Shop Policy

Hello! Welcome to Modelaria Craftworks online shop!

When you purchase a product from Modelaria Craftworks, you are bringing creativity, planning, and care into your home, and we are delighted by your choice. Before finalizing your purchase, please ensure you read carefully and accept all the terms described below. Should you need further information, please reach out via the Contact link on this site or by email.

Modelaria Craftworks is located in Germany and currently ships throughout Europe via DHL. For locations outside of Europe, please contact us before placing your order so we can find the best shipping options for you.

PRODUCTS:

The primary material used in our pieces is cold porcelain (non-edible). This material is air-dried, meaning it is not fired in a kiln.

Modelaria Craftworks products are handmade, one by one, using artisanal methods -this includes the production of the cold porcelain itself, dyeing, sculpting, and finishing. Therefore, slight variations in modeling, colors, and size may occur. As such, no two pieces are exactly alike, and every customer will receive a unique and exclusive product.

For personalized pieces, you may request changes to eye color, skin tone, hair, clothing, and accessories. We work with custom commissions – if you would like an item not currently on the website, simply contact us and, whenever possible, we will sculpt your piece!

Please pay close attention to the specifications, product dimensions (always described in centimeters and grams), materials, and the production lead time for personalized items or large quantity orders. Please also consider shipping times and potential delays by the carrier.

PRODUCTION:

All Modelaria Craftworks items are personalized and handcrafted. To ensure they are produced with full dedication and care, we define a production lead time, which is stated on the product page or at the time of the custom order. If you need a product urgently, please contact us before purchasing to check for availability in our schedule or better shipping options.
The production period for items not currently in stock begins from the date of payment confirmation.
No order will enter production before payment is confirmed; therefore, please ensure payment is made promptly so that deadlines can be met.
If you have requested a new theme or specific modification not found in our portfolio, an image of the piece will be sent via email for approval during the production process. For this reason, it is vital that your email address is entered correctly at checkout.
Final product colors may vary from the photos depending on your monitor or screen settings.
If you cannot find a specific product model in your desired theme, simply message us to inquire about personalizing it for your chosen theme.

SHIPPING AND DEADLINES:

Personalized orders without provided specifications (colors, name, theme, etc.) within 5 business days will be cancelled.
Remember to add the shipping time to the production time, especially if the order is for a specific event. The customer is responsible for paying for their chosen shipping option and observing the delivery windows to ensure the order arrives on time.
After shipping, we will provide a tracking code so you can follow your delivery.
We are not responsible for eventual delays caused by the carrier.
Please carefully check the registered delivery address. If a delivery cannot be completed, the order will return to us, and the buyer will be required to pay for shipping again for resending. Modelaria Craftworks is not responsible for deliveries made to third parties at an address incorrectly provided by the buyer.
All items are packed in sturdy packaging to minimize the risk of damage during transport. Please check the integrity of your order as soon as you receive it. In the event of a detached or broken part, contact us by email attaching a photo of the piece so we can evaluate the possibility of repair (gluing) and provide instructions, as well as handle cases where a return is applicable.

IMPORTANT:

The European Union’s 14-day right of withdrawal (return without justification) applies only to standard products; it does not apply to personalized, handcrafted, or custom-made products. Returns are only required by law if the seller is responsible for a production error or if the product arrives defective. Consumers cannot return items made to specific requirements (names, colors, sizes, etc.) simply due to a change of heart, as these items cannot be resold.

Feel free to contact us by email or via the website contact form at your convenience. We will respond as soon as possible, within 48 hours (excluding weekends and holidays).

We remain at your disposal for any further clarification. Happy shopping!