Shipping policy
Shipping Policy
At Arcstelle, we take care in preparing every order for shipment. As some of our products may be in-stock, made-to-order, limited-run, or preorder-based, shipping timelines may vary depending on the item purchased.
By placing an order with us, you agree to the terms below.
Order Processing
Orders are typically processed within [7–14 business days] after payment is confirmed, unless otherwise stated on the product page.
For made-to-order, preorder, or campaign-based items, processing and fulfillment may take longer. Estimated production or shipping timelines will be stated on the relevant product page where applicable.
Business days do not include weekends or public holidays.
Shipping Timeframes
Once your order has been shipped, delivery times will vary depending on your destination, courier service, customs clearance, and local delivery conditions.
Estimated delivery times are provided as a guide only and are not guaranteed.
Preorder and Made-to-Order Items
If your order includes preorder or made-to-order items, your shipment may be held until all items in the order are ready, unless otherwise stated.
Please note that preorder and made-to-order timelines may be affected by:
- Production lead times,
- Manufacturing delays,
- Supplier delays,
- Quality control checks,
- International logistics conditions.
We will make reasonable efforts to keep customers informed of major delays where necessary.
Shipping Costs
Shipping fees are calculated at checkout based on the delivery destination, package weight, package size, and selected shipping method where available.
Customers are responsible for any applicable customs duties, import taxes, VAT, handling fees, or other charges imposed by the destination country, unless otherwise stated.
Customs, Duties, and Import Taxes
For international orders, customs fees and import charges may apply once the parcel reaches the destination country.
These charges are the responsibility of the customer. Arcstelle is not responsible for delays or additional fees caused by customs clearance processes.
Incorrect Shipping Information
Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate.
Arcstelle is not responsible for orders delayed, returned, or lost due to incorrect or incomplete shipping information provided by the customer.
If a parcel is returned to us due to an address issue, additional shipping charges may apply before the order can be sent again.
Order Tracking
Tracking will be provided where available once the order has been shipped.
Please note that some shipping methods or destinations may have limited tracking updates depending on the courier service used.
Delays
While we aim to ship orders within the stated timeframe, delays may occur due to circumstances outside our control, including but not limited to:
- Courier disruptions,
- Customs inspections,
- Weather conditions,
- Public holidays,
- High order volume,
- Force majeure events.
Arcstelle is not liable for shipping delays caused by third-party couriers or customs authorities.
Lost or Stolen Parcels
If your parcel is confirmed lost in transit, please contact us at arcstelle@proj-orbit.com with your order number.
If the parcel is marked as delivered by the courier but cannot be located, customers are encouraged to first check with household members, neighbours, building management, or the local courier office.
Arcstelle is not responsible for stolen parcels after a shipment has been marked as delivered, unless otherwise required by applicable law.
Damaged Parcels
If your order arrives damaged, please contact us within 7 days of delivery and include:
- Your order number,
- Clear photos of the item,
- Clear photos of the packaging,
- A short explanation of the issue.
We will review the case and, where appropriate, offer a replacement, store credit, or refund in accordance with our Return & Refund Policy.
Contact
For shipping-related questions, please contact:
Arcstelle
Email: arcstelle@proj-orbit.com
Please include your order number in your message so we can assist you more efficiently.