SHIPPING POLICY

 Last updated: July 26, 2026

This Shipping Policy explains how orders are produced, shipped, tracked, delayed, lost, or delivered when you purchase from The Celestial Hours.

Please read this policy before placing an order. It should be read together with our Terms of Service and Refund & Returns Policy.

1. CONTACT

For any shipping, delivery, tracking, address, delay, or lost-order issue, contact us at:

contact@thecelestialhours.com

The Celestial Hours
Operated by Arturo González García
Calle Antonio Floriano Cumbreño 8
10005 Cáceres, Spain 

Please include your order number whenever possible.

2. MADE-TO-ORDER PRODUCTION

Every The Celestial Hours artwork is made to order.

After payment is confirmed, the order is sent to our production network for printing, quality control, finishing, packaging, and dispatch.

Production may begin shortly after the order is placed.

Because each artwork is produced after purchase, it may not be possible to cancel or modify an order once production has started. Please review the artwork, quantity, shipping address, and contact details carefully before completing checkout.

3. PRODUCTION PARTNER

We work with Gelato and its production network to manufacture and ship our made-to-order artworks.

Gelato attempts to route orders to a suitable production facility close to the delivery destination when capacity, product availability, quality control, destination, production conditions, and logistics allow.

Local or domestic production is not guaranteed. An order may be produced in another country or facility because of:

• Product availability
• Production capacity
• Technical requirements
• Quality considerations
• Delivery conditions
• Carrier availability
• Network or carrier disruption
• Seasonal demand

The production location cannot be selected by the customer.

4. ESTIMATED DELIVERY TIME

Most orders are expected to arrive approximately 5–12 business days after order confirmation.

This estimate includes both:

• Production time
• Shipping time after dispatch

Delivery may take longer during:

• Holiday periods
• High production demand
• Extreme weather
• Carrier disruption
• Customs inspections
• Remote-area delivery
• Address problems
• Failed delivery attempts
• Public holidays
• Events outside our reasonable control

Any delivery estimate shown at checkout, in an order confirmation, in tracking information, or elsewhere on the website is an estimate and not a guaranteed delivery date unless we expressly state that a guaranteed delivery service applies.

5. BUSINESS DAYS

Business days generally exclude Saturdays, Sundays, and public holidays in the countries involved in production, dispatch, transit, customs clearance, or delivery.

A public holiday in the production country, carrier country, transit country, or delivery country may affect production or delivery times.

6. SHIPPING DESTINATIONS

We currently sell to supported addresses in:

• The United States
• European Union member states

The availability of delivery to a particular country, region, postal code, or address is determined at checkout.

We do not currently offer general worldwide shipping outside the active markets shown on the website.

Some remote areas, military addresses, PO boxes, parcel lockers, hotels, freight forwarders, or restricted locations may not be supported, or may require additional delivery time. If checkout does not allow delivery to your address, we are unable to ship there at that time.

7. SHIPPING CHARGES

Shipping charges, where applicable, are displayed at checkout before payment.

Promotional free shipping may be subject to conditions shown on the website.

Any shipping promotion applies only to the destinations, products, dates, order values, and shipping methods stated in the offer.

If a shipping promotion is applied due to a technical error or misuse, we may correct or cancel the order where permitted by law.

8. ORDER CONFIRMATION AND DISPATCH

After placing an order, you should receive an order confirmation email.

When your order is dispatched, and where tracking is available, you will receive a shipping confirmation email with a tracking link.

If you do not receive an order confirmation or shipping email, please check your spam or promotions folder and contact us if needed.

9. TRACKING

Where tracking is available, a tracking link will be sent by email after dispatch.

Tracking information may take several business days to update.

In some regions, tracking events may appear only after the parcel reaches a local carrier, sorting facility, distribution centre, or customs checkpoint.

Tracking may occasionally show no movement for a period of time while the parcel is in transit, being transferred between carriers, or awaiting a scan.

10. SPLIT SHIPMENTS

Items in the same order may be produced or shipped separately.

You may therefore receive:

• More than one parcel
• More than one tracking link
• Items on different delivery dates

You will not be charged additional shipping solely because we divide an order into multiple shipments.

