We treat the logistics of our artisanal creations with the same meticulous care and reverence as the crafting process itself.
1–3 Days Studio Dispatch
Meticulously Hand-Inspected
DDP Duty-Free Guarantee
No Unexpected Fees at Delivery
100% Transit Insured
Museum-Grade Secure Crating
Part I
Shipping & Delivery Policy
To guarantee that every pigment is perfectly sealed and every clay base is flawlessly seasoned, we adhere to the following preparation windows:
1. Order Processing & Preparation Timelines
Mural Creation Kits & Artist Supplies: Orders are carefully prepared, inspected, and dispatched within 1–3 business days from our studio.
Custom Commission Artworks: Once your masterpiece is completed and your final 50% balance payment is verified, the piece undergoes a mandatory 48-hour professional museum-grade crating process before it is handed over to our premium freight partners.
2. Courier Services & Global TrackingWe partner exclusively with elite international logistics networks to ensure your package is handled with absolute dignity:
Standard Orders (Kits & Supplies): Shipped via premium air freight tracking networks. Delivery typically takes 7–18 business days globally.
Bespoke Commissions: Shipped via global white-glove express services (such as DHL Express or FedEx Priority) with end-to-end encrypted tracking. Delivery typically takes 5–10 business days worldwide once dispatched.
3. Customs, Duties & Tax Seamless ExperienceWe believe a luxury acquiring experience should be entirely effortless.
Our DDP Guarantee
For the vast majority of our primary shipping destinations (including the United States, Canada, the United Kingdom, and the European Union), FloAria will fully manage and cover all import customs, local duties, and VAT. The price you see at checkout is final; you will not face any unexpected brokerage fees or tax bills upon delivery.
Special Regions Notice: For a select few restricted territories or remote island regions, we strictly comply with local sovereign customs laws and import regulations. Should a rare exception arise where local laws mandate physical payment by the recipient, our concierge team will contact you prior to dispatch to assist with the documentation.
4. Custom Commission Shipping Fee StructureDue to the variable weights and substantial volume of the protective wooden crating required for large-scale custom murals, shipping rates for the Custom Commissions series are not flat-rated. The precise international air freight cost will be calculated dynamically based on the final dimensions of your crated artwork and will be seamlessly integrated into your remaining 50% balance invoice.
Part II
Returns & Refunds Policy
5. Categorized Return ConditionsTo protect the integrity of our family workshop and the exclusivity of our art, we enforce a strict, tiered return policy based on the nature of the product:
Custom Commissions — Non-Refundable
Because each individual custom mural is an irreplaceable masterpiece tailored exclusively to your personal aesthetic, spatial configurations, and color specifications, all bespoke commissions are strictly non-refundable and ineligible for return or exchange once the physical creation phase has commenced.
Mural Creation Kits & Artist Supplies
We offer a 14-day return window for our standard retail lines:
The 14-day window begins on the exact date the tracking logistics mark the package as "Delivered."
To qualify for a full refund, items must be completely unopened, unused, pristine, and retained within their original premium gallery packaging.
Due to the volatile nature of raw mineral pigments and unbaked clay, any kit or pigment vial that has had its physical safety seal broken or packaging opened cannot be accepted for return due to cross-contamination and moisture risks.
6. Return Shipping CostsFor eligible returns of unopened Kits or Supplies stemming from personal preference (e.g., changing your mind or choosing the incorrect series), the cost of international return shipping to our studio is the sole responsibility of the customer. We highly recommend using a trackable, insured shipping service, as FloAria cannot issue refunds for return packages that are lost or damaged in transit back to our workshop.
7. "Damaged In Transit" Protocol — Our Absolute PromiseArtisanal clay holds immense soul, but its elemental nature is delicate. Every single shipment we dispatch is backed by a 100% Comprehensive Transit Insurance Policy fully funded by FloAria.
48-Hour Damage Protocol
In the highly exceptional event that your item arrives compromised or fractured, please follow this priority protocol:
1TimeframeContact our curatorial team within 48 hours of delivery via email or our official Instagram DM (@FloAria_studio).
2EvidencePlease provide clear, high-resolution photographs and a brief video highlighting the external condition of the shipping container and the specific damage sustained by the clay mural or kit.
3ResolutionUpon validation, we will bypass standard queues to immediately initiate either a Priority Remake & Replacement Protocol at zero cost to you, or process a 100% Full Refund returned to your original payment method (Stripe/PayPal). Your peace of mind is our absolute priority.
