Shipping Policy

Thank you for choosing Or & Eau Atelier to bring original hand-painted art into your world. We are committed to delivering your chosen artwork safely, carefully, and on time. This policy outlines our shipping process, estimated delivery times, and other important details.

Shipping Destinations & Costs

Primary Markets: We currently primarily serve customers in the United States and Europe.

Shipping Cost: We offer free shipping to selected countries and regions. Where free shipping is not available, the applicable shipping cost will be displayed at checkout before you complete your purchase.

Unless expressly stated at checkout, import duties, taxes, customs fees, and other destination-country charges are not included and are the responsibility of the customer.

Delivery Timeframe

For ready-to-ship artworks, the estimated total delivery time is generally:

15–21 Business Days

For custom or made-to-order artworks, production time varies depending on the size, composition, complexity, framing requirements, and other specifications of the artwork.

Production Time: The estimated production time for custom artwork will be confirmed based on the complexity and requirements of your order.

Transit Time: Once shipped, international delivery typically takes approximately 5–10 business days, depending on the destination, customs clearance, and carrier.

Order Processing

Orders will begin processing as soon as reasonably possible after payment has been successfully confirmed.

You will receive an order confirmation email after completing your purchase.

For custom artworks, production will begin after the relevant artwork specifications have been confirmed.

The "Preview & Approval" Service

Before shipping a custom artwork, we will contact you by email or WhatsApp and provide photos and/or videos of your completed artwork.

You may review the artwork and request reasonable adjustments to colours or details based on the specifications previously agreed.

We will arrange shipment after you confirm the completed artwork.

Packaging and Handling

We follow careful packaging procedures to help ensure your artwork arrives safely:

Rolled Canvas (Ships in a Tube): The canvas is carefully rolled and placed in a strong protective tube or suitable reinforced packaging. This is commonly used for unframed and oversized artworks.

Small Framed/Stretched Art (Ships in a Box): Shipped flat in a sturdy, well-protected cardboard box with appropriate internal cushioning and protective materials.

Large Framed/Stretched Art (Ships in a Crate): Large or heavy framed artworks may be shipped in a custom-built protective wooden crate designed for international art transportation.

Customs, Duties & Insurance

Customs and Duties: International orders may be subject to import duties, VAT, taxes, customs-clearance charges, or other fees imposed by the destination country.

Unless the checkout page expressly states that duties and taxes are included, these charges are the responsibility of the customer.

Shipping Protection: We take appropriate measures to protect each artwork during international transportation and work with our shipping providers to address loss or damage that occurs during transit.

Insurance and Damage Claims

If your artwork arrives damaged, please contact us as soon as possible at qq9758450@gmail.com.

We recommend reporting visible transit damage within 48 hours of delivery.

Please provide:

• Photos of the damaged artwork

• Photos of the outer and inner packaging

• A photo of the shipping label

• Your order number

Our support team will review the issue and arrange an appropriate solution in accordance with our Return & Refund Policy.

Tracking Information

Once your order ships, you will receive an email containing your tracking number and carrier details where tracking is available.

You can use the tracking information provided to follow the progress of your shipment.

Returns and Exchanges

Please refer to our dedicated Return & Refund Policy page for detailed information regarding returns, damaged items, cancellations, and refunds.

Contact Information

If you have any questions about shipping, delivery, or handling, please contact our support team:

Customer Service Email: qq9758450@gmail.com

Company: HAO MING HAN LIN TRADING LIMITED
Trading as Or & Eau Atelier

Response Time: We aim to respond to inquiries within 1–2 business days.