Shipping policy

Shipping Policy

1. Where We Ship

We ship worldwide. Available destinations and shipping options will be shown at checkout.

2. Processing Time

In-stock items are typically dispatched within 1–3 business days, excluding weekends and public holidays.

For pre-orders and made-to-order pieces, the expected dispatch window will be confirmed with you before your order is placed.

3. Shipping Fees & Options

All shipping fees: standard or express, where available, are calculated and displayed before you complete your payment. Any optional upgrades, such as express shipping, are only charged if you actively select them.

4. Delivery Time

Unless a different delivery timeframe has been agreed upon (for example, for pre-orders), we aim to deliver without unnecessary delay and no later than 30 days from your order date.

If a delivery is delayed:

• You may request that we deliver within an additional reasonable timeframe.
• If delivery still doesn't happen within that period, you may cancel the order and receive a full refund.

5. Tracking

Where tracking is available, you'll receive a tracking link by email once your parcel has been dispatched.

6. Risk of Loss or Damage

For shipments arranged by us, we are responsible for your order until it is physically received by you or someone you have nominated.

Exception: If you arrange your own carrier — one that we did not offer as a delivery option — the risk transfers to you once the goods are handed to that carrier.

For return shipments, the package remains your responsibility until it reaches us. We strongly recommend using a tracked and insured service.

7. Customs, VAT & Import Duties

Within the EU: No import customs formalities typically apply within the EU single market.

Outside the EU: Import VAT, duties, and handling or clearance fees may apply depending on the shipment value and the regulations of your local tax authority. These charges are set by customs authorities and are beyond our control. Customers are responsible for any applicable import fees upon delivery.

8. Address Accuracy & Failed Delivery

Please make sure your delivery address is complete and correct. If a parcel is returned to us due to an incorrect or incomplete address or unsuccessful delivery attempts, we can either reship it at your cost or issue a refund in line with your return and withdrawal rights. Please note that original shipping fees may not be refundable depending on the circumstances.

9. Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or not as described, please get in touch with us as soon as possible and include clear photos of:

• The outer packaging
• The shipping label
• The item(s) and any visible damage

This helps us raise a carrier claim and resolve the issue promptly. Your statutory rights remain fully intact. The risk rules outlined in Section 6 apply.

10. Contact

For any shipping-related questions, feel free to reach out to us at info@thechainology.com