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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

​

### 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

​

*Exact shipping costs will be calculated at checkout based on weight, dimensions, and destination.*

​

## 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

​

## Contact Information

For shipping inquiries:

- Email: serge@dmsl.be

​

*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.*

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