11. CUSTOMS, DUTIES, AND IMPORT TAXES

Gelato attempts to produce orders close to the delivery destination when possible, but local or domestic production is not guaranteed.

If an order is produced outside the destination country or crosses an international border, customs duties, import taxes, brokerage fees, handling fees, or similar charges may apply. Whether charges apply depends on the destination, production route, carrier, local rules, and what is shown at checkout.

Unless expressly stated as included at checkout, the recipient is responsible for charges imposed by the destination country, carrier, customs authority, or local authority.

We do not represent that every United States order is produced within the United States, and we do not guarantee that customs or import charges will never apply.

We are not responsible for delays caused by customs authorities, import inspections, local tax collection, or the recipient’s failure to provide information or pay charges required by customs, except where applicable law provides otherwise.

12. DELIVERY ADDRESS

Customers must provide a complete and accurate delivery address.

Please check:

• Recipient name
• Street and building number
• Apartment, unit, suite, or floor number
• Postal or ZIP code
• City
• State, province, or region
• Country
• Email address
• Telephone number when required by the carrier

Contact us immediately if you discover an address error.

We will try to correct the address before production or dispatch, but we cannot guarantee that an address can be changed once processing has begun.

13. INCORRECT OR INCOMPLETE ADDRESS

If an order cannot be delivered because the address entered at checkout was incorrect, incomplete, inaccessible, or undeliverable, the customer may be responsible for the cost of producing and shipping a replacement, unless applicable law provides otherwise.

Examples include:

• Missing apartment or unit number
• Wrong street number
• Wrong postal or ZIP code
• Wrong city, state, province, or country
• Undeliverable business address
• Inaccessible building
• Refusal to provide required delivery information
• Use of an unsupported address type

Please contact us as soon as possible if you notice an error.

14. FAILED, REFUSED, OR UNCLAIMED DELIVERY

If delivery fails because:

• The address was incorrect or incomplete
• The recipient was unavailable
• The package was not collected
• Access to the delivery location was not possible
• The recipient refused the parcel
• Required customs charges were not paid
• Required carrier information was not provided
• The parcel was sent to an unsupported or restricted address

The customer may be responsible for the cost of producing, returning, reshipping, or replacing the order, unless applicable law provides otherwise.

Made-to-order products may not be returned to us by the carrier in a reusable or resaleable condition.

15. DELAYED ORDERS

A parcel is not considered lost merely because it has not arrived by the estimated delivery date.

Please allow several additional business days for carrier delays, delayed tracking updates, customs clearance, local sorting, or remote-area delivery.

Contact us at contact@thecelestialhours.com if the estimated delivery window has passed and tracking has not progressed.

We maintain a reasonable basis for expecting that orders can be shipped within any timeframe we expressly state.

For orders covered by United States law, if we cannot ship within the promised timeframe, we will provide a delay notice when required by applicable law. The notice may offer you the choice of consenting to a revised shipping date or cancelling the unshipped order or portion.

If you cancel the affected unshipped order or portion, we will issue the applicable refund. If legally required consent to the delay is not obtained, we may cancel and refund the affected unshipped order or portion.

For customers in other jurisdictions, we will provide notice, cancellation options, refunds, or other remedies where required by applicable law.

Delivery estimates after dispatch may still be affected by carriers, customs, weather, remote-area delivery, and other events outside our reasonable control.

16. DELIVERY DEADLINES AND SPECIAL OCCASIONS

Please do not place an order on the assumption that delivery by a birthday, holiday, event, moving date, or other specific occasion is guaranteed unless we expressly confirm a guaranteed delivery service in writing.

Production and delivery estimates may change.

We recommend ordering as early as possible during holiday periods or before important dates.

17. LOST ORDERS

Claims for orders believed to be lost must be submitted within 30 days of the estimated delivery date.

