Shipping, returns and refunds

Last updated: August 2026

1. Production and delivery times

Since we work to order, the estimated delivery times are:

Destination	Production	Shipping	Estimated total
Spain	~5 business days	2–4 business days	7–9 business days
Europe (EU)	~5 business days	5–10 business days	10–15 business days
Outside Europe	~5 business days	10–20 business days	15–25 business days

These times are estimates and can vary in periods of high demand or through circumstances outside our control (customs, weather and so on).

2. Shipping costs

Shipping is a flat rate by zone, regardless of weight or number of pieces:

• Mainland Spain: €6.99 · free over €200
• Rest of Europe: €15.99 · free from €220. Includes European countries outside the EU, such as the UK, Switzerland or Norway.
• Outside Europe: US$15.99 · free from US$220

The exact amount is shown before you pay. Every order includes a tracking number and protective packaging.

• Tracked shipping included on every order
• Protective packaging so the figurine arrives in perfect condition
• Any customs charges or import taxes are the buyer’s responsibility and depend on the law of each country
• We ship to 112 countries. The delivery address has to be in the same country you are buying from, so only yours will appear at checkout. If you want to send a piece as a gift to another country, write to us at info@chromarastudio.com and we will arrange it

3. Order tracking

Once your order ships you will receive an email with the tracking number so you can follow your parcel at any point. If you have not received the tracking email within 12 business days of your purchase, contact us at info@chromarastudio.com.

4. Returns policy

Every piece is made by hand after you order it, in the colour you choose, so it is goods made to your specifications. That is why there is no right of withdrawal: it is set out in article 103.c of the Spanish Consumer Protection Act. In other words: we do not accept returns because you changed your mind. What you do have, and it cannot be excluded, is the legal guarantee if the piece arrives in poor condition:

• If it arrives broken or faulty: write to us with a photo at info@chromarastudio.com and we will send you a new one at no cost, or refund you. Your choice. You have three years of guarantee from the day you receive it, and two months to tell us from the day you spot the problem, which is what the law sets out. If the damage came from the courier, we would appreciate a heads-up within the first 48 hours: it is not a deadline for claiming, it is so that we can claim from the carrier.
• If we are the ones who got it wrong: if we send you a colour or a product other than the one you ordered, we put it right at no cost to you.

5. Cancellations

You can cancel your order only within the first 24 hours of purchase, provided production has not started. After that, since it is a product handmade to order, cancellation is not possible. To cancel, email us as soon as possible at info@chromarastudio.com.

6. Refunds

When a refund is due —a faulty piece we cannot replace, or a mistake of ours with no fix— we return the amount to the same payment method you bought with, within 5 to 10 working days. If you paid in a currency other than the euro, Stripe refunds you in that same currency and at the same exchange rate as the purchase, so you get back exactly what you paid.

7. Contact

For any question about shipping or returns:

• Email: info@chromarastudio.com
• Phone: +34 644 98 31 25
• Address: C/ Sta. Teresa de Jesús, 2C, 28909 Getafe, Madrid (Spain)