Versand

Rescene Studio — Shipping & Returns Policy

Last updated: 11/10/2025

Quick summary

  • Processing / handcrafting time: typically 5-9 business days (Mon–Fri, excluding public holidays). See §1.
  • Delivery time: 8–14 business days for standard shipping under normal conditions. See §2.
  • Tracking: A tracking link is emailed when your order ships. See §5.
  • Returns: Not accepted because all products are handmade (see §8), except where mandatory consumer laws apply (see §13).
  • EU/EEA: Unless EU VAT is collected at checkout (IOSS), VAT and any applicable duties & carrier fees are payable by the recipient before delivery. See §6A.

1) Order Processing & Handmade Nature

  • All pieces are handmade; minor variations in color, pattern, or finish are natural and not defects.
  • Administrative order processing: orders are processed within 1–3 business days after payment clears (Mon–Fri, excluding public holidays). Orders placed after 12:00 (warehouse local time) are treated as next‑business‑day orders.
  • Production/handcrafting time: typically 5-9 business days prior to dispatch. Actual times can vary by design and volume.

2) Shipping Timeframes & Methods

  • Standard shipping: estimated 8–14 business days from dispatch to delivery under normal conditions.
  • Peak seasons, severe weather, customs inspections, and carrier network constraints can extend delivery times. We will share updates if we become aware of material delays.
  • Expedited options may appear at checkout where available.

3) Shipping Rates

  • Rates are calculated at checkout based on destination and order weight/volume.
  • Any free‑shipping promotions apply to the merchandise subtotal after discounts unless otherwise stated.

4) Order Changes & Cancellations

  • We can attempt to modify or cancel an order within 12 hours of purchase and before it ships.
  • After dispatch, changes (including address edits) are no longer possible.

5) Tracking & Delivery

  • A tracking link will be emailed once your order ships.
  • Please ensure someone is available to receive the package. If a shipment shows Delivered but cannot be located, check with household members, neighbors, and your local post office first.

6) Customs, Duties & Taxes (International Orders)

  • Import duties, taxes, and brokerage/clearance fees may be charged by your local customs authority and are the recipient’s responsibility.
  • We cannot mark orders as gifts or alter declared values.

6A) EU/EEA Orders — VAT, Duties & Carrier Fees (DAP/DDU)

Default terms (unless expressly stated at checkout that EU VAT has been collected): We ship to EU/EEA on Delivered At Place (DAP, also known as DDU) terms. This means EU VAT and any applicable customs duties and carrier clearance/disbursement fees are not included in the checkout price and must be paid by the recipient (importer of record) before the parcel is released for delivery. Customs and/or the carrier may hold the parcel until these amounts are paid.

What you may need to pay (set by local authorities/carriers):

  • VAT: Payable on virtually all goods imported into the EU; the rate depends on the destination country.
  • Customs duties: May apply when a consignment’s customs value is typically above €150; category‑specific or excise duties may also apply where relevant.
  • Carrier administration/disbursement fee: Couriers (e.g., DHL, UPS) may advance import VAT/duties to customs on your behalf and invoice you a disbursement/advance‑payment or clearance fee in addition to the taxes/duties. These fees are payable to the carrier and are separate from amounts paid to us at checkout.

If we collect EU VAT at checkout (IOSS): For eligible consignments (generally up to €150), we may collect EU VAT at checkout under the Import One‑Stop Shop (IOSS). When VAT is collected at checkout, no additional VAT should be charged on delivery. Customs may still verify shipments, and customs duties may still apply where legally due. We will indicate at checkout if EU VAT has been collected.

If import charges are not paid: If VAT/duties and any carrier fees are not paid by the carrier or customs deadline, the parcel may be held, returned, or otherwise handled per carrier/customs procedures. Because items are handmade, refused/abandoned parcels are not eligible for a refund (see §8). Where permitted and if the item is returned to us, we can reship after we receive it back and you pay any additional postage and carrier charges (see §7).

Important: Amounts and processes are set by your national customs authority and/or carrier; we cannot quote or control them. For guidance, please contact your customs office or the carrier named in your tracking notice.

7) Failed Delivery / Returned to Sender

  • If a parcel is returned due to incorrect/incomplete address, unclaimed delivery, or refusal, we can reship upon payment of additional postage to the original or an updated address where permitted. Refunds are not available in these scenarios because items are handmade (see §8).
  • If the carrier confirms a service error, we will provide a remedy per §10.
  • EU/EEA shipments: When import VAT/duties are unpaid, carriers or customs may not guarantee return‑to‑sender. Refused/abandoned parcels are not eligible for a refund; if a parcel is returned to us, reshipment can be arranged per the terms above.

8) Returns — No Returns Under Any Circumstance (Handmade Items)

Because every item is handmade, we do not accept returns under any circumstance, including but not limited to: change of mind, size/color preference, ordering the wrong item, delays within carrier/service estimates, or minor variations inherent to handmade production.

This section applies to all categories, including personalized/custom pieces, sale items, gift cards, and digital products.

Note: Nothing in this policy limits rights you may have under mandatory consumer laws. See §13 Regional Consumer Notices for jurisdiction‑specific rights that may apply.

9) Issues on Arrival (Damaged/Defective/Incorrect)

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at support@rescenestudio.com with:

  • Your order number,
  • A description of the issue, and
  • Clear photos of the outer box, shipping label, internal packaging, and the item.

After verification, we will provide an appropriate remedy—repair, replacement, or refund—at our discretion and in accordance with applicable law. Shipping charges are non‑refundable unless required by law. Minor handmade variations do not qualify as defects.

10) Lost Packages

If tracking shows no movement for 15 business days after dispatch (or the carrier confirms loss), contact us so we can open an investigation. Resolutions may include reshipment or refund depending on carrier confirmation.

11) Pre‑Orders & Backorders

Estimated ship dates for pre‑orders/backorders are shown on the product page and may change due to production or logistics factors. We will notify you of material updates.

12) Contact

For order assistance, email support@rescenestudio.com. Please include your order number in the subject line for faster support.

13) Regional Consumer Notices (Statutory Rights)

A) EU/EEA & UK Consumers — 14‑Day Right to Cancel (Non‑Customised Goods)

For non‑customised goods, you have a statutory right to cancel your order within 14 days from the day you receive the goods, without giving any reason, and obtain a refund in accordance with applicable law. This right does not apply to goods made to your specifications or clearly personalised.

To exercise your right, email support@rescenestudio.com with your order number within the 14‑day period. You are responsible for return shipping costs unless otherwise required by law. We may make a reasonable deduction for any loss in value resulting from handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. Refunds will be processed within the statutory timeframe after we receive the goods or acceptable proof of return shipment.

B) US Customers — Shipping Delay Compliance

If we cannot ship within the stated time, we will contact you to either obtain your consent to a new shipping date or issue a prompt refund for any unshipped merchandise, as required by applicable law.

C) Australia — Australian Consumer Law (ACL)

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to choose a replacement or refund; for minor failures, you are entitled to a repair within a reasonable time. Remedies are provided at no cost to you as required by law.

Legal note: This policy applies to the fullest extent permitted by applicable consumer law in your jurisdiction. Where local law grants additional rights (e.g., cancellation rights for non‑customised goods in EU/UK, shipping‑delay rules in the US, ACL remedies in Australia), those rights will be honored.