Shipping Policy

Thank you for visiting and shopping at My Beautiful Sicily. We take great care in preparing, packaging, and shipping our handmade products. This Shipping Policy explains our shipping procedures and the responsibilities of both My Beautiful Sicily and the customer.

By placing an order with My Beautiful Sicily, you agree to the terms below, subject to any mandatory consumer rights applicable under law.

1. Order Processing

Orders are normally processed within 1–2 business days, unless a different processing time is stated on the product page or communicated to the customer.

Orders are generally not shipped on weekends or public holidays.

Processing times and estimated delivery dates may be affected by order volume, handmade production requirements, carrier delays, customs procedures, weather conditions, strikes, public holidays, or other circumstances outside our reasonable control.

If a significant delay occurs before dispatch, we will make reasonable efforts to contact the customer.

2. Shipping Rates & Delivery Estimates

Shipping charges are calculated and displayed at checkout, unless otherwise stated.

Where available, customers may choose between standard and expedited shipping services.

Any delivery date or transit time displayed at checkout or provided after shipment is an estimated delivery timeframe and is not a guaranteed delivery date unless the selected carrier service expressly provides such a guarantee.

Delays caused by the shipping carrier, customs authorities, adverse weather, strikes, security inspections, peak shipping periods, or other circumstances outside our reasonable control may occasionally occur.

This does not affect any mandatory rights the customer may have under applicable consumer law.

3. Shipment Confirmation & Tracking

Once your order has been dispatched, you will receive shipment confirmation containing the available tracking information.

Tracking information may require up to approximately 24–48 hours after dispatch to become fully active in the carrier's system.

Customers are strongly encouraged to monitor their tracking information regularly after shipment.

4. Customs, Import Duties & Taxes

International orders may be subject to customs duties, import taxes, tariffs, brokerage charges, clearance fees, or other governmental charges depending on the destination country.

Unless the order or checkout specifically states that duties and/or taxes are included or prepaid, these charges are not included in the purchase price or shipping charge and are the responsibility of the recipient/customer.

Where My Beautiful Sicily expressly states that duties or taxes are included, prepaid, or shipped under a duties-paid service, the terms displayed for that specific order will apply.

My Beautiful Sicily does not control the assessment, amount, or timing of charges imposed by customs authorities or other governmental agencies.

Refusal to pay legally applicable customs duties, import taxes, or clearance charges does not automatically constitute a cancellation of the order.

If a shipment is refused or returned because the recipient fails or refuses to pay required import charges, any refund legally due may be reduced by permitted costs incurred as a result of the refusal or return, including return transportation, customs charges, carrier fees, or other non-recoverable charges, to the extent permitted by applicable law.

5. Shipping Address – Customer Responsibility

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Customers should carefully check the recipient's name, street address, house/building number, apartment or unit number, city, postal/ZIP code, state/province, country, telephone number, and any other information necessary for delivery.

If you discover an error, please contact us immediately.

We cannot guarantee that an address can be changed once an order has been processed or transferred to the carrier.

If an order cannot be delivered or is returned because the customer supplied incorrect, incomplete, or outdated delivery information, the customer may be responsible for reasonable additional shipping, return, redirection, customs, storage, or carrier charges resulting from the incorrect information, to the extent permitted by law.

My Beautiful Sicily will not be responsible for losses caused solely by incorrect or incomplete delivery information supplied by the customer, except where responsibility cannot legally be excluded.

6. Delivery & Carrier Tracking

Once an order is shipped, customers should monitor the tracking information and respond promptly to any delivery instructions or requests from the carrier.

A carrier may make one or more delivery attempts, redirect a shipment to a pickup location, request additional information, or hold the shipment for collection.

The customer is responsible for providing reasonable cooperation necessary for successful delivery.

If tracking shows that the package has been delivered, we may ask the customer to first check with household members, neighbours, reception or concierge staff, the delivery location, and the carrier.

A carrier's official tracking record, delivery scan, delivery confirmation, GPS information, delivery photograph, signature, or other available proof of delivery may be used as evidence when investigating a claim that an order was not received.

A carrier's "Delivered" status will not automatically eliminate any mandatory rights available to the customer under applicable law, but it may be considered as evidence when determining what occurred.

7. Missed Delivery Attempts

Once an order has shipped, customers should monitor the shipment and make reasonable arrangements to receive or collect it.

My Beautiful Sicily is not responsible for a failed delivery resulting solely from circumstances attributable to the recipient, including:

• Failure to respond to carrier delivery notices;

• Failure to collect a parcel from a designated pickup location within the carrier's permitted period;

• Refusal of delivery without a legally valid reason;

• Incorrect or incomplete delivery information supplied by the customer; or

• Failure to provide information reasonably requested by the carrier or customs authorities.

Where a shipment is returned to us for one of these reasons, any refund or reshipment will be handled in accordance with applicable law and the provisions below.

8. Returned or Unclaimed Packages

If a package is returned to My Beautiful Sicily because it was unclaimed, refused, could not be delivered due to customer-provided address information, or the recipient failed to cooperate with reasonable carrier delivery requirements, the following conditions apply.

Reshipping

The customer may request reshipment where practical.

The customer will generally be responsible for the new shipping cost and any additional carrier, customs, storage, or return charges resulting from the failed delivery where those costs were caused by circumstances attributable to the customer.

Payment of applicable reshipping charges may be required before the order is dispatched again.

