At DECOR-VASES, we ship our exclusive ceramic pieces to almost every country in the world. We have developed a transparent shipping and return policy so you can buy with total peace of mind, knowing exactly how your piece travels and how it is protected.
1. Delivery Timeframes, Schedules, and Conditions
- Delivery Timeframes: The estimated transit time varies between 2 and 5 business days, depending strictly on the destination country of the order.
- Distribution Schedules: Deliveries are made from Monday to Friday, between 8:00 AM and 7:00 PM, at the delivery address indicated at the time of purchase.
- Important Notice: Deliveries are not made on weekends or public holidays, and it is not possible to schedule a specific delivery hour. Timeframes are indicative and assume the absence of physical or structural impediments beyond our operation (such as incorrect addresses, absent recipients, or force majeure setbacks).
2. How to Track Your Order (Tracking)
As soon as your order leaves our fulfillment and logistics centre, you will automatically receive an email with the respective tracking code. With this code, you can monitor the status and exact location of your shipment in real time directly on the chosen carrier's website. If you encounter any difficulty with tracking, our customer support team is ready to intervene immediately.
3. Delivery Impossibility and Reshipments
- Delivery Attempts: If the carrier cannot complete the delivery due to the recipient's absence, they will make a new attempt on the next business day or contact you directly to schedule a new delivery. If delivery is not possible, a notice may be left so that you can collect your order at the collection point or post office in your area.
- Reshipment Fee: When an order is returned to the DECOR-VASES facilities due to the exclusive responsibility of the customer (e.g., incorrect address entry, refusal of delivery, or failure to collect within the legal timeframe) and the customer requests the reshipment of the goods (or the shipment of a new order), the cost of a new shipment will be charged, plus a shipping/reprocessing fee of €5.00.
4. Large Volume Orders (Over 30 kg)
For orders where the total accumulated weight exceeds 30 kilos, we kindly request that you contact our customer support team in advance through our contact form, so we can design a personalized and financially optimized quotation and transport route.
5. Customs and Import Duties (Outside the European Union)
Orders placed by customers destined for countries outside the European Union space may be subject to customs duties, import taxes, or fees applied by the local customs authorities of the destination country. These values are not and cannot be included in our online store's sales prices or the shipping costs charged, being the sole financial responsibility of the customer. We strongly recommend that you check with your country's customs authorities before completing your purchase on decor-vases.com.
6. Our Commitment to Packaging
We know that ceramics are a fragile art that requires extreme care. Therefore, every shipment is handled with the utmost technical rigour: boxes are properly adjusted and items are protected with high-resistance materials, specifically developed to absorb impacts and ensure that the pieces travel in total safety.
7. Delivery inspection
Although we pack each piece with the utmost care, incidents may occur during transport beyond our control. To help you quickly, we recommend:
- Check the packaging as soon as you receive the order.
- Whenever possible, open the box in the presence of the courier and confirm that the piece is intact.
- If you notice visible damage to the packaging, ask the courier to record the issue.
Damage or missing items reported after the order has been accepted in good condition, without proper record or proof at the appropriate time, may be difficult to assess. If in doubt, we are here to guide you.
8. How to proceed in case of breakage during transport
If you find a broken or damaged piece when opening your order, please contact us within a maximum of 48 hours of receipt so we can handle the case promptly.
How to report:
- Send an email to info@decor-vases.com.
- In the subject line, write: Transport damage – Order #[number].
- Describe what happened and include your order number.
- Attach clear photos of the damaged piece, the outer box and the inner protective materials.
Resolution: We will review the case and reply by email within a maximum of 8 days. If the evidence confirms that the damage occurred during transport, we will send you a new identical piece at no extra cost.
Our goal is to resolve the situation as simply and quickly as possible.