Shipping Policy
The Hackney Horror’s House of Horrors
(hereinafter referred to as “the Atelier”)
Please review the following shipping policy carefully before placing an order. By completing a purchase, you acknowledge and agree to the terms outlined below.
1. Made-to-Order Production Timeline
All pieces from the Atelier are made to order. Each design is individually crafted by hand after your order is placed.
Please allow 5–7 business days for production before your order is shipped. This timeframe does not include shipping transit time.
Production timelines may vary slightly during periods of high demand, limited releases, or custom commissions.
2. Shipping Processing & Dispatch
Once production is complete, orders are processed and dispatched according to the selected shipping method at checkout.
You will receive a shipping confirmation email with tracking information once your order has been shipped.
Orders are shipped on business days only (excluding weekends and holidays).
3. Shipping Methods & Delivery Timeframes
Shipping times vary based on destination and carrier and are estimated, not guaranteed.
Estimated delivery timeframes begin after the 5–7 business day production period and may be affected by:
Carrier delays
Customs processing (for international orders)
Weather or unforeseen circumstances
The Atelier is not responsible for delays caused by shipping carriers.
4. Shipping Rates & Fees
Shipping rates are calculated at checkout based on destination, order size, and selected service level.
Shipping fees are non-refundable.
5. International Shipping
International customers are responsible for:
Customs duties
Import taxes
Brokerage fees
Any additional charges imposed by their local authorities
The Atelier is not responsible for delays caused by customs clearance.
6. Shipping Address Accuracy
Customers are responsible for providing accurate and complete shipping information at checkout.
The Atelier is not liable for:
Orders shipped to incorrect addresses provided by the customer
Packages marked as delivered by the carrier but not received
Additional shipping fees may apply for reshipment due to incorrect address information.
7. Lost or Damaged Packages
If your order arrives damaged:
Contact the Atelier within 48 hours of delivery
Retain all packaging materials
Provide photos of the damaged item and packaging
If a package is lost in transit, the Atelier will assist in filing a claim with the carrier but cannot guarantee replacement or refund.
8. Risk of Loss
Once an order has been handed over to the shipping carrier, risk of loss transfers to the customer.
9. Custom & Commissioned Orders
Custom and commissioned orders may require additional production time beyond the standard 5–7 business days. Estimated timelines will be communicated before production.
10. Policy Updates
The Atelier reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes take effect immediately upon posting.