Shipping & Returns

Shipping

Every piece ships with tracking and requires a signature on delivery. Carrier, insurance and shipping cost are confirmed in your written proposal.

Parcels are weighed and documented before dispatch; the record is archived with your project.

Duties and VAT

United States: duties depend on classification and value; your quote states the expected treatment for your order.

European Union: VAT and import treatment depend on the order value, destination and the sales setup active when you order. Any future use of IOSS will be stated only after registration and checkout collection are operational.

United Kingdom: VAT and import treatment depend on the order value, destination and the sales setup active when you order. The applicable treatment will be stated in your quote before payment.

If a parcel is held by customs, we assist with documentation; storage or return costs caused by refusal to pay import charges are the recipient’s responsibility.

Made-to-order returns

Before production begins: you may cancel for a full refund at any time before production or non-recoverable material procurement begins, unless your written quote clearly identifies a lawful, non-recoverable committed cost.

After production begins: each piece is made to your approved specification, so change-of-mind cancellation, return or exchange is not possible after that point, to the extent permitted by applicable law; for consumers in the EU or UK, any withdrawal right and any made-to-order exemption are assessed per order, and we will tell you before payment whenever the withdrawal right does not apply.

This never limits your statutory rights: if a piece is faulty, damaged in transit, or does not match your approved confirmation, we repair, remake or refund as required by law (minimum two-year guarantee in the EU; equivalent remedies under the UK Consumer Rights Act 2015).

Returns are received at our workshop in China; the full delivery address is provided when a return is booked. Please do not ship anything before a return is approved in writing.

Shipping dates and delays

Your written quote states an estimated ship-by date. If we reasonably expect that we cannot ship by that date, we will notify you before it and offer the choice required by applicable law: consent in writing to a revised ship-by date, or cancel the unshipped order and receive a prompt refund.

Lost or damaged in transit

Report damage within 48 hours of delivery with photographs of the packaging and piece; we repair or replace at our cost. If a parcel is confirmed lost, you choose a full refund or a remake with priority scheduling.