Refunds

If the customer requests a refund after the package has been returned to us, we will process any refund required under applicable law.

Where legally permitted, reasonable non-recoverable costs resulting from a customer-caused failed delivery—including original shipping, return shipping, customs, carrier, or storage charges—may be deducted from the refund.

Any deduction will be made only where permitted by applicable law.

9. Damaged Items During Shipping

At My Beautiful Sicily, we take particular care when packaging our handmade Sicilian ceramics and other fragile products. Items are carefully wrapped and securely packed to reduce the risk of damage during transportation.

If your order arrives damaged, please contact us as soon as possible, preferably within 48 hours of delivery, so that we can investigate the damage promptly and, where applicable, submit a carrier or insurance claim.

Reporting within 48 hours helps us process the claim quickly but does not remove any mandatory consumer rights that cannot legally be limited by such a deadline.

For a damage claim, we may reasonably request:

• Clear photographs of the damaged item;

• Photographs showing the entire product;

• Photographs of the exterior shipping box;

• Photographs of the internal packaging and protective materials;

• Photographs of the shipping label;

• A description of the damage; and

• Any other evidence reasonably requested by the shipping carrier or insurer.

Please do not discard the damaged item, shipping carton, protective packaging, or shipping label until we confirm that the claim has been completed.

The carrier or insurer may require the original packaging and damaged item for inspection.

Depending on the circumstances and applicable consumer law, an eligible claim may result in a replacement, repair, refund, partial refund, or another appropriate remedy.

My Beautiful Sicily reserves the right to investigate the circumstances of a reported shipping damage claim and to request reasonable supporting evidence before determining the appropriate resolution.

10. Damage to a Returned or Unclaimed Shipment

If an order is returned after failed delivery, refusal, non-collection, incorrect customer-provided address information, or another circumstance attributable to the recipient, we will inspect the merchandise when it returns to us.

Where legally permitted, the customer may be responsible for loss in value or damage resulting from handling, neglect, improper storage, refusal, or circumstances attributable to the customer.

We will not automatically deny every refund simply because an item was damaged during return transit. Each case will be assessed based on the circumstances, available carrier information, condition of the returned package, and applicable law.

11. Lost or Missing Shipments

If tracking does not show delivery and a shipment appears to be lost or significantly delayed, please contact us so that we can open an investigation with the shipping carrier.

Carrier investigations may require time to complete.

We may request that the customer provide reasonable assistance or documentation required by the carrier.

Where a shipment is confirmed lost, we will provide the remedy required under applicable law and/or any additional protection offered by My Beautiful Sicily.

12. Delivery Disputes & Investigations

For claims involving non-delivery, damage, missing contents, suspected theft after delivery, or other shipping disputes, My Beautiful Sicily reserves the right to conduct a reasonable investigation before issuing a voluntary refund or replacement.

This may include reviewing:

• Carrier tracking records;

• Proof of delivery;

• Delivery photographs;

• Signature information;

• GPS or delivery-location information where available;

• Carrier communications;

• Customer-provided photographs;

• Shipping documentation; and

• Other relevant evidence.

Customers agree to provide reasonable cooperation and information necessary to investigate a shipping claim.

Nothing in this section limits rights that cannot legally be excluded or restricted.

13. Refused Shipments

Customers should not refuse a shipment without first contacting My Beautiful Sicily, except where refusal is reasonably necessary because of circumstances such as visible severe transport damage or where otherwise permitted by law.

A refused shipment is not automatically treated as an approved return or cancellation.

Where a shipment is refused for reasons attributable to the customer, reasonable shipping, return, customs, storage, or carrier costs may be deducted from any refund where permitted by law.

14. Fraudulent or Abusive Claims

My Beautiful Sicily reserves the right to reject claims that are demonstrably fraudulent, intentionally misleading, duplicated, or otherwise abusive, subject to applicable law.

We may provide relevant order, shipping, tracking, delivery, photographic, or communication records to payment providers, marketplaces, shipping carriers, insurers, or competent authorities when reasonably necessary to investigate or defend a claim and where permitted by applicable privacy and other laws.

15. Handmade & Fragile Products

Many My Beautiful Sicily products are individually handmade and hand-decorated in Sicily.

Small variations in colour, glaze, brushwork, decoration, shape, dimensions, or other artisanal characteristics may naturally occur between individual pieces.

Such normal handmade variations are not considered shipping damage or defects merely because the item is not completely identical to photographs of another handmade piece.

This does not apply to genuine damage, material defects, or other circumstances covered by mandatory consumer rights.

16. Customer Cooperation

To allow us to resolve shipping problems efficiently, customers must provide accurate information and reasonable cooperation when requested.

Failure to provide information reasonably necessary to investigate a claim may prevent us or the carrier from completing the investigation and may affect remedies that are discretionary rather than required by law.

17. Mandatory Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict, or override any consumer right or remedy that cannot legally be excluded or limited under the laws applicable to the transaction.

If any provision of this Shipping Policy conflicts with a mandatory consumer-protection rule, the mandatory rule will apply and the remaining provisions of this policy will continue to apply to the fullest extent permitted by law.

18. Contact Us

If you experience a shipping problem, please contact My Beautiful Sicily as soon as possible and include your order number and any relevant photographs or documentation.

We will review the available information and work to resolve the matter in accordance with this Shipping Policy and applicable law.

My Beautiful Sicily SRLS
Sicily, Italy

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