Help Center

Do you ship to _______ ?

• Yes, we ship to most countries from Malaysia!
• For the accurate list of countries, please scroll to the bottom!

Shipping Fee

• Shipping fee is weight based and varies between country to country.
• For orders to - Brunei/Cambodia/Hong Kong/Indonesia/Laos/Myanmar/Philippines/Singapore/Thailand/Vietnam shipping starts at $13 for small items (eg. pins, lockets, keyrings etc.)
• For orders to - all other countries excluding the above listed ^ shipping starts at $15 for small items (eg. pins, lockets, keyrings etc.)
• All packages comes with tracking, which you will be notified via email.
• You may track your packages at (aftership.com) However after it leaves Malaysia, it depends if the tracking will continue to be updated at your country's postal services (eg. USPS for USA).

I'd like to combine my orders!

• Your orders will no longer be automatically combined even if they are made under the same name and shipping address.
• Please fill in the COMBINE ORDER FORM (link in bio) if you'd like to have your orders combined.
• If there are excess shipping costs, they will refunded within 7 working days after your order(s) have been packed and ready to be shipped. An email notification will be sent once a refund has been made.
• Orders that has already been packed and/or shipped are not able to be combined.

How long will it take for my package to arrive?

• After you have received a shipping notification/email, it may take a couple days for the tracking number to show up. > After your package has left Malaysia, it will be handed over to your local postal system (eg. USPS for USA) after which you may track at your own local postal systems website once the package arrives at your country.
• Due to the Covid-19 pandemic, packages from Malaysia may take a minimum of 2 weeks and up to a couple months to arrive, do keep in mind when placing an order.
• Our local post do not work on Sundays and Public Holidays, so shipping may be further delayed. Even more so, when other countries have strict custom regulations and slower postal services.
• Do keep in mind, we will not be liable nor responsible for any extra tax or extra custom charges incurred by your package.

My package still has not arrived yet

• Please do email us, we will try our best to help. However, we do not provide refunds or returns for lost or damaged packages.
• After a package has left the country, they are automatically out of our control, but we will try to resolve your issue as soon as possible.
• Packages have, in some cases, taken up to 4 months or more to arrive due to the Covid-19 pandemic.
• Unclaimed or undelivered packages may be returned back to us. Should the package end up back to us, you will receive an email notification when it does. However, this is not always the case, and we are unable to track when it returns to us.

Tracking not updating

• Packages have taken longer to be dispatched out since the Covid-19 pandemic. Due to the limited amount of flights, it might take a week for the tracking to update.
• Packages are scanned when it is moving. If the tracking does not update, your package may still be waiting for flights, or is in the middle of transit.
• Tracking also does not update for other possible reasons: during Public Holidays, backlog in post offices, or when tracking is not available in your country, etc.

Disclaimers

• Although tracking is provided, we cannot be held responsible for lost or damaged packages during the shipping and/or delivery process.
• We cannot be held responsible for any international customs or duty fees.
• The customer/purchaser/buyer is responsible should any customs or duty fees be incurred.

List of Countries:

• The countries we can ship to are > Andorra, Angola, Argentina, Australia, Austria, Bahrain, Bangladesh, Barbados, Belgium, Benin, Bhutan, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada, Cayman Islands, Chad, Chile, China, Colombia, Congo (Democratic Republic), Congo Republic, Costa Rica, Cote D’ Ivore, Croatia, Cyprus, Czech Republic, Denmark, Djibouti, Dominican Republic, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Faroe Islands, Fiji, France, French Polynesia, Gabon, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guam Islands, Guernsey (G.B), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Italy, Jamaica, Japan, Jersey, Jordan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Lithuania, Luxembourg, Macao, Maldives, Mali, Malta, Mariana Islands, Marshall Islands, Mexico, Monaco, Morocco, Mozambique, Myanmar, Namibia, Nepal, Netherlands, New Caledonia, New Zealand, Niger Republic, Nigeria, Niue Islands, Norway, Oman, Pakistan, Palau, Paraguay, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Samoa (U.S.A), Saudi Arabia, Senegal, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sudan, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Tokelau Islands, Tonga, Tunisia, Turkey, Tuvalu, Uganda, Ukraine, Uruguay, United Arab Emirates, United States of America, United Kingdom, Vietnam, Virgin Islands (U.S.A), Wallis & Futuna Islands, Western Samoa and Zambia.

