1. Order Preparation

• Orders are arranged for shipment within 24 business hours after payment confirmation.
• Processing time does not include weekends, public holidays, or exceptional peak periods. During high-volume events, preparation time may extend slightly. Where delays are significant, reasonable efforts will be made to inform affected customers.

For DIY customised products:

• Production begins only after payment confirmation.
• Additional production time may be required depending on design complexity and order volume.
• Once a DIY order enters production, modifications or cancellations are not possible.
• Products that become unavailable are removed from the website rather than placed on backorder.

2. Dispatch & Estimated Delivery

• Delivery timelines begin from the date the order is shipped, not from the date the order is placed.
• Estimated delivery time: 7–20 business days after dispatch
• Transit duration may vary depending on carrier operations, customs procedures, weather conditions, and regional logistics factors.
• All delivery timeframes are estimates and are not guaranteed.
• Shipping locations are assigned based on operational logistics and destination efficiency. We do not operate a single fixed dispatch origin.
• For DIY customised items, delivery estimates apply after production has been completed and the item has been dispatched.

3. Shipping Charges

• Shipping costs are calculated automatically at checkout based on order details and delivery destination.
• Final shipping charges are displayed before payment confirmation.
• Specific rates are not listed within this policy.
• Customs duties, import taxes, and additional carrier handling fees (if applicable) are not included in shipping charges.

4. Tracking Information

• After shipment, a confirmation email containing tracking details will be sent.
• Please allow up to 24 hours for tracking information to activate within the carrier's system.
• For DIY orders, tracking information is provided only after production is completed and the package is handed to the carrier.

5. Customs & Import Charges

Orders may be subject to customs duties, taxes, or import fees imposed by local authorities.

These charges:

• Are not included in product prices
• Are not included in shipping fees
• Are the responsibility of the customer

• Customers are encouraged to review local import regulations prior to placing an order.
• Failure to pay customs charges may result in delays, refusal, or return of the shipment.

6. Delivery Issues

Delays may occur due to circumstances outside our control, including but not limited to:

• Customs inspections
• Carrier disruptions
• Environmental conditions
• Peak seasonal demand

If your order has not arrived within the estimated time frame, please contact [email protected].

In cases of suspected lost shipments, we will assist in initiating a carrier investigation and provide support throughout the process.

For DIY customised products, replacement or refund decisions will be handled in accordance with our Return Policy.

7. Address Accuracy

• Customers are responsible for ensuring that shipping information is complete and accurate at the time of purchase.
• We are not responsible for delivery issues arising from incorrect or incomplete addresses provided at checkout.
• Address modifications may not be possible once an order has entered processing or production (including DIY production stage) or has been dispatched.
• If changes are required, contact [email protected] as soon as possible.

8. Refused or Unclaimed Shipments

If a shipment is refused or remains unclaimed and is returned:

• Reshipment may require additional shipping charges
• Refund processing (if applicable) will follow our Return Policy
• Original shipping fees are non-refundable

For DIY customised products:

• If the return is due to customer refusal without product defect, the item may not qualify for resale.
• Refund eligibility may be limited to the product cost minus applicable production and shipping expenses.

9. Policy Changes

This Shipping Policy may be updated periodically to reflect operational or regulatory adjustments. The revised version will take effect upon publication on this page.

For any shipping-related enquiries, please contact: [email protected]