Before treating an order as lost, we may ask you to:

• Verify the delivery address
• Check the tracking information
• Contact the carrier
• Check with neighbours, household members, building staff, reception, or local delivery points
• Confirm that the parcel is not marked as delivered
• Wait a reasonable additional period where tracking is delayed or incomplete
• Provide any information needed for a carrier investigation

If the carrier confirms that the order is lost, or if the order is reasonably determined to be lost after investigation, we will handle the issue under our Refund & Returns Policy.

This may include a replacement, refund, or another solution required by applicable consumer law.

18. ORDERS MARKED AS DELIVERED

If tracking shows that a parcel was delivered but you cannot locate it:

• Check the delivery location and any safe place
• Ask other members of the household
• Ask neighbours or building staff
• Review any carrier delivery photograph, GPS information, or delivery notice
• Check local pickup points or parcel lockers if applicable
• Contact the carrier

We may require a carrier investigation, delivery confirmation, police report, sworn statement, or written confirmation from the carrier before considering a replacement or refund, depending on the circumstances and applicable law.

If the parcel was delivered to the address provided at checkout, replacement or refund may not be available unless required by law.

19. DAMAGE DURING DELIVERY

If an item arrives damaged during delivery, retain the product and all packaging and contact us within 30 days of delivery.

Send clear photographs of:

• The entire artwork
• The damaged area
• The external packaging
• The internal packaging and protective materials
• The shipping label where possible

Please keep the item and packaging until we confirm that they are no longer needed.

The 30-day reporting period helps us investigate transit damage with the carrier and production partner. It does not replace, reduce, or shorten any mandatory statutory guarantee or conformity right that applies to the product.

Damage claims are handled under our Refund & Returns Policy.

20. MISSING, INCORRECT, OR INCOMPLETE ITEMS

If your order arrives incomplete, incorrect, or missing an item, contact us within 30 days of delivery at:

contact@thecelestialhours.com

Please include:

• Your order number
• A description of the issue
• Photographs of what you received
• Photographs of the packaging and shipping label where relevant

We will review the issue and provide an appropriate solution under our Refund & Returns Policy.

21. CUSTOMER RESPONSIBILITY AFTER DELIVERY

After delivery, please open and inspect your order as soon as reasonably possible.

Keep all packaging until you are satisfied that the item has arrived safely and correctly.

Canvas artworks should be handled carefully and kept away from excessive moisture, direct heat, rough surfaces, and conditions that may damage the material.

22. SUSTAINABILITY AND LOCAL PRODUCTION

When possible, orders are produced close to the delivery destination to reduce unnecessary transport distance and support faster delivery.

However, local production is not guaranteed and depends on product availability, capacity, quality, logistics, and network conditions.

23. NO RESALE OR FREIGHT-FORWARDING GUARANTEE

Our store is intended for ordinary consumer purchases.

If you use a freight forwarder, hotel, temporary address, parcel forwarding service, or third-party receiving service, delivery risk may increase.

We are not responsible for loss, damage, failed delivery, customs issues, or additional costs caused by a freight forwarder or third-party receiving service after delivery to the address provided at checkout, unless applicable law provides otherwise.

24. RELATIONSHIP WITH OTHER POLICIES AND CONSUMER RIGHTS

Shipping issues may also be governed by our:

• Terms of Service
• Refund & Returns Policy
• Privacy Policy

If a product is damaged, defective, incorrect, lost, or legally non-conforming, please refer to our Refund & Returns Policy.

Where Spanish conformity rules apply to the sale of goods, a statutory conformity period of three years from delivery may apply. Consumers in other countries retain the mandatory conformity rights available under the law applicable to them.

Nothing in this Shipping Policy limits any legal guarantee, right of conformity, delivery right, cancellation right, refund right, or other consumer protection that cannot lawfully be excluded.

25. CHANGES TO THIS POLICY

We may update this Shipping Policy to reflect changes in our production network, shipping providers, delivery areas, legal obligations, business practices, or customer-service procedures.

The latest version will be published on this page with a revised “Last updated” date.

26. CONTACT

Arturo González García
Trading as The Celestial Hours
NIF: 47708579R
Calle Antonio Floriano Cumbreño 8
10005 Cáceres, Spain 
Email: contact@thecelestialhours.com
Website: thecelestialhours.com