I'd like to combine my orders!

• Your orders will no longer be automatically combined even if they are made under the same name and shipping address.
• Please fill in the COMBINE ORDER FORM (link in bio) if you'd like to have your orders combined.
• If there are excess shipping costs, they will refunded within 7 working days after your order(s) have been packed and ready to be shipped. An email notification will be sent once a refund has been made.
• Orders that has already been packed and/or shipped are not able to be combined.

I've received an incorrect or damaged item

• Unboxing videos are required when an item is missing and/or damaged upon receiving the package.
• Please drop us an email with your name + order number + unboxing video. We will try our best to resolve your issue as soon as possible.
• While we will try our best to resolve your issue, we are not responsible for item(s) damaged during the shipping process. We also do not provide returns or refunds if your item(s) were damaged due to the shipping process from us to you.

Pre-Order info & terms

• As pre-orders are used to fund production, there will be no refunds or returns issued under any circumstances.
• Production timelines may differ depending on the product, it does not include quality checking, packing and shipping process.
• Often times, production may take longer than expected due to unforeseen circumstances, please do take into account.
• Please do not preorder if you are unable to adhere to the terms & conditions stated.

I'd like to request for a refund or return my order

• All transactions and purchases are final. We are not responsible nor liable for any lost packages. Packages shipped out from my country will be automatically out of our control. No refunds or returns will be issued under any circumstances whatsoever. We are also not responsible nor liable for any custom duties or taxes you might incur from or when receiving your order/package. By purchasing from this shop you have automatically agreed to the terms and conditions as stated above.

How do I contact you? There's an issue with my order!

• Please drop us an EMAIL to dulsetpins@gmail.com
• Please include your name, # order number and concern.
• We will respond as soon as possible. Please do not send DMs, as they will get buried under other messages!

Business Hours

• Order processing times: May vary, please allow 2 weeks and up to 3 weeks.
• Business days: Mondays-Fridays, not including Public Holidays.
• Shipping days: Packages are shipped out only once a week.

Pin Grading

• Pin Grading differs for each pin design. Enamel pins are graded by the batch, as every pin is handmade, they would not be 100% perfect.
• Normal Grade: Best of the batch. May have minimal amounts of imperfections such as specks, scratches, fingerprints.
• C-Grade: More noticeable defects eg. coloured marks, areas of under-filled enamel etc.
• Do note: For every batch of pins, including restocks; will have different grading benchmarks.
• Items such as Wooden Pins, Acrylic Keyrings, Lockets and Standees etc. are not graded.

Pin Care Guide

• It is often known that Rose Gold plating oxidises faster compared to other platings, so you may refer to this care guide below:
• According to sources, you may clean the tarnished area with toothpaste or use a polishing cloth.
• It will also help if you wipe them down from time to time to keep dust and/or moisture off of the pin.
• Of course this may not happen right away, it also depends on a few factors eg. wearing your pin outside or due to humidity, etc.
• Disclaimer: Other than Rose Gold plating, Silver, Copper, and Black Nickel platings are also prone to oxidization as well. It depends on how the pin is being kept or used.  

As of July 1st 2021, all EU and UK customers will have to pay additional VAT taxes and service fees incurred at your country's custom offices, regardless of the package value.

We will not collect or remit VAT, which means it will be collected by your country when your package arrives at customs. With that said, there may be additional delays caused by customs and additional processing fees may apply.

You may check at your local customs office regarding the additional costs incurred before making a purchase.

Therefore, we are not responsible for any import taxes incurred, which are not included in the item price of our products or the shipping cost.

All additional taxes/charges/fees will be the customer's responsibility and will have to be paid to your country when claiming your package.