ARLUNE COLLECTIVE · CUSTOMER POLICY
Our shipping policy explains how orders are processed, prepared, dispatched, transported, and delivered. Please review the information below before placing an order with ARLUNE COLLECTIVE.
Our Approach to Shipping
ARLUNE COLLECTIVE is an independent art and home décor destination focused on decorative wall art for considered interiors. Our collection includes refined statement pieces for living rooms, dining areas, entryways, hallways, sofa walls, and other spaces where artwork becomes part of the atmosphere.
Because artwork can vary in size, format, packaging requirements, destination, and availability, shipping conditions may differ from one order to another. This policy is intended to provide a clear framework for how we handle the delivery process while allowing for the practical differences involved in shipping larger decorative pieces.
The delivery address, recipient name, postal code, phone number, and other relevant information should be accurate at checkout. Incorrect or incomplete information may cause delays, additional carrier charges, or unsuccessful delivery.
1. Order Processing
Orders are processed after payment has been successfully received and the order information has been submitted through our online store. Processing includes order review, product preparation, packaging, and fulfillment arrangements.
Processing time is separate from transit time. Transit begins after the parcel has been dispatched and accepted into the carrier network. The time required to prepare an order may vary according to product availability, order volume, fulfillment requirements, weekends, public holidays, and other operational circumstances.
Some artwork may require additional preparation because of its dimensions, format, packaging requirements, or availability. If an unusual delay affects your order, we will make reasonable efforts to provide an update using the contact information associated with your purchase.
ARTWORK IN TRANSIT
Prepared With Care From the Beginning
We treat the preparation stage as an important part of the customer experience. Our objective is to ensure that every order is organized, protected, and ready for its journey before it leaves the fulfillment process.
2. Shipping & Transit Times
Shipping time refers to the period required for an order to travel from the fulfillment location to the delivery destination after dispatch. Actual transit times are influenced by destination, carrier schedules, transportation capacity, customs processing, weather, public holidays, and other factors.
Any estimated delivery timeframe displayed during checkout or communicated by ARLUNE COLLECTIVE is intended as an estimate rather than a guaranteed delivery date. A carrier may occasionally require additional time to complete a shipment.
| Stage | What It Means | Possible Factors |
|---|---|---|
| Order Processing | Your order is reviewed and prepared for fulfillment. | Availability, order volume, holidays, preparation requirements. |
| Dispatch | The parcel leaves the fulfillment process. | Carrier pickup schedules and operational capacity. |
| Transit | The parcel travels toward the destination. | Carrier network, weather, transportation conditions. |
| Final Delivery | The local delivery stage is completed. | Local carrier routes, address accuracy, recipient availability. |
3. Order Tracking
When tracking is available for your shipment, tracking information may be provided after dispatch. Please note that tracking information is generated and updated by the shipping carrier. There may be a short period between dispatch and the first tracking scan.
During international transportation, tracking events may appear less frequently while a shipment moves between facilities, countries, customs authorities, or transportation networks. A temporary lack of visible updates does not necessarily indicate that the parcel has stopped moving.
If your tracking information has not changed for an extended period beyond the estimated delivery window, please contact our support team with your order number so we can review the available information.
4. International Orders
ARLUNE COLLECTIVE may serve customers in multiple countries and regions. International shipments can involve additional transportation stages compared with domestic deliveries. These may include international carrier transfers, customs inspection, import processing, local carrier handling, and final-mile delivery.
Delivery times for international orders can therefore vary considerably. Customs authorities in the destination country operate independently from ARLUNE COLLECTIVE, and we cannot control the amount of time required for customs clearance.
Customers placing international orders are responsible for providing complete and accurate recipient information and for complying with applicable import requirements in the destination country.
5. Customs, Duties & Taxes
Depending on the destination, an international shipment may be subject to customs duties, import taxes, brokerage fees, handling charges, or other government-imposed costs. Such charges are determined by the destination country's authorities and are outside the control of ARLUNE COLLECTIVE.
Where applicable, customs duties and import-related charges are generally the responsibility of the recipient unless the checkout process specifically states otherwise.
Customs procedures may also require additional documentation or information from the recipient. Failure to respond to a customs request may result in a delayed, returned, or otherwise affected shipment.
6. Delivery Delays & Unsuccessful Delivery
Delivery may occasionally be delayed because of circumstances beyond our reasonable control. These can include severe weather, transportation disruption, customs inspection, public holidays, carrier network congestion, incorrect address details, local delivery restrictions, or other unforeseen events.
If a carrier attempts delivery but cannot complete it because the recipient is unavailable or the address information is incomplete, the carrier may hold the parcel, attempt another delivery, request additional instructions, or return the shipment according to its procedures.
If a parcel is returned because of incorrect address information, refusal of delivery, failure to collect the shipment, or similar circumstances attributable to the recipient, additional shipping arrangements may be required before another shipment can be made.
7. Changes to Shipping Information
Please carefully check your shipping address before completing checkout. If you notice an error after placing an order, contact us as soon as possible at service@arlunecollective.store.
We will make reasonable efforts to assist with an address correction before an order has been dispatched. However, once a parcel has entered the carrier network, we cannot guarantee that an address change, rerouting request, or cancellation will be possible.
8. Damaged Packages or Artwork
Please inspect your package when it arrives. If the outer packaging appears visibly damaged, we recommend taking clear photographs before opening the parcel whenever practical.
If the artwork itself appears damaged, please contact our customer service team as soon as reasonably possible and provide your order number together with clear photographs of the packaging and the affected item.
Photographs help us understand the condition of the parcel and determine the most appropriate next step. Please retain the original packaging until the matter has been reviewed.
Original packaging, labels, and photographs may be important when reviewing a shipping-related claim with the carrier or fulfillment team.
9. Items That Are Returned During Transit
If a shipment is returned to the fulfillment location by the carrier, we will review the available tracking information and the reason for return. Depending on the circumstances, we may contact the customer to confirm the shipping information before determining whether a replacement shipment or another resolution is appropriate.
A returned parcel does not automatically mean that the order has been cancelled. Customers should contact our team promptly if tracking indicates that a shipment is being returned.
10. Product-Specific Considerations
ARLUNE COLLECTIVE offers a range of decorative wall art, including vertical artwork, statement pieces, paired compositions, entryway designs, hallway artwork, botanical themes, abstract artwork, classic-inspired pieces, and larger decorative formats.
Because products may differ in size, shape, quantity, and packaging requirements, shipping arrangements can vary by product. Larger or multi-piece orders may require additional handling or transportation considerations.
Customers should review the product information available on each product page, including dimensions, format, quantity, and other specifications, before purchasing.
11. Order Cancellation & Shipping Status
If you need to request an order cancellation, please contact us as quickly as possible. Cancellation requests are easier to accommodate before an order enters fulfillment or dispatch.
Once an order has been prepared or shipped, cancellation may no longer be possible. In such circumstances, the applicable return or refund terms will determine what options may be available.
12. Questions About Shipping?
If you have questions about an existing shipment, please contact our customer service team with your order number, recipient name, and any relevant tracking information. Providing complete information helps us review your request more efficiently.
For general questions about delivery destinations, shipping arrangements, order preparation, or an issue encountered during transit, our team will be happy to review the available information and provide assistance.
We're Here to Help
Your artwork is an important part of your space, and we want the delivery experience to feel just as considered as the collection itself. If you need assistance with an order or shipment, please reach out to ARLUNE COLLECTIVE.
service@arlunecollective.store