Delivery
Works are shipped by DHL Express. Delivery times and cost depend on the destination; within Europe delivery normally takes 1–2 working days, outside Europe 2–4 working days from dispatch.
The dispatch date is agreed with you and stated in the invoice. A tracking number is sent when the Work is dispatched. Where the carrier offers it, you may choose a different delivery day or a collection point.
Delivery is charged separately and paid together with the balance, before dispatch. For destinations outside the European Union, import duties and taxes of the country of destination are payable by you on arrival.
Damage in transit
Photograph the parcel before unpacking it further. If the packaging or the Work shows visible damage, note it with the courier and contact us within 7 days of delivery, enclosing photographs of the Work and of the outer packaging. Return and repair are at our cost. You may choose between repair and a new Work, which receives its own entry in the registry; where neither is possible, you are entitled to a price reduction or a refund.
Returns
A Work is made to a configuration agreed with you and signed with your player’s ID, and therefore cannot be returned without giving a reason. If a Work does not correspond to what was agreed, or is faulty, the same remedies apply, at our cost.
Open flame
A Work is used with an open flame. Never leave a burning candle unattended, and keep it away from children, animals and flammable materials.
Place the Work on a stable, heat-resistant surface. Parts of the Work become hot during use; do not move it while the candle is burning. Each Work is supplied with a safety card setting out these rules.