Shipping & Returns
Free over EUR 250. Tracked, insured, declared honestly.
Draft for review. This document was prepared as part of the Wristcraft site build and has not been reviewed by counsel. Confirm the entity details, retention periods and jurisdiction clauses with your lawyer before launch.
How a build gets from the bench in Florence to your wrist, what it costs, who pays import duty, and what to do when a parcel misbehaves. Made-to-measure returns are a separate matter and live in the Bespoke Order Terms.
1. Zones and prices
| Destination | Carriage | Service | Transit after dispatch |
|---|---|---|---|
| Italy | EUR 7 | Tracked, signed, insured | 1–2 working days |
| European Union | EUR 12 | Tracked, signed, insured | 2–4 working days |
| United Kingdom, Switzerland, Norway | EUR 16 | Tracked express, DDP | 2–4 working days |
| United States, Canada | EUR 19 | Tracked express, DDP | 3–5 working days |
| Rest of world | EUR 26 | Tracked express, DAP | 5–9 working days |
Carriage is free on orders over EUR 250, everywhere we ship, which covers the Wardrobe of Three and every Concierge Annual build. It does not cover import duty in DAP countries — see section 3.
2. Dispatch and lead time
Transit starts after the build is made. Total time to your door is the atelier lead time in Bespoke Order Terms — 11 days on average — plus the transit above. So an EU order in a standard leather is typically 13 to 16 days from approving the build sheet, and we give you both numbers separately on the build sheet so you can see which part is which.
Stock accessories ordered on their own ship within one working day. Ordered alongside a build, they travel with it unless you ask us to split the parcel, which we do free.
We ship Monday to Friday from Florence. Tracking goes out the moment the label scans, and we send a second email when the carrier gives a delivery window.
3. Duty, tax and who pays
- Italy and the EU. Prices include VAT at your local rate. Nothing to pay on arrival.
- DDP countries — UK, Switzerland, Norway, United States, Canada. We ship Delivered Duty Paid. Import duty and local sales tax are calculated and collected at checkout, so the carrier will not ask you for anything at the door. If you are ever billed on delivery in a DDP country, send us the notice and we reimburse it in full.
- Rest of world — DAP. We ship Delivered At Place. Duty, import VAT and any carrier handling fee are payable by you on arrival, at your country’s rates. We cannot estimate them reliably and we do not pretend to; check with your own customs authority before ordering if the amount matters.
- Customs paperwork. Every parcel is declared at its true value with the correct commodity code. We do not under-declare, we do not mark a build as a gift, and we will decline to do either if asked.
- Refused parcels. If a DAP parcel is refused or abandoned because of unpaid duty, the return carriage and any charges come out of any refund. Given section 4 of the Bespoke Order Terms, a refused build is usually simply returned to you at cost.
4. Insurance and risk
Every parcel is fully insured for its declared value until it is signed for. Risk passes to you on delivery to the address you gave us, or when you or someone at that address signs. If you nominate a parcel locker, a concierge desk or a neighbour, risk passes when the carrier hands it over there.
Check the address on your build sheet. We can change it right up until the label prints; after that the carrier may charge a redirection fee, which we pass on at cost.
5. Late, missing and damaged parcels
- Late. If tracking has not moved for five working days, write to concierge@wristcraft.app with the order number and we open a carrier investigation the same day.
- Marked delivered but not with you. Tell us within 14 days. We ask the carrier for the signature and the GPS scan, and where loss is confirmed we remake the build at our cost or refund you in full — your choice.
- Lost in transit. A carrier investigation takes up to ten working days. We do not make you wait for it: once we have opened the claim we start the remake, and we settle with the carrier ourselves.
- Damaged in transit. Photograph the outer packaging before you open it further, keep everything, and send us the pictures within 48 hours. Remade at our cost.
- Held at customs. We supply any document the broker asks for within one working day. In DAP countries you settle the charge; if the parcel is destroyed by customs through no fault of yours, we remake it once at half price.
6. Returns on stock items
Stock accessories — spring bars, spring-bar tools, loupes, leather balm and care kits — carry the ordinary consumer right of withdrawal. Fourteen days from delivery, no reason needed, unopened and in resaleable condition. Consumables that have been opened cannot be returned for hygiene and shelf-life reasons.
- Email concierge@wristcraft.app and we send a return label.
- You pay return carriage on a withdrawal — EUR 7 within the EU, EUR 14 elsewhere, deducted from the refund. We pay it if the item was faulty or wrong.
- Refunds go to the original payment method within five working days of the parcel reaching us. Original carriage is refunded on a full-order return, not on a partial one.
7. Made-to-measure returns
A finished build cannot be returned because you have changed your mind: the statutory right of withdrawal does not apply to goods made to your specification, and that is set out in full in section 4 of the Bespoke Order Terms. What does apply is the 12-hour change window before cutting, the fit guarantee, and the statutory guarantee of conformity for anything faulty. Read that document before you confirm a build. If a strap has failed rather than disappointed, go to Warranty & Repairs instead.
8. A note on how we pack
Straps travel in a rigid card sleeve inside a paper mailer, with a cotton pouch and a folded spec card. No plastic, no foam, no branded box you have to find a use for. All of it is recyclable in domestic waste. If you would like a gift box, ask the concierge and we add one free.