Shipping policy

Thank you for supporting my art. Fine art paper prints and canvas prints are produced and shipped through Gelato, while original artworks, limited edition prints and sticker packs are personally packed and shipped from my studio in Switzerland.

Shipping Destinations and Rates

Shipping availability depends on the product, size, quantity and delivery destination. Some items, particularly large original artworks, can only be shipped to selected countries.

Available shipping options and charges are displayed at checkout. If shipping is unavailable for your address or order, please contact info@luanasallustio.com before purchasing. I will check whether a suitable shipping option can be arranged and provide a quote where possible.

Shipping rates depend on the items ordered, packaging requirements and destination. Any separately arranged shipping costs will be agreed with you before your order is confirmed.

Fine Art Paper Prints and Canvas Prints

These prints are made to order and shipped directly by Gelato’s production partners. Gelato aims to produce orders close to the delivery destination where possible, but the production location can vary depending on the product, availability and production capacity.

Production and delivery times depend on the product, quantity, destination and shipping method. Any delivery estimate shown for your order includes production and transit time unless stated otherwise. If no estimate is displayed, please contact me before ordering for guidance.

Orders may arrive in separate parcels if items are produced at different locations.

Original Artworks, Limited Edition Prints and Sticker Packs

These items are personally packed and shipped from my studio in Switzerland.

Original artworks and limited edition prints are usually prepared for dispatch within 2–4 weeks after your order confirmation, unless a different timeframe is stated in the product description. Orders are processed on business days, excluding weekends and public holidays.

Preparation times for sticker packs are stated in the relevant product description. If no timeframe is listed, please contact me before ordering.

Each item is carefully packed using protective materials appropriate to its size and format.

Estimated delivery times after dispatch, for destinations where shipping is available, are:

  • Switzerland: 7–14 business days.

  • International destinations: 7–28 business days, although some destinations or customs procedures may take longer.

Preparation time and delivery time are separate and should be added together when estimating when your order will arrive.

Orders Containing Different Product Types

If your order includes both Gelato-produced prints and items shipped from my studio, these will be dispatched separately and may arrive on different dates. Shipping charges for the available services are displayed at checkout or confirmed in an agreed shipping quote.

Customs, Import Duties and Taxes

International shipments may be subject to import duties, import VAT and customs-clearance fees, depending on the shipment’s origin, destination and applicable regulations.

For items shipped from my studio in Switzerland, these charges are not included in the product price or shipping fee unless expressly stated otherwise.

For Gelato-fulfilled orders, customs charges may be prepaid or included depending on the destination and shipping method. Local production cannot be guaranteed for every order.

Any import charges that have not been included or prepaid are the customer’s responsibility where permitted by applicable law. Please respond promptly to any customs or carrier requests to avoid delivery delays.

If a parcel is returned because required charges were not paid or the parcel was not collected, additional shipping costs may apply to resend it, where permitted by law. Any such costs will be confirmed with you before reshipment.

Delivery Details and Address Changes

Please ensure that your delivery address and contact details are complete and accurate when placing your order.

If you need to request a correction, email info@luanasallustio.com as soon as possible with your name, order number and corrected details.

Address changes cannot be guaranteed. For Gelato orders, changes may no longer be possible once production has started. For studio orders, delivery details cannot be changed once the parcel has been dispatched.

Additional shipping costs resulting from an incorrect or incomplete address may be charged to the customer where permitted by applicable law.

Shipping Confirmation, Tracking and Delays

You will receive a shipping confirmation email when your order is dispatched. Where tracking is available, the email will include a tracking number or link. Please allow up to two business days for the first tracking update; some services may take longer.

Delivery estimates are indicative. Customs checks, public holidays, busy periods and carrier disruptions can affect transit times.

If your order has not arrived within its estimated delivery timeframe, or tracking appears to have stopped updating, please contact info@luanasallustio.com with your name and order number so I can investigate with the relevant fulfilment partner or carrier.

Damaged or Incorrect Deliveries

Please inspect your order when it arrives. If an item is damaged or incorrect, contact info@luanasallustio.com as soon as possible, ideally within 48 hours of delivery, and include:

  • Your name and order number.

  • A description of the issue.

  • Clear photographs of the item and the outer and inner packaging.

Please retain the item and packaging while the issue is investigated. I will coordinate with the relevant production partner or carrier and arrange an appropriate solution in accordance with your applicable consumer rights.

The request to report issues within 48 hours helps with investigation and carrier claims; it does not limit your statutory rights.

Returns and Refunds

Please contact me before returning any item so I can confirm the correct process and return address. Return eligibility and any refundable shipping costs are governed by the applicable return terms and consumer law.

Nothing in this Shipping Policy limits your statutory consumer rights.

Contact

For shipping enquiries, please email info@luanasallustio.com.