SHIPPING & RETURNS
Shipping & delivery
Our prices do not include delivery costs. All orders can be picked up at our store or shipped to all countries within the European Union.
In the UK. Please contact us at email@example.com for further information and shipping quote.
Worldwide shipping is available for all our pieces. Please request a shipping quote.
For furniture and other items international shipping is not available at this time.
Orders are processed Monday through Friday excluding national holidays. Most orders ship within 5 or 7 working days of purchase. However, shipping times may vary due to availability of merchandise. Orders will not be delivered on the weekends or national holidays. All orders include tracking number. We are not responsible for lost or stolen packages or packages delayed by DHL.
Once an order is placed we cannot make any changes or cancellations prior to shipping.
The shipping costs vary depending on the weight and on the shipping area.
For international purchases, we ship by DHL. They typically deliver within 4-15 days from leaving our warehouse, but we endeavour to send all orders by the quickest route. This international service includes tracking number.
Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Trenzar or delay due to any reasonable rescheduling of delivery.
Please call for expedited shipping options.
International and over-sized orders will incur an additional charge. Any applicable duties and taxes will be assessed upon delivery, to be paid by the order recipient for international purchases.
Shipping rates are calculated based on product weights. Large items, even if they are lightweight, incur higher shipping costs due to the volume of the shipping box. All furniture and breakable items are only shipped on a pallet.
International taxes & duties
Please note that custom fees and any taxes or duties associated with your purchase are the responsibility of the customer. These taxes and duties are not included in your purchase price. Please refer to your local postal office for rates or expected duties and taxes. Customs authorities require us to state the value of the item directly on the package. Delivery charges are calculated by volumetric weight, and are shown at the time of order.
General returns are not accepted, our policy is clear as we sell unique, exclusive and unrepeatable pieces.
As a small business we would be very grateful if you take careful consideration when purchasing our items online. .All items are unique pieces and artisanal in nature. They require careful packing and are extremely time consuming to expedite. Unlike large companies we are unable to accommodate a large number of returns so please be thoughtful and sure of your purchase before going ahead.
Only in case of wrong delivery, damaged or default products, you are entitled to return your purchase during a period of 10 calendar days, calculated from the day following the day on which you received the product from Trenzar.
During the above cancellation period, you have a duty to take reasonable care of the products and retain possession of them.
All returns must include proof of purchase in the form of a receipt of shipping slip.
If an item is received damaged please take pictures of the inside and outside of the box or pallet for our shippers as well as of the damaged item. Without these pictures we are unable to issue a refund.
Returns that do not meet our policy will not be accepted and will be sent back to the customer.
Within a period of 10 working days from the moment we received your package in our warehouse, the refund will be arranged.
The refund will be made through the same payment method used for the purchase and does not include shipping costs outgoing shipping costs or return shipping costs.
At this moment we are unable to accommodate in-store returns or exchanges for purchases made online. Online purchases can only be exchanged online via our returns link.
The character of our store, products and objects are unique handcrafted and exclusively conceived for the gallery. Handcrafted and handmade there will always be slight variations and imperfections due to the artisanal process and that is the charm of all our objects. No two objects are identical. Please keep this in mind before purchasing our pieces.
If your package is lost in transit, please email us right away at firstname.lastname@example.org and we will try our best to solve the issue. Please note that Trenzar is not responsible for lost or stolen items.
Gifts can be exchanged within 14 days of purchase only if accompanied by a proof of purchase. Please send an email within 48 hours email@example.com if you would like to exchange your gift.
Gift cards are non-returnable, and non-refundable.
We do create custom pieces to order so please send an email to firstname.lastname@example.org with your request and we will get back to you.
There are no returns or exchanges on custom made pieces.
All custom work is made to order and is not refundable or returnable under any circumstances.
In addition an order with a quantity of 20 or more is considered a special order and final sale. It will not be eligible for cancellations, returns, exchanges or refunds.