STORE HOURS
Customer service store hours:Monday - Friday 9-5. All Weekend queries will be answered on mondays, and shipping is done on Mondays and Fridays. We are closed weekends and select holidays.
Our Philosophy-
The owners and originators of Featherfall designs lived and worked several years in Japan and have had a life long love and interest in Japanese culture and in Fantasy. Featherfall is the attempt to bring together both those passions in a range of fashions and accessories that will fit a range of styles and budgets.
Pre-orders Vs. In Stock
As the Canadian Agents for several companies, we place bulk orders with each of these about once or twice a month. Depending on where you order, that's where your order will go - though we try to have it be as quick as possible! We also have some dolls in stock, so if the doll you order happens to be in stock we happily send it your way. Please keep the deadlines for pre-orders in mind! Please also keep in mind that production times are ESTIMATES. Unfortunately, we have no control if some of our manufacturers experience production delays, and as such cannot be held accountable for a specific delivery date; we will, however, do our best to keep you appraised of any delays your order might be experiencing.
As usually all doll orders are placed on a pre-order basis - i.e. only when a customer orders it, getting one through the cart is a binding contract to purchase. Once the orders are placed with the manufacturers the order cannot be canceled or refunded. Trying to get around the queue by contacting the supplier directly and insisting yours be made and shipped before the rest of our order will result in your order being immediately cancelled.
Payment is expected within a week, or the order will be cancelled. For money order payments, there is a grace period of 2 weeks. After that, customer will be advised and the order cancelled, and their account flagged.
If your doll should arrive damaged in any way please contact customer service at once, and provide photographic evidence of the damage so we can replace the damage part or seek redress from the supplier.
As most BJD and BJD clothing suppliers, we do not refund purchases once the order is placed. Featherfall provides unique fantasy and Japanese gear for ball jointed dolls. Our goal is to provide satisfaction to our customers! If there are any defects with your product please notify us at customerservice@featherfall.ca within 7 days of its arrival with photographic proof, and we'll arrange to exchange it.
If any part of an order is cancelled, all promotions pertaining to it will be null and void. Any cancelled orders will be subject to a 25% restocking fee! In addition, customer's account will then be flagged.
This renders the customer's account ineligible for ANY future promotions or coupons.
Should the same customer cancel or default, their account will be banned and any future business refused.
Please read all the description carefully, so you are sure to be getting exactly what you want. OOAK sets are never replicated - they may be made in other materials eventually, so keep an eye out for those. All our designs are our own; don't copy or reproduce them. Please note that these are photos of products - depending on your monitor settings, they may look slightly different in person.
Because most things are made on order, we do not take returns unless there is a defect with the garment or accessory.
PLEASE NOTE: CLEARANCE ITEMS ARE FINAL SALE.
Right of Refusal
We reserve the right to refuse service to customers who have previously defaulted on layaway or preorder arrangements and to discontinue their account if necessary. Customers who default or cancel more than once will have their accounts flagged, and any future orders will be refused and refunded.
We also reserve the right to cancel any order and issue a refund due to harrassment of Featherfall employees, or abuse of terms and conditions, which includes trying to get around a banned account.
Banned accounts are permanently banned.
SHIPPING
Shipping is done via Canada Post air mail packages where the weight restrictions still allow. Heavier packages or those requiring extra insurance will be priced accordingly, and are generally shipped via FedEx Ground. All dolls and doll heads go either Canada Post or FedEx. Please keep in mind that FedEx does not deliver to P.O. boxes. All our packages have insurance included in them, and we don't underdeclare for customs purposes.
We reserve the right to refuse orders, when there is the suspicion of fraud ( particularly if we are advised of such by paypal). If there are any issues with your order, defects with your doll or garment, please contact us within 7 days of arrival with pictures.
All images, content and logos are property of Featherfall.ca
