Frequently asked questions
✸ When did you start drawing?
Nefra has been drawing since she was a small child, beginning with charcoal pencils, but she only started taking it seriously in 2020 when she moved to digital art. She has never attended art school – she is entirely self-taught.
✸ Do you take commissions?
Nefra is currently accepting emote commissions only. You can request one through our Ko-fi, contact form, or by emailing us at nefraillustrations@gmail.com.
✸ Where is your shop based?
We ship from the United Kingdom.
✸ Can I buy your products in person?
Yes, you can! Nefra began attending conventions in 2025, both in the UK and across Europe. If you would like to purchase something in person, keep an eye on her social media for event announcements, or visit the about page where we list all the events she will be attending ♡
✸ Can I cancel my order?
As long as your order has not been dispatched, we can cancel and refund it for you. Once your order has dispatched, it is no longer possible to cancel it.
✸ I have a problem with my order!
Please reach out using the contact page and we’ll help you resolve the problem as quickly as we can.
✸ I have a question that isn't answered here, can you help?
Reach out to us using the contact page and we’ll do our best to help.
Shipping & Returns
✸ Do you ship internationally?
Yes! We ship everywhere, excluding a few countries that Royal Mail cannot deliver to.
If we don't ship to your country let us know via email and we can add it to our shipping zone :-)
Countries not currently serviced by Royal Mail (as of Nov 2025): Afghanistan, Democratic Republic of the Congo, Haiti, Somalia, Sudan, Syria, Yemen.
Partial/no service: Certain regions of Ukraine (Crimea & Sevastopol)
✸ How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
✸ When will I get my order?
Preparation time:
It usually takes us between 1 to 5 working days to prepare and send packages, but this time can be considerably longer for different reasons.
Estimated shipping times vary for different destinations:
✧ Domestic (within the UK): 2 - 5 business days
✧ Europe: 1 - 2 weeks
✧ Other countries: 1 - 8 weeks
This is the approximate time it will take for your package to arrive once you receive the email that your order is on its way. Delays may occur due to customs processing or busy periods.
Please allow these time periods for your order to arrive and if they don’t show up after 8 weeks, please contact us through the contact form or via email: nefraillustrations@gmail.com
✸ My package came damaged or I believe it's missing
If you need help, please get in touch with us by email. You can send a message through our contact page and remember to include your name and order number. We will reply as soon as we can. Damaged items can usually be replaced, and if your order is missing it may have been returned to us. We’ll sort it out for you.
✸ Something is missing/extra in my package
If you are missing something or have received the wrong item, please email us and we will send a replacement. We almost never ask for anything to be returned, so please keep the mix-up as a small gift for our little oopsies ♡
✸ Customs Fees & Taxes
Orders from nefraillustrations.com may be subject to customs fees, taxes, or duties for customers outside the UK.
Please note that any customs charges are your responsibility and are not included in the product price or shipping cost. To avoid unexpected fees, we recommend checking with your local customs office before your order arrives.
If a parcel is refused or abandoned due to unpaid customs charges, we are unable to issue a refund. Customs offices usually hold parcels for 7–14 working days, so paying any fees promptly will help ensure your package is not returned, discarded or destroyed.
We do not undervalue items to reduce customs fees, as this is illegal and could put our business licence at risk. Shipping costs are also non-refundable if a parcel is returned, as Royal Mail does not reimburse these fees.
US customers:
All products are subject to tariffs. These costs (10–20%, plus a £0.50 handling fee) are included in your order. When your order is dispatched, the tariffs are prepaid to the shipping handler on your behalf, so your parcel will arrive with no extra charges.
✸ Returns
All sales at nefraillustrations.com are final. As a small business, we are unable to accept returns or exchanges, so please ensure you read the product descriptions in the listings carefully before making your purchase.
Once you have checked out and your payment has been processed, you will receive a confirmation email with your order summary. Please check your junk or spam folder, as these emails can sometimes end up there.
Privacy Policy
Effective Date: November 2025
At Nefra Illustrations, your privacy is important to us. This Privacy Policy explains how we collect, use, and protect your personal information when you use our website and online shop hosted on Shopify.
1. Information We Collect
We may collect the following information when you interact with our shop:
- Personal details: Name, email address, phone number, and delivery address.
- Account information: If you create an account, your login details and order history.
- Payment information: Processed securely via Shopify Payments and PayPal; we do not store your full payment details.
- Newsletter subscriptions: Email address for announcements and updates via Shopify Email.
- Order fulfillment information: Necessary details shared with Royal Mail for shipping your parcels.
2. How We Use Your Information
We use your data to:
- Process and fulfill your orders.
- Send updates, newsletters, and promotional announcements (only if you opt in).
- mprove our products, services, and website experience.
- Comply with legal obligations.
3. Sharing Your Information
We do not sell or share your personal information with third parties, except as necessary to:
- Shopify, for hosting and payment processing.
- Royal Mail, for shipping and delivery purposes.
4. Cookies & Tracking
Our website may use cookies to improve user experience, such as remembering your cart or login details. Shopify may also use analytics cookies. You can manage or disable cookies through your browser settings.
5. Your Rights
Under UK data protection law, you have the right to:
- Access the personal data we hold about you.
- Request correction of any inaccurate or incomplete information.
- Request deletion of your data (subject to legal obligations).
- Withdraw consent for marketing communications at any time.
To exercise your rights, contact us at nefraillustrations@gmail.com.
6. Data Retention
We retain personal information only as long as necessary to fulfill orders, send newsletters (if subscribed), and comply with legal obligations.
7. Security
We implement reasonable measures to protect your personal information. However, no method of transmission over the internet or electronic storage is completely secure.
8. Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website with the effective date.
9. Contact Us
For questions or concerns about this Privacy Policy, email: nefraillustrations@gmail.com