Getting your pair to you.

Production time

Designs from the collection are painted to order in roughly 5-10 business days. Fully custom pieces take longer, because the artwork is agreed with you before painting begins; we confirm a timeline in writing when we quote.

If something is going to take longer than quoted — a paint delay, an illness, a pair that has to be repainted because we were not happy with it — we tell you as soon as we know.

Dispatch

Once the finish has cured, your pair is packed and dispatched within [1–2 business days]. You will receive an email with the carrier and a tracking number when the parcel leaves the studio.

Where we ship, and what it costs

Shipping is free on orders over [€X]. Transit times are the carrier’s estimates and are counted in business days from dispatch, not from the day you order.

Customs, duties and taxes

Orders delivered outside [Country]may attract import duty, VAT or a handling fee charged by your local customs authority. These are set by your country, are not included in the price you paid, and are the recipient’s responsibility.

We declare every parcel honestly at its full value. We cannot mark an order as a gift or understate it, and a refused parcel is treated as a return under the returns and refunds policy.

Addresses

Check your delivery address before you confirm the order. We can change it while the pair is still in production — email orders@reiyu.art with your order number. Once a parcel has been handed to the carrier the address cannot be changed, and a parcel returned to us because the address was wrong or nobody collected it can be resent at your cost.

Delayed, lost or damaged parcels

Carriers occasionally lose time, and very occasionally lose parcels. If tracking has not moved for seven business days, tell us and we will open an investigation with the carrier. Most parcels turn up; where one is confirmed lost, we repaint and resend your pair, or refund you in full if you prefer.

If a parcel arrives visibly damaged, photograph the packaging before you open it and send us the pictures within 14 days of delivery.