SHIPPING & RETURNS
PRODUCTION AND DELIVERY
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PRODUCTION
Everything you see in our online store is handmade which means that it requires a certain amount of time to get ready as we rarely have items in stock and available for immediate shipping. Hand making process is not just fabrication, it is our love and commitment to what we do in the final product and we hope to have your understanding and patience on the matter.
As much as our production team does their best to make and ship all products as soon as possible, this delicate process cannot be rushed or else we risk mistakes happening and this will not result in a quality product. We need to give each piece its needed time and attention to the details so at the end, you, our customers, are happy.
NOTE! If you are in need of your order faster, please be sure to contact us upon ordering so we can discuss all possibilities and provide you with a solution for your personal requirements.
The production time is different for each order and it may be extended if the purchase contains a few or more items or consists of a custom order. We usually need 1-2 weeks for production but this timing can be extended in busy periods or sale events.
As each item goes through a strict quality control, the timing for its shipment might be changed. However, upon shipping, we always send a notification and add the tracking number to the order so the customer can monitor the movement of the package at all times.
There might be other unexpected circumstances that may also affect the time of production and/or the delivery but in any case we always try to have minimal delays.
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DELIVERY TIME
NOTE! The following timing is for the delivery itself! The time for production is not included.
Date of delivery may vary due to carrier shipping practices, delivery location and the items ordered.
The standard delivery time for Europe takes around 5 - 10 working days. (Weekends and Holidays not included!)
The delivery time for the rest of the world takes around 20 working days. (Weekends and Holidays not included!)
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HOW TO TRACK YOUR ORDER
Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account. The tracking number will be visible in your order.
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IMPORTANT NOTES
We do NOT ship during national holidays and weekends.
Delays due to weather conditions, holidays seasons, late flights, etc. can occur – unfortunately we are not able to control them.
Custom made items may take longer due to their original character.
In time of sales and events the proceeding time can be extended.
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Please be sure to leave us your full address with correct information or else the package might get lost or returned back to us. In such cases, the customers would need to cover the shipping costs, resulting from incorrect shipping information.
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Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
We want you to have the best online shopping experience, so if you have any problems with your order, please contact us.
RETURNS & EXCHANGE POLICY
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In case you are not completely satisfied with your order, we will gladly accept returns or exchanges for everything EXCEPT custom made items due to their one of a kind character;
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You may return or exchange an order within 30 days of delivery. You also need to contact us within 14 days of delivery, after that period exchanges or returns will not be possible. The customer is responsible for the return shipping costs.
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Before sending the item or items back, make sure that there are no stains from makeup, food, etc.
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It is also highly important that the item or items are unworn, unwashed, with zero damage and with all tags on them. Note that if any of those requirements is missing, no exchange or refund will be made.
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Please do not send CUSTOM MADE items back as they CANNOT be exchanged or refunded. We do not cover shipping costs on sending back a returned custom item.
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Please do not forget to put a note with your order number in the package. We ask for that as if we do not know who sent the package, we won’t be able to contact you and proceed further with the exchange or refund.
How to return:
You will manage the return yourself by choosing a courier and arranging everything alone. We recommend you choose a safe courier to ship back the package as if it gets lost or stolen, the refund or the exchange won’t be possible. This is very important and we make a note of it because we had many cases in the past of lost or stolen packages.
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When sending the package, please make sure you write a price of 0$ so you don't have to pay taxes at customs. It is also A MUST to ask the courier to put on the package a note that it is a RETURN of goods and send us the tracking number once the package is shipped.
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Packages that were not marked as RETURN OF GOODS will have additional costs at the borders and such costs will be taken from the refund.
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We recommend to be very careful when you fill in the information below, as we do not take any responsibility for mistaken addresses or incorrect way of sending the package back.
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The return address: please return to the address mentioned on the delivery package.
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If you have any questions, please do not hesitate to contact us before sending the package.
When sending a package yourself, it is a must to put $0 on it or it might be stopped at the borders. Unfortunately retrieving it from the borders is a long, difficult and expensive process and if this happens, you will need to cover all of the additional taxes.
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Once we receive the package, we will contact you and discuss further steps.
If we are making an exchange, the timing for it depends entirely on the order.
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If you are requesting a refund, note that it will be done within 20 business days after the arrival of the package. The refund will be done based on the payment method, used for placing the original order. If you used a credit card, you will receive the funds on your bank account.
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For any questions or concers you may have regarding a return or an exchange, feel free to contact us at info@art-frequency.com
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Happy shopping!