Shipping policy
Majority of our products are made on order. Since your order is placed, we may need up to 10 working days (depending on the item; amount of orders) to produce your custom piece.
In case of make-to-stock products, all orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Shipping Rates and Estimates
Shipping fees depend on customers' country. In the table below you can find the fees that will be applied to your order.
|
Destination Country |
Couriers |
Estimated delivery time |
Price |
Free Shipping thresholds |
|
Italy |
Poste Italiane |
1 to 4 business days |
€6,00 |
€120,00 |
|
Europe |
DHL |
2 to 6 business days |
€15,00 |
€120,00 |
|
Outside Europe |
DHL |
2 to 6 business days |
€25,00 |
€150,00 |
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 15 days of receiving your shipping confirmation email, please contact us at kettenstudio@gmail.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 15 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at kettenstudio@gmail.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at kettenstudio@gmail.com. For more information you can also visit our Return Policy.