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: EXW our Shenzhen studio
Our prices are EXW our Shenzhen studio. 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. You can have your own forwarder collect, or ask us to arrange it and we will quote express, air or sea separately. Either way we tell you the crate count and dimensions before you book anything, and for volume orders rolled canvas is by far the cheapest way to move the work.
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 20 to 30 for 51 to 100. Pieces 36 by 48 inches and larger, heavy palette-knife texture and multi-panel sets sit at the top of their band, because oil needs drying time between layers.
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
For international orders, any customs fees, import duties, or local taxes are set by the destination country and are the responsibility of the recipient. These charges are not included in your order total and are outside our control. If you’re unsure whether duties may apply in your country, we recommend checking with your local customs office before ordering.
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
Have your forwarder 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. Because prices are EXW, a transit claim is settled by whoever carried the goods, and we supply our packing photographs and the finished piece photographs you approved so the claim can be made. We can put a repaint into the next production run. 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.