Shipping and Return Policy

 

At UAB Artstone, we’re committed to delivering our beautiful washbasins and other products to your doorstep, wherever you are in the world. We partner with DHL, a trusted global leader in logistics, to ensure your order arrives safely and efficiently.

International Shipping

Shipping Carrier: All international orders are shipped via DHL.

Shipping Costs: Shipping costs are calculated based on the weight, dimensions, destination country. You’ll see the exact shipping cost displayed at checkout before you complete your purchase.

Delivery Times: Estimated delivery times for international orders typically range from 3-7 business days after dispatch. Please note that these are estimates only. Actual delivery times can vary due to customs clearance procedures, local holidays, unforeseen weather conditions, or other factors outside of DHL’s and our control.

Order Processing: We strive to process and dispatch all orders within maximum period of 4 weeks of receiving your payment. You’ll receive a shipping confirmation email with your DHL tracking number once your order has been dispatched.

Customs, Duties, and Taxes:

  • All prices displayed on our website for international orders (outside EU) are exclusive of import duties, customs fees, local taxes (such as VAT or GST in your country), and other charges that may be levied by the destination country.
  • As the importer of record, you are solely responsible for the payment of all such duties, taxes, and fees upon importation into your country. These charges are typically collected by DHL on behalf of your local customs authorities before or upon delivery.
  • We strongly recommend that you contact your local customs office or tax authority for information on applicable charges before placing an international order to avoid unexpected fees. We cannot provide estimates for these charges, nor are we responsible for their payment.
  • Failure to pay these charges may result in your package being delayed, held by customs, returned to us, or even abandoned. Any additional costs incurred due to non-payment (e.g., return shipping fees, disposal fees) will be deducted from any potential refund or charged to you.

Tracking Your Order: Once your order is shipped, you’ll receive a DHL tracking number. You can track your shipment directly on the DHL website at https://www.dhl.com/global-en/home/tracking.html.

Delivery Issues: If you experience any issues with the delivery of your order (e.g., significant delays, lost package), please contact us immediately at shop@artstone.lt so we can assist you and liaise with DHL.

International Returns

We want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below:

Eligibility for Returns:

  • You may return most new, unused, and undamaged items in their original packaging within 14 days of delivery.
  • Items must be in resalable condition. Used, installed, or damaged items may not be eligible for a refund or may incur a restocking fee.
  • Custom or special-order items may not be returnable or may be subject to specific return conditions. Please check the product description for details.

Return Authorization:

  • Before returning any item, you must contact our customer service team at shop@artstone.lt to obtain a return number.
  • Returns sent without a valid return number may not be accepted or may experience significant delays in processing.

Return Shipping Costs:

  • Unless the return is due to an error on our part (e.g., wrong item, defective product) or required by law (e.g., EU consumer rights for withdrawal), you are responsible for arranging and paying for the return shipping costs.
  • We recommend using a reputable shipping service like DHL with tracking and insurance, as we are not responsible for returns that are lost or damaged in transit.

Customs, Duties, and Taxes on Returns:

  • For international returns, you are responsible for ensuring that the returned goods clear customs in Lithuania. This includes correctly declaring the item as a “return” (or similar terminology required by customs) and paying any applicable duties or taxes for re-importation into Lithuania.
  • Any customs duties, taxes, or fees incurred by us upon receiving your return due to improper customs declaration will be deducted from your refund amount.

Refund Processing:

  • Once your returned item is received and inspected by our team, we will process your refund within 7-14 business days.
  • Refunds will be issued to the original payment method used for the purchase.
  • Original shipping costs are non-refundable unless the return is due to our error or a defective product.

Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact us immediately within 48 hours of delivery with clear photographic or video evidence of the damage/defect and the packaging.
  • We will work with you to resolve the issue, which may include arranging a replacement, a partial refund, or a full refund upon return of the item.

Exchanges:

We do not offer direct exchanges for international orders. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

Contact Us

If you have any questions about our shipping or return policies, please don’t hesitate to contact us:

  • Email: shop@artstone.lt
  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EEST