Shipping policy

Shipping Policy

1. Shipping Origin

All orders are shipped from:

HESKXA STUDIO
Put Kave 11
21212 Kaštel Sućurac
Croatia

2. Processing Time

  • Each piece is handmade; ready-made items usually ship within 3–7 business days.

  • For made-to-order pieces, processing times will be shown on the product page or in your order confirmation.

  • We do not ship on weekends or Croatian public holidays.

3. Shipping Destinations

  • We currently ship from Croatia to the countries listed at checkout.

  • If your country is not available at checkout, please contact us at heskxastudio@gmail.com to check possibilities and costs.

4. Carriers and Services

  • Orders are typically shipped via Hrvatska Pošta and/or DHL, or equivalent services, depending on your location and chosen shipping option.

  • Tracking details (where available) will be emailed to you once your order is dispatched.

5. Shipping Costs

  • Shipping costs are calculated at checkout based on destination, weight, and shipping method.

  • Any additional customs duties, import taxes, or handling fees charged by your country are your responsibility and are not included in our prices or shipping fees.

6. Delivery Times

  • Estimated delivery times, shown at checkout, are indicative only and may vary due to carrier delays, customs, or local delivery conditions.

  • We are not responsible for delays caused by carriers, customs processes, or events outside our control (weather, strikes, holidays, etc.).

7. Customs, Duties and Taxes

For orders shipped outside Croatia:

  • Your order may be subject to customs duties, VAT, or import fees once it reaches your country.

  • These charges are the responsibility of the recipient and are not refundable by us if you return the item, unless local law requires otherwise.

8. Address Accuracy and Undeliverable Shipments

  • Please ensure your delivery address is complete and accurate.

  • If a package is returned to us due to an incorrect address, refusal, or failure to collect, we can:

    • Resend it once shipping costs are paid again by you, or

    • Refund the item price minus original shipping costs (if the item arrives back in perfect condition).

9. Lost, Stolen, or Delayed Packages

  • Once handed over to the carrier, risk passes to you, but we will help you contact the carrier if there are issues.

  • If tracking shows a package as delivered but you cannot find it, please first check with your household/neighbors and your local post office or delivery depot, then contact us.

10. Damaged Shipments

  • We pack carefully with double boxing, foam, and “fragile” labels, but if your order arrives damaged, please follow the steps in our Returns & Exchanges Policy (damaged during shipping section).

  • In confirmed shipping-damage cases, we provide a prepaid return label and send a replacement at our cost, or issue a refund if a replacement is not possible.

11. Contact

If you have questions about shipping, email us at heskxastudio@gmail.com and include your order number.

Last updated: 10 March 2026