Thanks everyone for the feedback in the previous post.
The item arrived in the end and the customer was super happy so that was that. However, it doesn't change the basic question. Regardless of the size of the item, shouldn't we make our policies stand and be followed. Isn't that why we have them? It is also a way of respecting our own work as artisans, I think.
I believe most of the buyers and sellers on these e-commerce platforms are nice people, honest. However, I have actually had two clients that placed an order and then didn't pay. You wait, ask them if they need more time, if everything is ok... and in the meantime your item is out of the shop, losing the chance maybe of others to buy it.
I had a client from India wanting to pay with a Bank transfer. Good enough, when the money is in, the item is out (part of those policies). A month went by and no money was in. Ok, money is being transfered here on elephant's bank. Don't know. All of a sudden communication stopped... "do you know how much longer? have you talked to the bank...etc". Nothing. But all along she has a shop on Dawanda and she kept adding stuff to her shop and being active there. She just ignored me. Never payed, obviously. I guess she was expecting me to send the stuff before the money got in. And in which case I would have lost the items and the shipping costs money.
So, that experienced taught me to be a bit more weary and not be so trusty all the time.
Policies are there and when you choose to buy something from another shop it is understood you read them. It's like reading before signing a piece of paper. It's part of the contract established momentarily when one buys something and one sells. One can naturally choose to be flexible, but if the rules were established before hand... why should you be the one to lose?
This is very personal I suppose. I probably sound like I'm an evil seller hahah when in fact I always take the utmost care with packages and add gifts to every order.
I got a couple new orders yesterday and I will ask about the insured packages. And I guess I will add on the page of each item "READ THE POLICIES OF THE SHOP" like I've seen many shops have... now I know why!
This is something like commercial philosophy! LOL