Frequently Asked Questions

Browse our products page, add items to your cart, and click "Checkout with Stripe." You'll be redirected to our secure Stripe payment page to complete your purchase. You'll receive a confirmation email once your order is placed.

Orders can be modified or cancelled within 2 hours of placing them. After that, your order may already be in processing. Please contact us immediately and we'll do our best to help.

Once your order ships, you'll receive a tracking number via email. You can use it on the carrier's website to follow your package in real time. Tracking typically activates within 24 hours of shipment.

First, check your spam or junk folder. If it's not there, contact our support team with your name and the email address used at checkout — we'll resend it right away.

Standard shipping takes 3–5 business days within Europe. International orders (US, CA, AU) take 7–14 business days. Express shipping options are available at checkout. See our full Shipping Policy.

Yes! Orders over €35 qualify for free standard shipping within Belgium, the Netherlands, France, and Germany. Other regions may have different thresholds — details are shown at checkout.

We currently ship to: Belgium, Netherlands, France, Germany, United Kingdom, United States, Canada, and Australia. More countries are being added — contact us if yours isn't listed.

If your package is past the estimated delivery date, please check your tracking link first. If there's no movement for 5+ business days, contact us and we'll investigate with the carrier and reship if necessary.

We offer hassle-free returns within 30 days of delivery. Items must be unused and in original packaging. See our Returns page for full details and to start a return.

Once we receive and inspect your return, refunds are processed within 2–3 business days. The amount will appear on your original payment method within 5–10 business days depending on your bank.

We're so sorry! Please contact us within 48 hours of receiving your order with photos of the issue. We'll send a replacement or issue a full refund immediately — no need to return the damaged item.

Our cases use a variety of premium materials including water-resistant canvas, soft velvet, PU faux leather, suede-like fabric, and eco-friendly cotton. Each product page lists the exact materials in the Features section.

Capacity varies by model — from 20 to 40+ pencils. The exact capacity is listed on each product page. Cases marked as "Premium" tend to have larger capacity with extra compartments.

Yes! We have a dedicated Kids category with bright, fun designs using durable and safe materials. Filter by "For Kids" on our products page.

Most items are restocked regularly. If a product shows low stock, we recommend ordering soon. For Limited Edition items, restocks are not guaranteed. Contact us to ask about a specific product.

You start with a plain white bracelet in the bracelet builder and decide what every single bead is. Tap a bead to colour it, drop a charm on it, or select it and type a letter — nothing is arranged for you. There are shortcuts for the common things (place a whole word at once, recolour every plain bead from a preset, or space your word out with a charm between each letter), plus undo. The price updates as you build, so you always see exactly what you're paying for before adding it to the basket.

Letters, numbers and the symbols & ' . -, at €0.60 per letter bead. The only limit is the bracelet itself — a Small has 21 beads, Medium 23 and Large 25, and every one of them can be a letter if you want. Leave a plain bead between words to space them out.

Twelve shapes: heart, star, moon, flower, butterfly, lightning bolt, four-leaf clover, paw print, infinity, crown, gem and music note. Each is just €0.20 in gold, silver or rose gold, and you place them on whichever beads you like — as many as will fit. Putting one between each letter (E♥M♥M♥A) is a single click in the builder.

Custom bracelets are threaded by hand to order, so they ship in 2–4 working days rather than the usual 48 hours. Ready-made bracelet designs ship at the normal speed.

Yes. Personalised pieces are covered by the same 30-day return policy as everything else — if it arrives faulty, or simply isn't right, send it back. We only ask that you check your spelling in the live preview before ordering, since we make exactly what you type.

Wrap a strip of paper around your wrist, mark where it meets and measure it: Small fits 15–16 cm, Medium 17–18 cm and Large 19–20 cm. All three sizes cost the same. Elastic and slide-knot bands are forgiving; chain bands come with a 2 cm extender.

Our chains and charms are nickel-free stainless steel with tarnish-resistant plating, which suits most sensitive skin. If you have a known metal allergy, the elastic and waxed-cotton bands with no chain are the safest choice.

We accept all major credit and debit cards (Visa, Mastercard, Amex) via Stripe, as well as PayPal. All transactions are secured with SSL encryption.

Absolutely. We use Stripe, one of the world's most trusted payment processors. We never store your card details on our servers — all payment data is handled directly by Stripe's PCI-compliant infrastructure.

Yes! Use code PENCIL10 at checkout for 10% off your order. Sign up for our newsletter to receive exclusive discounts and be the first to hear about flash sales.

You need an account to check out. Creating one is free and only takes a moment — it lets you track orders, save favorites, and access order history. Register here.

On the login page, click "Forgot password?" and enter your email. You'll receive a reset link within a few minutes. Check your spam folder if you don't see it.