Delivery and returns

Delivery in Ukraine

Choose an available Nova Post or Ukrposhta option at checkout and check the destination and recipient details. Ready-made pieces are dispatched within 3 days after confirmation and agreement on payment. Individual pieces take 2–4 weeks to make, with details agreed before work begins. These are dispatch or production periods, not a promise of arrival within that time.

The recipient pays the carrier’s delivery charge separately. Cash on delivery also involves the carrier’s transfer fee. Transit time, availability of a destination and the charge depend on the carrier, parcel and route. If a parcel cannot be collected, contact us so we can agree on cancellation or redelivery and any applicable costs without limiting your statutory rights.

Payment methods

Available payment methods appear at checkout: online through mono, on receipt or by bank transfer (IBAN). For bank transfer, provide an email address at checkout; after confirming availability, we send the bank details and payment reference. The transfer may take 1–3 days, and we begin preparing the order for dispatch once the funds arrive. Delivery is paid separately to the carrier; cash on delivery also carries a transfer fee.

If you are abroad

Online checkout currently supports delivery within Ukraine. For another country, contact the maker before ordering. We must first confirm that delivery is possible and agree on the carrier, full price, payment, timing, import charges and return arrangements. International delivery is not automatically included in an online order.

Commercial parcels must be declared according to their actual contents and value. We do not promise exemption from customs duty or tax, and do not describe a paid purchase as a gift. Country-specific charges and who pays them must be clarified before payment.

Changing your mind

For an ordinary online purchase, you may notify us that you are withdrawing from the contract within 14 days of receiving the piece, subject to the applicable statutory rules. If legally required information or confirmation was not provided, the law may allow a longer period. Email us with your order number and the piece you wish to return; we will explain where and how to send it.

Keep the piece in its original condition and package it safely for the return. Opening packaging and inspecting the piece do not by themselves remove the right to withdraw. Proof of purchase may be electronic. Photos can help us understand a problem, but a video of unpacking is not a mandatory condition for a lawful claim.

Refunds and reimbursement of return expenses follow the legal basis of the request. For withdrawal from a distance contract, we refund the payment and reimburse the return costs required by law within the statutory period, no later than 30 days after notification. Other exchange or defect remedies may have shorter deadlines. We do not impose a fixed restocking fee or require shop credit instead of a refund due.

Individual pieces and defects

The statutory withdrawal exception may apply to a truly personalized piece that cannot be sold to someone else, or could only be sold at a substantial loss. We explain any applicable exception before agreeing on that order. Being handmade or made after ordering does not automatically make every piece non-returnable. Rights relating to defects and a mismatch with the agreed design remain.

If a piece arrives damaged, has a defect or does not match your order, contact us as soon as you notice it. Keep the packaging if possible and record carrier damage when collecting the parcel; this helps with the carrier claim but does not replace or restrict your rights against the seller. We will arrange the remedy required by law, including repair, replacement, a price reduction or refund where applicable.