SHIPPING POLICY
Shipping Policy - Bel-Art
Last updated: November 13, 2024*
Shipping Methods & Timeframes
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### Within Belgium
- Standard Shipping (2-3 business days): €8-12
- Express Shipping (1-2 business days): €15-20
- Local pickup available at our Brussels studio: Free
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### European Union
- Standard Shipping (5-7 business days): €15-25
- Express Shipping (2-3 business days): €30-45
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### International Shipping
- Standard International (10-15 business days): €35-60
- Express International (5-7 business days): €70-100
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*Exact shipping costs will be calculated at checkout based on weight, dimensions, and destination.*
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## Packaging & Handling
We take exceptional care in packaging our handcrafted ceramics:
- Each piece is individually wrapped in bubble wrap and recycled paper
- Custom-sized boxes with reinforced corners
- Shock-absorbing packing materials
- "Fragile" labels on all packages
- Insurance included for all shipments
## Processing Time
- In-stock items: 1-2 business days
- Made-to-order items: 2-3 weeks + shipping time
- Orders are processed Monday through Friday, excluding Belgian holidays
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## Insurance & Tracking
- All shipments include tracking information
- Full insurance coverage included in shipping cost
- Tracking number provided via email once order ships
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## Customs & Import Duties
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For shipments outside the EU:
- Import duties, taxes, and customs fees are not included in the shipping cost
- Customers are responsible for all customs charges
- We accurately declare all items' values on customs forms
- Processing times may be extended due to customs clearance
## Damaged or Lost Items
1. Document any damage with photos upon receipt
2. Contact us within 48 hours of delivery
3. We will process replacement or refund within 5 business days
4. Return shipping for damaged items is covered by us
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## Environmental Commitment
- We use recycled and recyclable packaging materials
- Carbon offset shipping options available
- Minimal plastic packaging
- Eco-friendly void fill materials
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## Contact Information
For shipping inquiries:
- Email: serge@dmsl.be
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*Shipping policies are subject to change. Please check our website for the most current information.*
## Special Notes
- Large or multiple-piece orders may require custom shipping quotes
- We reserve the right to modify shipping methods for fragile items
- International shipping restrictions may apply to certain countries
RETURN & EXCHANGE POLICY
# Return & Exchange Policy - Bel-Art
*Last updated: November 13, 2024*
## Overview
We want you to be completely satisfied with your purchase. While we carefully pack each item, we understand that issues may arise or items might not meet your expectations.
## Return Eligibility
### Returnable Items
- Unused items in original condition
- Items with manufacturing defects
- Incorrect items received
- Items damaged during shipping (must be reported within 48 hours of delivery)
### Non-Returnable Items
- Custom or personalized pieces
- Made-to-order items (unless defective)
- Items marked as "Final Sale"
- Items damaged through customer use
- Items without original packaging
## Return Window
- 30 days from delivery date for standard purchases
- 48 hours to report shipping damage
- 7 days to report missing items or incorrect shipments
## Return Process
1. **Initiate Return**
- Contact us via email with your order number
- Include photos of the item(s)
- Describe the reason for return
- Wait for return authorization (RA) number
2. **Packaging Requirements**
- Use original packaging when possible
- Ensure adequate protection for fragile items
- Include RA number on package exterior
- Include original receipt or packing slip
3. **Shipping Guidelines**
- Customer pays return shipping unless item is defective
- We recommend insured shipping with tracking
- Ship to: [Studio Address]
- Include RA number on shipping label
## Refund Process
### Timeline
- Inspection period: 3-5 business days after receipt
- Refund processing: 2-3 business days
- Bank processing: 5-10 business days
### Refund Methods
- Original payment method
- Store credit (10% bonus if chosen)
- Bank transfer for international customers
## Exchanges
### Exchange Process
1. Request exchange authorization
2. Return original item
3. Once received, we'll ship replacement
4. Difference in price will be charged/refunded
### Exchange Shipping
- Free shipping on exchanges within Belgium
- Customer pays shipping for international exchanges
- Original shipping fees non-refundable
## Damaged Items
### Manufacturing Defects
- Full refund or replacement offered
- We cover return shipping
- Photo documentation required
### Shipping Damage
- Document damage immediately upon receipt
- Take photos of package and damaged items
- Contact us within 48 hours
- Keep all original packaging for claims
## Special Circumstances
### International Returns
- Customer responsible for return shipping
- Custom duties non-refundable
- Return shipping must be trackable
- Additional processing time may apply
### Sale Items
- Final sale items not returnable
- Seasonal sale items: 14-day return window
- Original receipt required
## Customer Service Contact
- Email: [email]
- Phone: [phone number]
- Response time: Within 24 business hours
- Business hours: Monday-Friday, 9:00-17:00 CET
## Additional Notes
- We reserve the right to refuse returns that don't meet our criteria
- Multiple returns from same customer may be subject to review
- Policy subject to change; current policy at time of purchase applies
- Gift returns will be refunded to gift giver unless store credit selected
*This policy is subject to change. Please check our website for the most current version.*