Shipping & Returns

Shipping

Every piece ships fully insured with tracking and signature on delivery. Shipping is complimentary above $2,500; otherwise a flat insured rate is quoted in your proposal.

We photograph and weigh every parcel before dispatch and archive the record 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

Each piece is made to your approved specification. Change-of-mind returns are therefore not possible; where EU/UK distance-selling rules grant a withdrawal right, made-to-order goods are exempt from it.

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).

Lost or damaged in transit

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