Shipping policy
Last updated: 4 May 2026
This Shipping Policy applies to physical product orders placed on moranelle.com and shipped to the countries currently served by Moranelle, including the European Union, the United States, and Canada.
1. Production & Delivery
All fine-art prints are produced to order.
Estimated preparation and delivery times are shown at checkout and may vary depending on order volume, destination, postal services, and carrier availability.
You will receive an email when your order enters production, and another email when your order has been dispatched. A tracking number will be provided whenever available.
Shipping costs are calculated at checkout based on the weight, size, destination, and available shipping method for your order.
2. Delivery Issues
2.1 Damaged Parcels
If your print arrives damaged, please contact us promptly with clear photos of:
- the damaged item,
- the packaging,
- the shipping label.
We will arrange a replacement.
2.2 Lost in Transit
If tracking shows no movement for an extended period or the carrier confirms that the parcel is lost, we will send a replacement at no cost to you.
2.3 Marked “Delivered” but Not Received
If tracking shows “Delivered” but you cannot locate the parcel:
- check with neighbors, building management, or your local postal office,
- verify that the delivery address entered during checkout was correct.
Resolution depends on the carrier’s investigation and is handled on a case-by-case basis.
2.4 Incorrect Address
We are not responsible for delivery issues caused by an incorrect or incomplete address entered during checkout.
If the parcel cannot be delivered for this reason, a new order is required to reship the item.
3. International Orders, Customs and Import Fees
For orders shipped outside the European Union, including orders to the United States and Canada, customs duties, import taxes, clearance fees, or carrier administration fees may apply upon arrival in the destination country.
These charges are not included in the product price or shipping cost paid at checkout, unless explicitly stated otherwise at the time of purchase.
The customer is responsible for any customs duties, import taxes, clearance fees, or similar charges that may be applied by the destination country or carrier. Moranelle cannot control or predict these fees, as they depend on local regulations and carrier procedures.
If a parcel is refused by the customer, or if customs duties, import taxes, clearance fees, or carrier fees are not paid and the parcel is returned to Moranelle, the customer remains responsible for all costs resulting from the refusal or non-payment. Original shipping costs are non-refundable, and any return shipping costs, customs charges, clearance fees, carrier administration fees, or other costs charged to Moranelle may be deducted from any refund. If the parcel is not returned to Moranelle, no refund can be issued.
4. Split Shipments
If your order contains multiple prints, they may be shipped in separate parcels.
In this case, a separate tracking number will be provided for each shipment whenever available.