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 10 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.
- CTT Expresso Deliveries: In the specific case of shipments via CTT Expresso, if no one is at the address, a physical delivery notice will be left in your mailbox so that you can collect your order at the respective 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 at the post office) and the customer requests the reshipment of the goods (or the shipment of a new order), a fixed administrative and transport fee of €5.00 will be charged.
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. MANDATORY: Verification at the Time of Delivery
Despite all our surgical care in packaging, unforeseen and external incidents can occur during transit. We ask for your special attention to the following mandatory procedure:
- Open the packaging at the exact moment of delivery, in the direct presence of the carrier's courier.
- Ensure that the product is in perfect visual condition.
Note: DECOR-VASES will not be held responsible for breakages, damages, or shortages that occur or are claimed after the delivery and acceptance of the order in conformity by the customer.
8. How to Proceed in Case of Breakage During Transport
If you detect any anomaly or broken piece when opening the box in front of the courier, you have a strict period of 2 days (48 hours) after the delivery date to formally report the situation to us. Follow these mandatory steps:
- Send an email to our customer support team.
- Describe in detail the condition in which the packaging and the piece arrived.
- Attach clear and well-lit photographs of the damaged product, as well as the outer cardboard box and inner protections.
Resolution: DECOR-VASES will evaluate the issue immediately and inform you of the decision by email. If the evidence proves that the damage occurred before effective delivery to the customer, the product will be collected for repair or a brand new, identical product will be sent to you at no additional cost.