Shipping and delivery policy

What happens after you confirm an order

1. The reference and the details are confirmed in WhatsApp — style, colour, size, hardware, quantity, destination country, and any packaging you want.
2. We check the item against what was agreed. If the exact reference cannot be checked at that moment, we say so and offer the closest options rather than let an order sit on an assumption.
3. The piece is prepared and inspected. Stitching, hardware tone, lining, closures, and packaging are compared with the confirmation in your thread, using the same points as our bag quality inspection checklist.
4. You see the prepared piece before it is sealed. Photos are sent in the same WhatsApp thread, together with a short video whenever the detail you asked about is easier to judge in motion — a clasp, a strap attachment, the tone of the hardware beside your reference image. Nothing is packed for dispatch until you confirm.
5. The parcel is packed and handed to the carrier, and the dispatch reference appears in the thread.
6. The parcel travels, clears customs, and is delivered. Updates from the carrier side keep arriving in the same thread, so the order reference, the photos, and the tracking stay in one place.

Step four is the part worth holding us to. If you receive a parcel whose contents differ from the photos you approved, that difference is the starting point of a claim, and the returns and exchange policy sets out how one is raised.

How the carrier and the route are decided

Dispatch is handled through international courier and air-freight channels. Which one is used for your parcel depends on a short list of practical factors:

• The destination country, and how that route is currently running for parcels of this kind.
• Parcel size and weight — a boxed bag and a single small accessory do not travel the same way.
• Restrictions on what may travel on certain routes. If something in your order is restricted for your destination, you are told before dispatch rather than after.

Parcels move under a waybill, and the carrier's name is written on it. That reference is shared with you in the WhatsApp thread, so tracking details, the carrier, and the parcel contents stay together. Tracking depth varies by route: some carriers show door-to-door scans, while others stop updating at the point where the parcel changes hands in the destination country.

Reference transit windows

Every line below is a reference range drawn from normal operation. None of it is a commitment to a date. The only thing we can speak to with confidence is the dispatch reference, once the parcel is actually moving.

Reasons a parcel runs longer than the range

• Customs inspection, or a request for information or documentation from the recipient.
• National holidays and peak season on the route, including the weeks around major festivals.
• Weather, airport congestion, or a route that is temporarily suspended.
• An incomplete address, or a recipient who cannot be reached on the number given.
• Remote-area last-mile delivery, where the carrier may hand over to a local partner.

When one of these happens, the carrier's scan record is the only reliable source, and we will read it out for you in the thread rather than guess at an arrival date.

Duties, taxes, and customs

Import duty, VAT, and customs handling charges are set by the destination country, not by us. What is charged, how it is calculated, and whether it is collected on delivery all follow that country's rules and the practice of the carrier handling your parcel.

• We do not publish a fee schedule, because the amount changes by country, by item, and by route.
• We cannot promise that a parcel passes customs without inspection, and we advertise no clearance rate. Customs authorities decide what they inspect, on their own criteria.
• Shipments are declared with the information the carrier requires. Where customs asks the recipient for additional information or documents, we pass the request on in the thread and help you answer it.
• Where a charge is collected at delivery, it is settled with the carrier or the customs authority in the destination country, according to their process.

Address and contact details

A parcel reaches you faster when the label is right the first time. Please give us:

• The address in the format your local courier uses, including building name and floor as well as street.
• A phone number that can receive a call or a message from a courier in your country.
• A recipient name matching what the courier may ask for on delivery.
• Any handling instruction — hold at a depot, deliver to a business address, or avoid a time window — before dispatch.

If a parcel comes back because an address was incomplete, a recipient could not be reached, or delivery was refused, we will tell you what the carrier reported and discuss the options in the same thread. A second dispatch is arranged as a new shipment, so the destination details are confirmed again before anything moves.

When the parcel arrives

Look at the outside of the box before opening it, and film the parcel if anything looks damaged, so that the state of the packaging is on record. Open it in good light and compare the piece with the photos we sent before dispatch. If something is wrong, the returns and exchange policy explains what to send us and how the claim is handled.

What this page does not promise

• No guaranteed delivery date. Reference ranges describe what is typical; a carrier, customs office, or route disruption can move a parcel outside that range.
• No promise that a parcel clears customs without inspection, and no guarantee that no duty or tax will be charged.
• No control over the carrier's own transit or claim time frames.
• No statement about the availability or preparation time of a particular reference. That is confirmed in WhatsApp, item by item, because it changes week to week.

Checking on an order

Keep the WhatsApp thread that holds your order. Dispatch confirmation, the tracking reference, and any customs message from your side are all handled there, and a status check in the thread is faster than a page that cannot see the parcel. If you cannot find the thread, message us again with the order reference and the destination country so the parcel can be identified from the waybill. Other contact routes are listed on the contact page. How statuses are explained, and how the carrier's own lookup fits alongside the thread, is set out on the order tracking page.

Common shipping questions

How long does delivery take?

Once a parcel is moving, standard routes commonly take about one to three weeks, roughly 7 to 21 business days, to major destinations, with a few extra working days for customs release and last-mile delivery. That is a reference range, not a guarantee: customs, national holidays, peak season, and route disruption all sit outside the sender's control. We do not publish a promised arrival date.

Who pays import duty or tax?

Import duty, VAT, and customs handling charges are set by the destination country, not by us. What is charged, how it is calculated, and whether it is collected on delivery follow that country's rules and the practice of the carrier handling the parcel. We do not publish a fee schedule because it changes by country, by item, and by route.

Will I see the item before it is sent?

Yes. Photos of the prepared piece are shared in your WhatsApp thread before the parcel is sealed, and a short video is added when the detail you asked about is easier to judge in motion. Nothing is packed until you confirm. If you want a specific point recorded — strap drop, edge finish, hardware tone, packaging — raise it before preparation starts.

Can I choose how the parcel travels?

The route is chosen for the destination, the size and weight of the parcel, and what is currently running normally. If you have a requirement about how the parcel travels, raise it before dispatch and we will tell you what is possible for that destination instead of promising a channel that is not available there.