FAQ

 

General

 

• What are preorders?

 

Pre-orders means we are accepting advance orders for the products that comes with an expected arrival date. However, we cannot guarantee the arrival date as the delays are likely to happen but we will inform our customers priorly if that is the case.

 

• Where is C-Cconcept studio located?

 

We are a start-up company based in the United Kingdom, but we all work remotely at the moment. We are planning to set up an office in London to operate the business and also an outpost in Taiwan to facilitate production and logistics in the future.

 

• When can I expect a response if I sent an enquiry via website?

 

We aim to respond to all enquiries within 72 hours. However, due to some circumstances, we may be delaying our service. Please accept our apologies and we will try our best to get back to you as soon as possible.

 

Order

 

• What if an item is out of stock?

 

Most of our products are limited quantities, so they are subject to availability. In any case if your ordering items are out of stock, we will email you via the email address you registered with us and you can decide to proceed or cancelled the rest of the orders. However, we will continue proceeding the rest of the orders if we don’t hear from you within 48 hours.

 

• Can I combine orders for one shipment?

 

As each order comes with a unique shipping number and each product may have a different completion date so we won’t be able to combine shipments if that happened in your case.

 

• What may cause delay for my order?

 

Preorders:

 

We are trying to produce the best quality products to our customers but sometimes production process may not give us the beautiful scenery as we expected. We will contact our customers if delay is happening at our earliest opportunity and make sure our customers receive their order as soon as possible when the production complete.

 

Shipping:

 

It is always a busy period for courier during the festive season and before a public holiday, so shipping may take longer than normal due to a large amount of work they are dealing with. Please accept our apologies if any delay happening to you and we thank you for your patience.

 

Custom issue:

 

Delays are likely to happen due to the parcels being stuck at customs, it takes time to clear the parcel from the custom and security checks and this will vary on the local governing agency. 

 

• Can I change, cancel or refund my order after I’ve placed?

 

All orders that have been placed are final so you are not able to change, cancel or refund in any situations. This relates to most of our products only have limited stocks especially preorder items will be reserved for customers who already placed the order. Preorder items shown on the website are only prototypes, and will be subject to our final approval and this is due to bringing the best quality products to our customers. There will always be differ from the photos and the actual products in all kinds of aspects and we want you to be aware of this before making your purchase. We may face packing, stocking transferring or shipment delays on some situations but we do not allow refund for these occasions. We want to create a fair business for all of our customers, so please make sure you take all these considerations before placing your order and we thank you for understanding our policy.

 

Payment

 

• What are the payment method?

 

Paypal

 

• Can I make a payment without a Paypal account?

 

Yes you can. You can use any Debit/Credit card that is supported by Paypal. Paypal is one of the most secure ways to make online payments.

 

Shipping and Tracking

 

• How long is the shipping process?

 

The shipping process will take up to 2 to 3 weeks depending on the delivery locations and it may also change due to the factors that might delay the shipment.

 

• Where do you ship from?

 

Most of our products complete the production in Taiwan then all orders will be fulfilled by our logistic partners from there. However, we may also have some other products that will be shipped from our stock room in United Kingdom and this is due to some collaboration products that we work with other artists/corporations.

 

• How would I be able to track my order?

 

We will send you our courier tracking number once your order has been dispatched.

 

• Is there any custom duties and taxes for my order?

 

Yes, there may be custom duties and taxes for your order depending on the delivery country and the total amount of your purchase. It’s customer responsibility to investigate the amount of duties and taxes you will owe prior to your shipment. Please make sure you aware of this before placing an order.

 

• What do I need to know for customs clearance?

 

International shipments may be subject to opened and inspected by customs or postal authorities. We take good care when packing our customers order to be delivered to them but we have no control over the customs checking process so we cannot be held for any responsibility of the condition when the items delivered to our customers.

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Returns and Exchanges

 

• What should I do if I received damage item?

 

All products purchased via cconceptstudio.com are not exchangeable or refundable, as some of our products are hand-painted and hand-assembled, plus they come in a limited stocks for all of our customers around the world. Slight imperfections such as joint lines, sprue mark from injection moulding and uneven painting are common due to the nature of the production process and do not constitute as damaged or defective.

 

However, if the items arrived broken or contain a missing part, please contact us via contact@cconceptstudio.com with the images of the damage product along with the order number within 7 days from the day of receipt and we should be able to assist you in this occasion. Please note that damaged packaging is not apply to the situation mentioned above.

 

• What should I do if I received an incorrect item?

 

Please always double check the final orders and shipping information before placing the order. We are not responsible for package delivered incorrectly or lost due to the incorrect information provided by customers. 

 

However, if the items delivered incorrectly due to our human error by our delivering team or logistics partners, please contact us via contact@cconceptstudio.com with the image of the incorrect item along with your order number within 7 days from the day of receipt and we should be able to assist you in this occasion. Please note that we won’t accept any returned items without a written agreement from us.

 

• Can I exchange or refund the items online if I purchase them at the convention?

 

Unfortunately we don’t accept exchange or refund for all of the orders that have been made during the convention, so please be aware of this before making any transaction. 

 

• Can I exchange or refund my items that I purchase via cconceptstudio.com?

 

We do not offer exchange or refund any items once the transaction been made so please make sure to reassure your decision before making purchases.

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