Shipping Policy

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This shipping policy explains how {{ shop_name }} produces, dispatches and delivers orders, and what to expect between payment and installation.

Production time and transit time are separate

Most fixtures in this store are built to order, in the size and configuration you select. Production time and international transit are therefore always quoted separately, and both figures are confirmed to you before payment. Please plan your installation date against the later of the two, not against the production date alone.

Delivery

Complimentary door-to-door delivery is offered worldwide. Where stated on the product page, import duties and taxes are included in the delivered price. If a destination requires special handling, a remote-area surcharge, or a delivery appointment, we will tell you before your order is placed rather than after.

Large fixtures are shipped in protective export packing designed for fragile, heavy items. Someone must be available to receive the crate, and we recommend opening it in the presence of the carrier.

Dispatch and tracking

Before dispatch we send photographs of the finished piece for approval. After dispatch you receive the tracking reference and packing list. Tracking covers the transit stage; production progress is reported separately with photographs. See Order Tracking for the full stage list.

Customs and duties

International shipments clear customs. Where duties and taxes are included in your delivered price, they are handled by us. Where they are not, they are payable by the recipient. If a customs authority requires information or documentation from you, we will contact you as soon as we are notified.

Damage, shortage or delay

• Damage in transit: note it on the delivery document, photograph the crate and the fixture as unpacked, and contact us on the day of delivery. Transit damage is handled under warranty and after-sales.
• Shortage of components: send a photograph of the hardware list and the parts you have received; replacement components are dispatched promptly.
• Delay: we will tell you as soon as we know about a delay and give you a revised date. Where a delay is caused by events outside our control — customs action, carrier disruption, severe weather — we will keep you informed and pursue the carrier on your behalf.

Failed delivery

If a delivery cannot be completed because no one is available, access is unsuitable, or the address details are incorrect, the carrier may return the shipment to a local depot or to origin. Redelivery, storage and return costs in these circumstances are the responsibility of the recipient.

Questions

Message us on WhatsApp or email us before ordering if you are unsure about delivery to your destination, access at your address, or the documentation your destination requires.