We want the work to reach you safely and with as little friction as possible. Every piece is packed by hand in our Dafen studio. Here is how shipping works on a trade order.
Delivery terms: duties included (DDP) or paid on arrival
Our prices cover the painting itself. Freight is not built into the piece price, and that is deliberate: what it costs depends entirely on where the work is going and how much of it there is, so a single number would be wrong for almost everybody. For most countries we deliver door to door, and you choose whether duties are included in the delivery quote (DDP) or paid by the recipient on arrival; where local customs rules need a different arrangement, the quote explains it. We compare express, air and sea through more than 200 logistics companies, and if you prefer, your own forwarder can collect from the studio. Either way we tell you the crate count and dimensions before you book anything.
Processing Time
Each piece is hand-painted to order, so it is not pulled from a shelf, it is created for your order. Allow 7 to 10 business days for 1 to 5 pieces, 10 to 15 for 6 to 20, 15 to 20 for 21 to 50, and about 20 for 51 up to about 1,400 when the project is booked at least one week ahead. Pieces 36 by 48 inches and larger, heavy palette-knife texture and multi-panel sets sit at the top of their band, because thick paint has to dry between layers, and oil takes longer still.
Texture-heavy pieces take a little more time, as they are built up in layers that need to dry between sessions, and larger or custom commissions may also take longer. Whatever the timeline, we keep you updated at every stage, so you’re never left wondering.
We Ship Only After You Approve
This is central to how we work. We share progress photos and ship your artwork only once you’ve approved the final piece. It’s how we make sure you love your art before it ever leaves our studio.
To keep things moving, give us the email address you actually watch. Most delays happen because an approval message goes unseen, so staying reachable is the single best way to keep your delivery date.
Delivery Time
We do not add a single cent to freight. We take your delivery address and postcode, find the best value carrier for that route, and pass the cost through at what it costs us. Where we book the freight, express shipments typically arrive within 5 to 10 business days via FedEx or DHL. We send tracking as soon as the consignment leaves the studio. Where your own forwarder collects, they hand you the tracking.
Larger pieces and certain destinations may require additional transit time. If that applies to your order we will tell you and confirm the details before anything is finalised.
Tracking Your Order
Chat on WhatsApp — usually an immediate reply. Email is also available, with replies usually within 12 hours.
When your artwork ships, we’ll email you a tracking number and a link to follow your delivery. If you haven’t received tracking within a few days of approving your piece, please check your spam folder, then reach out to us at support@palettemomento.com and we’ll resend it.
Packaging
Your artwork is packaged with great care to protect it in transit. Rolled canvases ship in sturdy protective tubes, while stretched and framed pieces ship in reinforced flat boxes with protective padding. If we book the freight, insurance can be included in the quote. If your forwarder collects, the goods travel under your own cover from our door.
Shipping Address
Please double-check that the delivery address you give us is complete and correct. We’re unable to take responsibility for orders sent to an incorrectly entered address, so if you spot a mistake, contact us as soon as possible and we’ll update it if your order hasn’t yet shipped.
Customs, Duties & Taxes
Customs fees, import duties and local taxes are set by the destination country and are paid by the buyer. For most countries you choose how: we include them in the delivery quote and handle them for you (DDP), or we quote freight only and the recipient pays them on arrival. Where a country’s customs rules need a different arrangement, or your own forwarder collects, the quote says who pays what before you confirm.
If Your Order Is Delayed or Hasn’t Arrived
Chat on WhatsApp — usually an immediate reply. Email is also available, with replies usually within 12 hours.
Occasionally, carriers experience delays beyond our control. If your tracking hasn’t updated, or your order hasn’t arrived within the expected timeframe, please contact us at support@palettemomento.com. If we booked the freight, we open the trace with the carrier ourselves. If your own forwarder collected, we give you the packing list, the crate dimensions and our dispatch records so they can trace it.
Checking the goods at collection
If your own forwarder collects, have them check the consignment against the packing list at collection. If what we handed over is wrong in any way, tell us within 5 working days of collection. Damage that happens in transit after that is a carrier claim, covered below.
Shipping Damage
If a piece arrives damaged, contact us within 7 days of delivery with photographs of the artwork and of the outer packaging, and keep the packaging. We help you make the claim with the carrier, using our packing photographs and the finished piece photographs you approved. Then we look at the damage with you and agree whether to repaint the piece or refund it. If the fault is ours rather than the carrier’s, we replace it at our cost. See our damage and replacement policy for the detail.
Questions?
Chat on WhatsApp — usually an immediate reply. Email is also available, with replies usually within 12 hours.
We’re always happy to help. Reach us anytime at support@palettemomento.com.