Seamless Shipping & Hassle-Free Returns
From Our Artisan Workshop to Your Doorstep—with Care at Every Step
At Customcy, we believe that exceptional craftsmanship shouldn’t end at the checkout. Our Shipping & Returns page lays out clear, transparent policies so you know exactly what to expect, whether you’re receiving your first sample or sending back a rare defect for replacement.
1. Transparent Shipping Costs & Options
- Real-Time Carrier Rates: We calculate shipping in real time using DHL’s industry-leading rates—no surprises at checkout.
- Service Levels:
- DHL Express: Fast sample and small-order delivery (5–6 days to the USA; 2–3 days to Europe).
- DHL Global Forwarding: Cost-effective for larger bulk shipments (4–14 days worldwide).
- Production Lead Time: Each product’s ship date depends on material, design complexity, and order size. We confirm estimated ship dates with every quote.
2. Delivery Estimates & Real-Time Tracking
- Accurate Windows:
- USA: 5–6 business days (Express)
- Europe: 2–3 business days (Express)
- Global Forwarding: 4–14 business days
- End-to-End Visibility: As soon as your order ships, you’ll receive a tracking number and link, so you can follow your handcrafted pieces from our workshop to your doorstep.
3. Customs, Duties & Taxes
- Buyer’s Responsibility: Import duties, taxes, and local customs fees are handled by the recipient.
- Origin Clearance: Customcy manages export clearance in Pakistan, so your order leaves our workshop without a hitch.
- Smooth Delivery: We’ll include all necessary paperwork; you simply pay any local fees upon arrival.
4. Hassle-Free Returns & Replacements
- Defect Coverage: If a product arrives with a genuine defect, Customcy covers return shipping and crafts a replacement at no extra cost.
- Easy Claims: Email your order number, photos of the defect, and a brief description to asim@customcy.com within 30 days of delivery.
- Replacement Timeline: Lead times for remanufacture and reshipment depend on material and design, but we’ll keep you informed every step of the way.
5. Expedited & Premium Services
- Rush Production & Shipping: Need your samples or bulk order faster? Ask about our expedited timelines for an additional fee.
- White-Glove & Custom Packaging: We offer luxurious, branded packaging solutions and white-glove delivery upon request—perfect for high-end boutiques and gifting programs.