Shipping & Returns
We want every Kastori Art order to reach you safely and clearly. This policy explains how orders are prepared, shipped, delivered and how returns may be handled when an issue occurs.
Shipping and return conditions may vary depending on the product, destination, order type and applicable terms shown at the time of purchase. Please review the relevant product information before completing your order.
How We Prepare Your Order
Kastori Art products may be handmade, carefully prepared or sourced from individual makers. Orders are normally processed after successful payment confirmation.
Processing time may vary depending on product availability, handmade preparation, customization and the number of orders being handled.
- Orders are processed after payment confirmation.
- Handmade or customized products may require additional preparation time.
- Customers may be contacted if additional order information is required.
- Orders may be subject to availability at the time of processing.
Shipping & Delivery
Once an order is ready for dispatch, it may be handed over to an appropriate delivery or shipping partner.
Delivery time may vary depending on the destination, courier service, weather conditions, public holidays, transportation conditions and other circumstances outside the direct control of Kastori Art.
Customers are responsible for providing a complete and accurate delivery address, including applicable contact information.
Unexpected courier, weather, transportation or regional delays may affect the estimated delivery time.
Shipping Costs
Applicable shipping charges, if any, will depend on the order, destination, delivery method and terms displayed at the time of purchase.
Any applicable shipping cost should be reviewed before completing the order.
Lost, Delayed or Damaged Deliveries
If your order appears to be delayed, lost or arrives with visible damage, please contact Kastori Art as soon as reasonably possible.
Depending on the situation, we may request relevant information such as your Order ID, delivery details, photographs and packaging information to help investigate the issue.
- Order ID.
- Registered or billing email address.
- Photographs of damaged products.
- Photographs of shipping packaging where relevant.
- A clear description of the delivery issue.
When a Return May Be Considered
Returns may be considered depending on the product and the reason for the return. A return is not automatically guaranteed simply because a request has been submitted.
- Wrong product received.
- Product received damaged or defective.
- Product has a significant issue.
- Product substantially differs from the order.
- Change of mind where returns are not permitted.
- Damage caused after delivery by the customer.
- Normal handmade variations.
- Incorrect information supplied by the customer.
Handmade Product Considerations
Handmade products are individually created and may naturally contain small variations in colour, texture, shape, dimensions, pattern or finish.
These natural characteristics are not automatically considered defects and may form part of the individual character of a handmade product.
However, if you believe the item has a genuine defect, significant damage or is substantially different from what was ordered, please contact us so the matter can be reviewed.
How to Request a Return
Condition of Returned Products
Where a return is approved, customers may be required to keep the product in an appropriate condition and provide the relevant packaging or accessories where applicable.
Return requirements may differ depending on the type of product, reason for return and applicable purchase conditions.
Custom & Specially Made Products
Custom-made, personalized or specially prepared products may be subject to different cancellation and return conditions because they are created specifically according to customer requirements.
Customers should review the applicable conditions before confirming a custom order.
Refunds for Approved Returns
Where a return results in an approved refund, the refund will normally be processed according to the applicable Refund Policy and the conditions of the relevant order.
The time required for the refunded amount to appear may depend on the payment provider, bank or financial institution.
Changes to This Shipping & Returns Policy
Kastori Art may update this Shipping & Returns Policy when necessary to reflect changes in products, shipping arrangements, business practices or applicable requirements.
The latest version published on this page will apply to future transactions, subject to applicable law.
If you have a question about your delivery, return or order, contact our support team with your Order ID and a clear description of the issue.
Contact Support