Shipping policy

Good call — that distinction is important both legally and for customer expectations. Here's a revised version that clearly separates the two fulfillment types while keeping the voice consistent:

Shipping Policy

Thank you for shopping at Diogo Cadavez. This page outlines how and where we ship, how long it takes, and what to do if something goes wrong in transit.

Where We Ship

We currently ship to most countries within the European Union. If your country isn't available at checkout, we don't ship there yet — but feel free to reach out at diogocadavez@hotmail.com if you'd like us to consider it.

Types of Products & How They Ship

Not all products in the store are fulfilled the same way. Please read below so you know what to expect for your specific order.

Prints & Tote Bags — Fulfilled by Gelato

Art prints and tote bags are produced on demand by Gelato, a global print-on-demand network. Each piece is made specifically for your order at a facility local to you within the EU.

Production time: 1–3 business days after order confirmation Estimated delivery after dispatch: 2–5 business days within the EU Total time from order to doorstep: typically 4–8 business days

Because these are produced and shipped directly by Gelato, you'll receive a dispatch confirmation and tracking link from their system once your order leaves the facility.

Original Artworks — Shipped by Me Personally

Single original pieces are one-of-a-kind works shipped directly by me. These are handled with extra care — properly packaged to protect the work in transit.

Processing time: 2–5 business days from order confirmation, as I pack and ship each piece myself Estimated delivery after dispatch: 3–7 business days within the EU, depending on destination and carrier

You'll receive a tracking number by email once your order is on its way.

If you're ordering an original artwork and have any specific concerns about packaging or handling, feel free to reach out before placing your order.

Shipping Costs

Shipping costs are calculated at checkout based on your destination, the product type, and the shipping method selected. You'll see the exact cost before completing your purchase.

Tracking Your Order

Most orders include tracking. Once your order is dispatched — whether by Gelato or by me — you'll receive a confirmation email with tracking information where available.

Customs, Duties & Taxes

All products are shipped within the EU. Customers should not encounter customs fees or import duties. VAT is included in the product price where applicable.

Lost, Damaged, or Delayed Orders

If your order hasn't arrived within a reasonable time after the estimated delivery window, contact us at diogocadavez@hotmail.com with your order number and we'll sort it out.

If your order arrives damaged, check our Refund Policy for next steps. In most cases a replacement or refund can be arranged based on photo evidence — no need to return the item.

Incorrect Shipping Addresses

Please double-check your address before placing your order. We can't be held responsible for orders shipped to an incorrect address provided at checkout. If you catch a mistake, contact us immediately — if production or packing hasn't started yet, we may be able to fix it.