Shipping policy

MOSAÏRA — Shipping Policy

At MOSAÏRA, each piece is a unique work of artisan craftsmanship, individually hand-set with natural stone and encased in solid hardwood. To ensure your order reaches you in flawless condition, we handle every shipment with dedicated care.

1. Order Processing and Craftsmanship
Because of the artisanal nature of our pieces:
• Each order undergoes a rigorous multi-point quality check and custom protective packaging before dispatch.
• Order handling and preparation takes 2 to 4 business days.
• Orders are processed and dispatched Monday through Friday, excluding public holidays.

2. Exclusive Express Shipping & Delivery Window
We exclusively utilize trusted, fully tracked international express courier partners (such as DHL Express and FedEx) for all destinations:
• Estimated Delivery Window: 14 to 21 business days worldwide from the date of dispatch.
• This window allows adequate time for dedicated artisan handling, international air transit, and customs processing, ensuring your one-of-a-kind piece arrives safely.
• Shipping fees are calculated dynamically and displayed clearly at checkout before final payment.

3. Real-Time Shipment Tracking
• As soon as your piece is dispatched, you will receive an automated shipping confirmation email with an active tracking number and direct courier tracking link.
• Please allow up to 24–48 hours for the carrier's system to update initial tracking scans.

4. Customs, Duties, and Import Taxes
• International shipments may be subject to local import duties, customs taxes, and handling fees imposed by the destination country's authorities.
• Any applicable import fees or customs charges are the responsibility of the recipient. MOSAÏRA is not liable for administrative delays caused by local border customs clearance.

5. Transit Protection & Damaged Goods
Every MOSAÏRA piece is shipped in reinforced, museum-grade protective packaging. However, if transit damage occurs:
• Please inspect your package upon delivery and notify our team within 48 hours at support@mosaira.store.
• Include clear photos of the damaged item and the outer packaging, along with your order number.
• Upon prompt review, we will provide an immediate replacement piece or issue a 100% full refund to your original payment method.

6. Address Verification
• Please ensure all destination details, postal codes, and contact phone numbers are entered accurately during checkout.
• We are not liable for delayed shipments or failed deliveries resulting from incomplete or inaccurate addresses provided at purchase.

7. Contact Information
For any inquiries regarding your shipment status or custom delivery requests:
• Brand Name: MOSAÏRA
• Support Email: support@mosaira.store
• Official Store: https://mosaira.store