Order Processing Time: All orders are processed in the order they are received. Estimated and planned production times are provided in good faith based on the best information available at the time of communication. However, these estimates are not legally binding and may be subject to change due to factors beyond our control. We will make reasonable efforts to meet the estimated timelines, but we cannot guarantee them. After production has completed, the items are quality checked, and packed within 1–3 business days. We use multiple couriers to ensure the best possible service for our customers.
Shipping Charges: All applicable shipping charges will be calculated and clearly displayed at checkout before you confirm and pay for your order. Delivery Estimates: Delivery times include order processing plus transit time as specified by the chosen courier.
Delivered Duty Unpaid (DDU): For orders shipped outside Europe, our shipments are sent on a DDU (Delivered Duty Unpaid) basis. This means:
The recipient is responsible for any import duties, taxes, or customs charges imposed by the destination country. These charges vary by country, and we cannot estimate or include them at checkout. You are required to pay these amounts directly to the customs authorities upon delivery, if applicable.
Tracking Information: As soon as your order is dispatched, you will receive a shipping confirmation email with your unique tracking number from the courier handling your shipment.
Restricted Items: Certain items may be restricted or prohibited from shipping to specific destinations due to local laws or our shipping partners' regulations. If your order contains a restricted item, we reserve the right to cancel and fully refund your order. We will inform you promptly in such cases.
Risk Transfer: Responsibility for your order passes to you only when the package is delivered to your specified address and signed for, where applicable. Damaged or Lost Packages: If your order is lost or arrives damaged, you must notify us within 7 days of the stated or actual delivery date. Action Steps: Please take photos of damaged goods and packaging immediately and retain all original packaging. Contact us at info@chromatron.art, quoting your order number and describing the issue. Resolution: We will liaise with the relevant courier to resolve the issue, and if loss or damage is confirmed, will arrange for a replacement product or a full refund, at no extra cost to you. We handle all claims and communications with the courier. Your Cooperation: In case of claim investigation, you may be required to provide photographs, proof of damage, proof of delivery, or other supporting materials. Exclusions:
We are not responsible for packages shipped to addresses that were incorrectly provided or incomplete. If the recipient is unavailable at delivery, or refuses delivery, and the item is returned to us, additional re-shipping fees may apply. We are not liable for delays or delivery failures due to force majeure, including but not limited to extreme weather, war, strikes, or other circumstances beyond our reasonable control.
Customs Clearance: Additional time may be required for customs clearance on international shipments. We cannot influence or expedite this process. Your Responsibility: If customs authorities return or destroy the shipment due to unpaid duties, refusal, or other issues not caused by our error, shipping costs and any associated fees are non-refundable.
Custom-Made Products: Our products are made to your specific requirements and are therefore non-returnable and non-refundable unless there is a defect or error on our part. This is in accordance with Dutch law, which exempts custom-made products from the right of withdrawal.