Shipping & Delivery Policy

Last updated: August 9, 2026

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1. OVERVIEW AND SCOPE

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1.1. This Shipping and Delivery Policy governs the shipment, delivery, and handling of all orders placed through the tembo Craft DESIGN website at www.tembocraftdesign.com (the "Site").

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1.2. This policy forms an integral part of our general Terms & Conditions. By placing an order for physical products on our Site, you accept and agree to be bound by the terms outlined herein.

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1.3. B2B and Wholesale Transactions: Commercial purchases, bulk orders, hospitality partnerships, and wholesale shipments are governed separately by our dedicated B2B Terms & Conditions. In the event of any conflict between this Shipping and Delivery Policy and our B2B Terms & Condition regarding commercial orders, the B2B Terms & Condition shall take precedence.

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2. HANDCRAFTED NATURE & PRODUCTION LEAD TIMES

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2.1. Artisanal Production: All products offered by tembo Craft DESIGN are individually handcrafted ceramics and porcelain pieces. Production times may vary depending on item availability and manufacturing cycles.

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2.2. In-Stock Items: Orders containing ready-to-ship products are processed and dispatched within 2 to 5 business days following full payment verification.

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2.3. Made-to-Order & Custom Items: Products marked as "Made-to-Order", "Pre-Order", or custom studio commissions require individual production, drying, glazing, and high-firing processes. Estimated production lead times (typically 2 to 4 weeks) are specified on the respective product page. Shipments containing made-to-order items will be dispatched once all items in the order are fully crafted and quality-inspected.

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3. SHIPPING DESTINATIONS AND REGIONAL ESTIMATES

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3.1. Carrier Partners: We dispatch orders using standard and express postal networks (such as Magyar Posta and its international postal partners) as well as premium commercial courier services (e.g., DPD, DHL, FedEx), depending on the destination and shipping tier selected at checkout.

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3.2. Estimated Transit Times: Transit times depend on the destination country, customs processing, and the carrier service selected. Below are general estimated transit timeframes following dispatch:

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Hungary (Domestic): 1–3 Business Days

European Union (EU): 3–7 Business Days

Non-EU Europe (UK, Switzerland, Norway, etc.): 5–10 Business Days

North America (USA & Canada): 7–14 Business Days

Rest of the World: 10–21 Business Days

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3.3. Please note: Transit times are estimates provided by logistics partners and are not guaranteed. Delays caused by customs clearance, extreme weather, or regional postal disruptions are beyond our direct control.

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4. SHIPPING RATES & CALCULATIONS

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4.1. Shipping costs are calculated dynamically at checkout based on the total weight, volume, destination country, and selected shipping tier of your order.

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4.2. Exact shipping fees will be fully displayed in the checkout summary prior to payment completion.

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5. FRAGILE PACKAGING GUARANTEE

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5.1. Due to the delicate and high-fired nature of handcrafted porcelain and ceramics, we utilize specialized, heavy-duty, and eco-friendly protective packaging materials designed to absorb shock during transit.

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5.2. Every item is individually wrapped, boxed, and secured in compliance with international fragile cargo transport standards.

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6. ORDER TRACKING & DELIVERY CONFIRMATION

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6.1. Upon dispatch, you will receive an automated shipping confirmation email containing a direct tracking link and courier details.

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6.2. You are responsible for monitoring the progress of your shipment using the tracking information provided and ensuring someone is available to receive or collect the parcel upon delivery attempt.

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7. CUSTOMS, DUTIES, AND IMPORT TAXES (NON-EU SHIPMENTS)

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7.1. European Union Orders: Orders delivered within the European Union are subject to standard EU VAT regulations and will not incur additional customs duties upon arrival.

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7.2. International Orders (Outside the EU): Shipments to destinations outside the European Union (including the United Kingdom, Switzerland, the United States, and worldwide) are shipped on a DAP (Delivered At Place) / DDU (Delivered Duty Unpaid) basis.

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7.3. Customer Responsibility: Any import duties, clearance fees, sales taxes, or administrative tariffs levied by the destination country’s customs authority are the sole responsibility of the customer. tembo Craft DESIGN has no control over these government-imposed charges and cannot predict their exact amounts.

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7.4. Refused Shipments: If a shipment is refused or unclaimed due to unpaid customs duties or local tax obligations, the parcel will be returned to our studio. In such cases, the customer remains responsible for all original shipping costs, return freight charges, and applicable customs clearance fees, which will be deducted from any eligible refund in accordance with our Return Policy.

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8. TRANSIT DAMAGE, LOSSES, AND BREAKAGE CLAIMS

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Despite our rigorous packaging protocols, ceramic items can occasionally suffer damage during international transit.

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8.1. Reporting Broken Items: You must inspect your package immediately upon delivery. If your ceramics arrive damaged or broken:

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8.1.1. Contact our support team within 48 hours of delivery at info@tembocraftdesign.com.

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8.1.2. Provide your Order Number and attach clear, high-resolution photographs showing:

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8.1.2.1. The damaged ceramic item;

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8.1.2.2. The original interior packaging materials; and

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8.1.2.3. The outer shipping box, including the visible carrier shipping label.

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8.2. Resolution: Once verified, we will arrange for a replacement item to be shipped at no extra cost or issue a refund for the damaged item in accordance with our Terms & Conditions and our Return Policy.

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8.3. Lost Parcels: If your tracking status shows no movement for more than 14 business days, or if the carrier marks the parcel as lost, please contact us immediately so we can initiate a formal trace investigation with the courier.

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9. INCORRECT ADDRESSES AND UNDELIVERABLE PACKAGES

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9.1. Customers are strictly responsible for providing complete, accurate delivery addresses, correct contact phone numbers, and recipient names at checkout.

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9.2. tembo Craft DESIGN shall not be held liable for delayed or lost shipments resulting from incorrect, incomplete, or outdated address details provided by the buyer.

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9.3. If a parcel is returned to our studio due to an incorrect address, failed delivery attempts, or failure to collect from a local postal depot, the customer will be required to cover the costs of re-dispatch before the items are reshipped.

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10. B2B, WHOLESALE AND FREIGHT SHIPMENTS

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10.1. Palletized deliveries, commercial bulk orders, and custom B2B production shipments are subject to specialized transport agreements, Incoterms (DAP), and custom freight billing as stipulated in our B2B Terms & Conditions.

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10.2. Commercial partners are advised to inspect freight deliveries at the point of handoff and note any visible outer box damage directly on the courier’s bill of lading (CMR/Waybill).

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11. FORCE MAJEURE AND EXTERNAL DELAYS

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As detailed in our general Terms & Conditions, tembo Craft DESIGN shall not be held legally liable or responsible for shipment delays, transit failures, or loss of goods caused by events beyond our reasonable control (Force Majeure). These events include, but are not limited to, severe weather conditions, acts of God, global supply chain disruptions, port congestions, postal strikes, government restrictions, or carrier operational failures.

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12. CONTACT INFORMATION

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If you have any questions regarding your shipment status, shipping rates, or international delivery options, please contact our studio:​

• Email: info@tembocraftdesign.com

• Customer Support Hours: Monday – Friday, 10:00 – 16:00 CET