reviewed the site’s Terms and Conditions as well as the item listing in question. This means all emails must be through a legal guardian’s account. Our products are also not specifically made to fit small children. Items like mask combos will have peep holes made for general adult sizing. The head size taken into account for all pieces is that of an adult. though minor changes to the size can be made, it will be important for guardians to be mindful of this and be very clear in their communication if they are placing an order for a younger child. If you are under 18, you are not permitted to make a purchase independently. Underage clients are expected to be honest regarding their age. If it comes to light that an underage client has placed an order, I require a legal guardian to step in and repeat the Sal contract and payment with full consent. Should this happen, a 25% penalty will be charged to the guardian’s account. The original payment by the minor will be refunded once the guardian’s payment clears. The 25% charged to the Guardian is a direct cost of issuing a refund. You may not opt out of this procedure.

10. Confidentiality

A breach of confidentiality will terminate your order without refunds or warning. My client’s confidentiality is important to me. The basis of all orders is trust. I do not share private conversations between myself and my clients with anyone, so please kindly note that I expect the same. If at any point before, during, or after your order has been placed, it’s brought to my attention that there has been a breach in confidentiality, I will terminate the order immediately. This means you will not receive a refund for whatever amount is already paid and your item will either be destroyed, stay in limbo, or be completed and auctioned off. This applies to all orders whether on payment plan or fully paid. A breach of confidentiality is not you casually talking/ texting to your friend about your order or making a public statement about having made an order and being excited about it. I’m concerned with clients taking screenshots or otherwise publicly sharing detailed information regarding their order. Please just kindly think twice before sharing information that is strictly between you and me.
When you’re discussing an order with me or have an order placed with me, you’re taking part in a confidential business contract. I do my best to remain diplomatic and professional and work with each client on an individual bases. This means that I may also discuss certain cases such as discounts or other case-based information with my client. Sharing this information publicly can cause chaos. For example if a client receives a discount on their order for whatever reason, and this gets out, it causes an expectation that a discount will be applied to anyone. This is a very basic example. Cases get much more complicated. My assumption and expectation is that my client treats the matter just as professionally in all aspects of the deal. This means I need to know beyond the shadow of a doubt that I can trust my client. A breach of confidentiality willingly breaks a contract. I will not work with a client I can’t trust and I will not refund payments made as I have spent the time and energy to accommodate the client and their order. The reason why no warning is given is because once information is out, you can’t control its span even once deleted. I simply expect clients to know better. Again, this is not in regards to declaring publicly that you made an order with me, or sharing your excitement online, or re-posting a photo bearing a company watermark online to say you ordered it, tagging me in a post saying you ordered something, etc…

It’s remarkably rare for this to happen and I’m happy to say that it has only happened once with a chap that had not placed an order but was posting screenshots of conversations on Instagram which is why this section exists. It’s just an odd thing to do, so please kindly refrain from it.

I can’t tell you how important it is to me to be able to trust my clients, so please remain professional. Please also do not share un-watermarked photos or production update photos anywhere publicly. Art theft is a real issue. If you have a photo in your possession that does not have the company name written on it in a visible manner, please do not post it anywhere. It was sent to you and you alone.

Please also take care to remain professional and polite in your communication. Customer care is our pride and I do my absolute best to be clear and approachable. Please keep communication relevant to your order. We enjoy hearing what your purchasing your item for, what brings you to Eastern Wind Studio, what about the work speaks to you, etc. but please be mindful not to share personal information that isn’t relevant to the order or is simply unprofessional or inappropriate. You may occasionally find certain questions in your email not pertaining to your order are also left unanswered. I may also purposely disregard information that is not in anyway related to the order. We apologize in advance and ask that you understand, information that isn’t shared with clients or is disregarded, falls within business or personal confidentiality and will be protected as such.

11. Infirmity or Absentee

In the unfortunate event that I am not able to fulfill your order, or am otherwise no longer present, you will be entitled to a full refund. As of August 07, 2020 clients are given an alternative email address which they are asked to contact should they not hear back from me for more than 14 days. When using this email address, clients must include their contract as an attachment.  This email will be included in client contracts but will not be publicly displayed on the website.

12. Termination

Termination of an order May happen for several reasons. an abbreviated list is stated here. All clients are to review the full list under “What is order termination and what will terminate an order?” in the following link.

https://www.easternwindstudio.com/q7a

1. Every Custom Sale Contract and Invoice is allowed 24 hours for confirmation and Payment. If you have requested your contract, please kindly respond and pay within 24 hours. For In-Stock Items, your Sale Contract is valid for 12 hours only. Please kindly respond and pay within 12 hours. Failure to do so will result in termination of the contract and the cancellation of your Invoice. Clients are allowed 3 total attempts before being barred from ordering. For In-Stock items, we operate on a first pay-first serve basis. Please keep this is mind when you sent an In-Stock item purchase request. I may give clients a heads up but please be mindful that emailing and receiving a Sale Contract for an In-Stock Item doesn’t give the client claims to the Item even within the 12 hour period; especially if the client has not communicated further than the purchase request. The 12 hour is simply the automatic expiration deadline, but if you do not communicate and are in a time zone that should allow you to communicate during regular day hours, the item will simply be offered to the next requesting client. In Stock items can’t be held or placed on payment plans.

2. My commitment to my client dictates that I treat all clients professionally and respectfully. All clients are expected to remain professional throughout their correspondence and do their due diligence in reading, understanding, and responding appropriately to item details, terms and conditions, and correspondence. It is also the sole responsibility of the client to ask for clarification where they feel they have not fully understood or are doubtful about a topic or detail. Failure to uphold propriety and cordial conduct will result in the termination of the related client order without compensation and refund. No abuse, verbal or otherwise, will be tolerated at any point during correspondence. Such transactions are built entirely on the basis of trust, communication, and cooperation; thus common decency is not only an expectation but very much a term of the sale contract and is to be taken seriously.

3. Respect and trust are the backbone of every order. Please respect my time as well the the rights of other people waiting for their orders. any delays on part of one client, has a chain effect of the production of other orders. I work systematically and although this system is adaptable, clients disappearing only to show up during busier times, place a strain of the system. I will communicate with you several times in the course of your order production. As of November 22, 2020, In every case, without exception, if a client does not respond within 14 days of an email, the order will be deemed void without compensation. I will not be sending multiple emails to clients to get their attention as the Studio is simply too busy to allow for this. Orders will be void upon the morning of the 14th day from the day the first unacknowledged email was sent to a client. If the order is mid production, production may or may not continue. If an order is completed, It will be auctioned off. Please understand, when working with me, communication will be held in very high regards. I do not push people to make a purchase, but once they have made a commitment, agreed to their contract, and paid, I expect communication to be smooth and timely.

4. Clients are to refrain from repeated emails or comments directly or indirectly asking or hinting at updates outside our regular update schedule. This will extend to our social media accounts. We will gently remind our clients once if they make this mistake. The second time we will void the order without refund on the basis of obstruction. Please review the section on “Production” for additional details. Any behavior that could be deemed as time wasting or causing urgency and stress will not be tolerated, whether through email or social media. An example of this would be repeatedly hinting and nudging at an order on our Instagram posts. While we appreciate your excitement, please understand this causes stress and disruption. We appreciate your patience.

5. If a client fails to complete their payment, including the final shipping charge applicable to some orders, within the agreed time frame, the order will be void.