Shipping policy

Order processing

We usually prepare orders for dispatch within 1–4 business days after payment has been confirmed. If a specific product requires a different processing time, this will be stated on its product page or agreed with you separately.

Shipping within Ukraine

All orders are dispatched from my studio in Lviv, Ukraine.

Orders are delivered by Nova Poshta to an available branch or parcel locker, or by courier to the address provided during checkout.

Shipping costs and estimated delivery times are determined by the carrier’s rates and depend on the destination and selected delivery method. Shipping charges are paid directly to the carrier by the recipient.

We cannot deliver to territories where the carrier has temporarily suspended its services.

International shipping

We can ship orders internationally using available Nova Poshta services. Availability, costs, and delivery times depend on the destination country and will be shown during checkout or agreed before payment.

Any customs duties, taxes, or other charges imposed by the destination country are the recipient’s responsibility. The customer is responsible for providing accurate information required for international delivery and customs clearance.

Secure packaging and receipt

Ceramic products are packaged with their fragile nature in mind. When receiving your order, we recommend inspecting the external and internal packaging and the product itself at the carrier’s branch or in the courier’s presence.

If the product is damaged, please document the damage with a representative of the carrier where possible, photograph the product and its packaging, and contact hello@svitlishe.com immediately. The absence of such a report does not, by itself, deprive you of your statutory rights.

Correct address and uncollected shipments

Please check the recipient’s name, telephone number, address, branch, or parcel locker before confirming your order. If you notice an error, contact us as soon as possible.

If a shipment is returned because the information provided was incorrect or it was not collected within the carrier’s storage period, we will contact you to arrange redelivery or another solution. Any additional costs will be determined according to the circumstances and applicable law.

Delays

The carrier’s delivery times are estimates. Delivery may be affected by air-raid alerts, hostilities, power outages, weather conditions, customs clearance, and other circumstances beyond our control. We will notify you if we become aware of a significant delay.

Unless another timeframe has been agreed with you, the product will be delivered no later than 30 days after the contract is concluded.

Contact

For shipping enquiries, please email hello@svitlishe.com.