Delivery and refund policies

Delivery Policy

Delivery methods

We offer two delivery options for your orders:

• Relay Point Delivery: Via Chronopost, to collect your order from the relay point of your choice.
• Home delivery: Via Colissimo, directly to your address.

For fast shipping, you can also opt for our express service, which guarantees priority delivery of your deco kit.

Delivery times

Our delivery times include two stages:

1. Mock-up creation: It takes between 4 and 10 working days (excluding weekends and public holidays) to create your custom-made mock-up. Once the mock-up has been created, we send it to you for validation.
2. Order dispatch: After validation of the model, the order is dispatched within 7 working days.

Please note that these times may vary slightly during periods of high demand.

Delivery charges

• Free delivery: For all orders over 99€.
• Standard delivery charge: €9.90 for orders under €99.

Order tracking

As soon as your order has been dispatched, you will receive an e-mail notification with a tracking number to enable you to follow the progress of your parcel. In the event of delays, our team will keep you informed of progress.

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Refund and Returns Policy

Refund eligibility for Customizable Products

All customized products, including 100% customizable and semi-customizable decor kits, are not eligible for refund once the design has been validated by the customer. As each deco kit is made-to-measure, it cannot be resold or reused.

However, if you receive a deco kit with a printing or manufacturing defect, we will return the damaged parts free of charge.

UNIQUE DECO guarantee

As part of our commitment to quality, we offer a UNIQUE DECO guarantee. If you find that your deco kit looks too much like another, we'll offer you a free reprint for a unique design. Please note that this guarantee covers a reprint only, not a refund.

Claim period

For any complaint concerning a defect or error in the order, you have 14 days after receipt of your package to contact us. After this period, we will no longer be able to deal with complaints.

Return Policy for Non-Customized Products

For non-customizable parts, you can request a return or refund under certain conditions:

• The product must be returned in its original, unused condition.
• Returns are accepted within 14 days of receipt.

Return shipping costs for these items are at the customer's expense.

Claims procedure

1. Contact our customer service department at info@alienarts.co, specifying your order number and the details of your complaint.
2. Send photos of the product received in the event of a defect, so that our team can assess the problem and determine the best solution (reprinting or sending the damaged parts).
3. Claim follow-up: Once your claim has been processed, we'll keep you informed of the next steps by e-mail.