Shipping

Products are woven to order. The indicative production time is about 15 working days and is shown at checkout and in the order confirmation; carrier transit time is added to it, usually 1-3 working days in Italy, 3-7 to the rest of the EU and 5-12 outside the EU.

When the parcel ships you receive an email with the tracking number. In peak periods (holidays, promotions) times may be longer: if so, we flag it at checkout.

If, for reasons attributable to us, your order is not shipped within 30 days of payment (or within the different time shown at checkout before payment), you may ask us to deliver it within an appropriate additional period; if that is not met either, you may cancel the order and receive a full refund.

The shipping options available for your address, with cost and estimated time, are shown at checkout before payment. The cost depends on the destination country and the service chosen; when a free shipping threshold applies, you see it in the cart.

Shipments are handled by express and postal carriers through the Sendcloud platform. Delivery is made to the address in the order: check it carefully, because after dispatch it cannot always be changed.

We ship to Italy and to every country of the European Union. For some countries outside the Union shipping is enabled country by country; for the others you can leave your email in the cart and we will let you know when we open deliveries to your country.

The up-to-date list of served and on-request countries is at the bottom of this page. We do not ship to countries that are not on the list, and never to countries subject to international sanctions.

For deliveries outside the European Union (and to territories with a special customs status, such as the Canary Islands, Livigno or Campione d'Italia) prices exclude Italian VAT. Customs duties, local VAT and carrier clearance fees may be due on delivery.

For each country we say in the cart who pays these amounts. With "duties paid by the recipient" (DAP) the carrier asks you for them before delivery and the amount depends on your country's rules: we ask you to confirm you understand this before proceeding. With "duties included" (DDP) the price you pay at checkout already includes a surcharge covering import duties and taxes; if the carrier asks you to pay any duties or taxes, write to us and we will reimburse you.

On customs documents we state the product description, the customs code, the country of origin (Italy) and the value; the parcel may be opened for inspection.

If tracking has not moved for more than 5 working days, the parcel shows as delivered but you have not received it, or it arrives damaged, write to ordini@ordito.art with your order number. If the parcel arrives damaged, photograph the packaging and contents and write to us, ideally within 48 hours, keeping the packaging: it lets us open a claim with the carrier straight away. Reporting later does not affect your rights.

Until delivery, the risk of loss of or damage to the parcel is borne by us: if the parcel is lost or arrives damaged, we will remake the product or refund you.

If the parcel is not collected or cannot be delivered (for example because the address is wrong or incomplete), the carrier holds it for the period stated in its notice (usually a few working days), then returns it to us.

The product is personalised and cannot be resold: failing to collect it is not a withdrawal, which is excluded for these products (Article 59(1)(c) of the Italian Consumer Code), and does not entitle you to a refund. Once the parcel is back with us you can ask for a new shipment by writing to ordini@ordito.art; the cost of the new shipment is borne by you.

We keep the product for 60 days from the return of the parcel. If you do not ask for a new shipment within that period, the order is considered closed and the product is no longer available.