FAQs

🌿 Fennek & Finch Magical FAQ Scroll (Field Guide Edition)

🌻 Returns & Exchanges

Q: What’s your return or exchange policy?
If there’s a flaw in your dice set, we’ll send you replacements for those dice — on us. If you want to exchange something for preference reasons, we’re happy to help, but you’ll need to cover shipping both ways. Just contact us within 30 days, and we’ll get it sorted.

📮 fennekandfinch@gmail.com

Q: I received a set of dice and I don’t like them. Can I exchange it?
A: Absolutely! We’re happy to offer exchanges. Just note that you’ll be responsible for shipping costs both ways (to return the original set and send the new one out).

Q: I received a die with a flaw. Can I get a replacement?
A: Yes! Please send us an email at fennekandfinch@gmail.com with a clear photo of the flaw and let us know which die you need replaced. We’ll make it right. 💖

🚚 Shipping Info

Q: When do you ship orders?
We ship every Monday, Wednesday, and Friday (excluding holidays) and do our best to get your magical treasures to you quickly. You’ll receive a tracking number via email as soon as your package begins its journey.

Q: Do you ship internationally?
We do! We ship worldwide — and we’re thrilled to announce that EU shipping is now open again via our Etsy shop! Orders under €150 are VAT-included and ship customs-ready with no surprise fees. ✨
→ Shop Fennek & Finch on Etsy

Q: When will my order ship?
Orders typically ship out on Mondays, Wednesdays, and Fridays. Orders placed over the weekend will be packed on the next shipping day. ✨

Q: I paid for Priority Express but it didn’t arrive in time. Can I get a refund?
Yes! Please contact us within 20 days of the shipping date so we can file a claim with USPS. After 25–30 days, USPS won’t accept claims and we won’t be able to offer a refund.

🌍 EU Shipping

We're back, EU friends! ✨ EU shipping is now open again through our Etsy shop, with full VAT compliance for all orders under €150.

📦 We’re also fully registered with the German Packaging Act (LUCID), so your parcel arrives both legally and lovingly packed.

🌟 What this means:

  • Orders under €150 include VAT and are cleared smoothly at customs

  • No surprise import fees or VAT-on-delivery headaches

  • Tracked shipping available — just ask!

→ Shop EU-Friendly Listings on Etsy

If you’re based in the EU and see something on our website that’s not listed on Etsy, feel free to message us! We may be able to set it aside or create a custom Etsy listing just for you. 💌

📦🌿 Our Packaging Philosophy

Here at Fennek & Finch, we believe that magic should tread lightly on the earth.

That’s why all of our outgoing packaging is carefully chosen with sustainability in mind,  including 100% recycled paper mailers, boxes, and protective wrap that are curbside recyclable or compostable. ✨ No plastic fluff, no unnecessary waste, just cozy, intentional wrapping with a soft footprint.

On rare occasions, you may spot a piece of reused bubble wrap or protective padding, this is rescued from shipments we receive and reused mindfully to keep materials out of the landfill. We never buy new plastic packaging.

Thank you for helping us care for this enchanted little world, one parcel at a time. 💚

🎨 Caring for Your Dice: A Field Guide

Every set of dice carries a story. To keep their magic bright through many adventures, here are a few whispered secrets from our enchanted workshop:

🌿 Changing the Number Colors
If your heart calls for a new color on your dice:

Use a soft cloth and 70% (or less) isopropyl alcohol to gently lift away old paint from the engraved numbers, like mist clearing from a meadow.

Repaint by filling the engravings with a fine brush or toothpick dipped in acrylic paint.

While the paint is still damp, softly wipe the surface clean, leaving behind only the colorful spell within the numbers.

✨ Tip: Light paints sing best on dark dice, and deep hues glow on pale ones.

🌿 Tending Their Spirits

Keep your dice tucked away from strong sunlight to preserve their colors and vitality.

Roll on soft surfaces — padded trays and cloth mats are like mossy forest floors for tiny travelers.

Store them in velvet bags or cushioned boxes when they aren’t on a quest.

Clean gently with a soft dry cloth, no harsh soaps or rough scouring spells!

Treat gemstone and wood dice with extra tenderness, they are born of earth and story both. 🌟

A little love goes a long way in keeping your dice companions spirited and strong.

🧱 Location

Q: Can I visit your shop?
A: We're based in Portland, Oregon, working from a cozy home studio, so no physical shop just yet.

But you can find us in person at these magical local spots:
🎮 DicePool at Lloyd Center
🧙♂️ Guardian Games

Perfect for spontaneous adventure rolls and IRL browsing!

🐦 Social Media & Shop Updates

Q: Where can I find you online?
A: We’re @fennekandfinch on Instagram, Facebook, and Twitter. While we’re taking a social media rest, updates will return when the timing feels just right. 🌙

Q: How do I hear about new releases?
A: Our newsletter is the coziest and most consistent way to stay updated. You'll be the first to know about new collections, exclusive releases, and shop magic.

🔧 Custom Orders & Wholesale

Q: Do you take custom commissions?
A: Not at the moment, but we’re honored you’d ask! We may open custom options again in the future.

Q: Do you offer wholesale?
A: Yes! We partner with both online and brick-and-mortar retailers. Reach out to fennekandfinch@gmail.com with a little info about your shop to set up a wholesale account.

🧸 About the Maker

Fennek & Finch is lovingly run by Therin, a fantasy-loving crafter, gamer, dancer, and nature enthusiast with a heart full of stories and stardust. ✨

When not designing magical dice or working backend computer wizardry, you’ll find Therin in the garden tending herbs, practicing permaculture with their fish pond, or creating holistic blends for Petal and Stone Apothecary. They are also transforming their 1910 Victorian home into Synctuary, a creative sanctuary for artists and dreamers.

Every piece in the shop is crafted with care, connection, and a love for small enchanted things.

🪷 Who are Fennek & Finch?

The name Fennek & Finch honors two sources of deep inspiration:

Fennek was Therin’s beloved Maine Coon, a wise, gentle, and majestic companion whose presence grounded the magic of everyday life. His spirit lives on in many of the shop’s cozy, heartfelt creations.

Finch is a symbol of song, freedom, and the magic found in tiny, delicate things. Together, the names evoke the balance of wild and whimsical, soft and spirited, just like the shop itself.

This space is a tribute to both their energies: rooted, free, and filled with wonder. 💖

📬 Contact Us

You can reach us anytime at: fennekandfinch@gmail.com

We’re a tiny team and take weekends off to rest and recharge, so messages sent Friday evening through Sunday will be answered starting Monday in the order they arrive. Thank you for your patience and your magic.

📬 Wholesale / Retailer Inquiries

You could optionally add:

Q: I’m a retailer. Can I carry your dice in my store?
Yes! We love partnering with shops who share the magic. Visit our Wholesale Info Page and email us with the address you'll be using for purchases, we’ll follow up to activate exclusive pricing and details.

🔐 Privacy & Policies

A soft way to link back to those new pages:

Q: Where can I find your store policies?
You can find our full Privacy Policy, Shipping Policy, and Returns Info at the bottom of any page.

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