SHIPPING POLICY

Effective date: 12 July 2026
Last updated: 12 July 2026

This Shipping Policy applies to physical works purchased through the official Nashīnasu website or under a separate written Nashīnasu acquisition agreement.

It should be read together with our Terms of Service and Return & Refund Policy.

1. Dispatch and delivery

Each work is prepared and packaged according to its size, medium, value and destination.

Estimated dispatch and delivery periods may vary because of:

• the nature of the work;
• framing or specialist preparation;
• protective packaging or crating;
• carrier availability;
• destination;
• customs clearance;
• security requirements;
• circumstances outside our reasonable control.

Orders are ordinarily dispatched on business days, Monday to Friday, excluding public holidays.

Any delivery date is an estimate unless expressly confirmed by us as binding.

Private commissions, framed works, oversized originals and specialist-freight shipments may require a separately agreed completion and delivery timetable.

Where no different delivery period has been agreed, applicable statutory delivery requirements continue to apply. UK online orders generally must be delivered within 30 days unless another period has been agreed with the customer.

2. Delivery destinations and availability

Delivery availability depends on:

• the destination country or region;
• carrier coverage;
• insurance availability;
• customs requirements;
• the dimensions, medium and value of the work;
• security and compliance considerations.

The availability of a destination at checkout does not guarantee that every artwork can be shipped there using the same method.

We may contact you before accepting or dispatching an order where specialist delivery arrangements are required.

3. Delivery-address requirements

You must provide a complete, accurate and secure delivery address.

Unless we expressly agree otherwise, we do not ship to:

• PO Boxes;
• BFPO addresses;
• military bases;
• parcel lockers;
• anonymous receiving facilities;
• locations unable to accept signature-required delivery.

The address must identify a recipient capable of receiving the shipment.

Please check all delivery details carefully before placing an order and contact us promptly if you identify an error. We cannot guarantee that an address can be amended after an order has been processed or dispatched.

For high-value transactions, we may request additional address or identity verification before dispatch.

4. Incorrect, false or misleading delivery information

Where delivery fails, is misdirected, delayed or returned because information supplied by the buyer was inaccurate, incomplete, false or misleading, we may suspend fulfilment while the circumstances are investigated.

Where reasonably supported by the available evidence, we may require payment of reasonable costs caused by that information before arranging redelivery. These may include:

• outbound shipping;
• return shipping;
• insurance;
• storage;
• customs or carrier charges;
• address-correction fees;
• protective repackaging;
• reasonable administration costs.

A failed delivery caused by inaccurate, false or misleading information supplied by the buyer does not automatically entitle the buyer to a full refund.

Where a statutory cancellation, rejection or refund right applies, it will be handled in accordance with applicable law. Any lawful deduction or recoverable cost will be assessed according to the circumstances.

Where we reasonably believe that false information was deliberately supplied to obtain a financial advantage, cause loss, manipulate delivery or support a dishonest refund or chargeback claim, we may:

• cancel any unfulfilled part of the order;
• refuse redelivery;
• refuse future transactions;
• preserve and disclose relevant evidence to payment providers, insurers, carriers, law-enforcement bodies or other appropriate authorities where lawful.

This section does not exclude responsibility where the delivery failure was caused by us or by a carrier acting on our behalf.

5. Shipping charges

Shipping charges will be:

• calculated and displayed at checkout;
• confirmed through a separate quotation; or
• included where expressly stated.

Some high-value, oversized, framed or international works may require a bespoke shipping quotation before an order is accepted.

Where free delivery is offered, it will be stated before purchase.

Any customs duties, import taxes or local charges are handled as described in section 10.

6. Finality of purchases

All purchases are intended to be final.

Please review the following carefully before placing an order:

• artwork description;
• dimensions;
• materials and medium;
• imagery;
• edition information;
• framing details;
• delivery arrangements;
• expected timescales;
• applicable policies.

We do not offer discretionary returns, exchanges or refunds because of:

• change of mind;
• buyer’s remorse;
• preference changes;
• incorrect selection by the buyer;
• failure to measure the intended space;
• minor colour differences caused by screens or lighting;
• a decision that the work is no longer wanted.

This policy does not remove any statutory right that applies to the transaction.

For eligible goods purchased online by a consumer, applicable law may provide a cancellation period even where the goods are not faulty. UK distance-selling rules generally permit cancellation within 14 days after delivery, subject to legal exceptions.

Statutory cancellation rights may not apply to qualifying goods made to the buyer’s specifications or clearly personalised, including certain bespoke commissions.

Nothing in this policy limits rights relating to goods that are:

• faulty;
• damaged;
• not as described;
• not of satisfactory quality;
• not fit for a purpose made known before purchase.

A policy cannot lawfully remove mandatory consumer rights relating to defective or non-conforming goods.

The commercial position is therefore:

All purchases are final except where applicable law requires otherwise.

7. Signature, tracking and security

Shipments will normally require a signature on delivery.

Where available, tracking information will be supplied after dispatch.

Depending on the nature and value of the work, we may use:

• enhanced carrier security;
• recipient or identity verification;
• specialist fine-art couriers;
• tamper-evident packaging;
• protective crates;
• timed delivery;
• restricted delivery instructions;
• white-glove or installation services.

Tracking information may be limited for certain specialist or security-sensitive shipments.

8. Insurance

Shipments arranged by Nashīnasu are insured or otherwise protected according to their value, carrier terms and nature.

Insurance does not remove the buyer’s responsibility to:

• provide accurate delivery information;
• cooperate with delivery arrangements;
• inspect the shipment promptly;
• retain packaging where damage is suspected;
• provide reasonable evidence for a carrier or insurance investigation.

The customer should not arrange repair, disposal or return of a damaged shipment before receiving instructions from us, unless urgently necessary to prevent further damage or harm.

9. Risk and physical possession

For consumer purchases, the work generally remains at our risk until it comes into the physical possession of:

• the purchaser; or
• a person identified by the purchaser to receive it.

This reflects section 29 of the Consumer Rights Act 2015.

Where you expressly instruct us or the carrier to deliver to:

• a specified safe place;
• a neighbour;
• a building concierge;
• a storage facility;
• an adviser, installer or other nominated recipient,

delivery to that authorised location or person may be treated as delivery to you, subject to applicable law and the circumstances.

We strongly recommend that high-value works are delivered directly to an attended, secure address.

10. Customs duties, import taxes and local charges

International shipments may be subject to:

• customs duties;
• import VAT or sales taxes;
• brokerage charges;
• customs-clearance fees;
• storage charges;
• local handling fees.

Unless expressly stated otherwise before purchase, these charges are not included in the artwork or shipping price and are the responsibility of the recipient.

The carrier or customs authority may require payment before releasing the shipment.

You are responsible for checking local import requirements where necessary.

We will provide accurate transaction documentation and will not declare an artificially reduced value or falsely describe a purchase as a gift.

11. Customs delays

Customs clearance may delay delivery beyond the original estimate.

We are not responsible for delays caused solely by customs authorities, border inspections or local import procedures, but we will provide reasonable assistance with documentation and carrier enquiries.

A customs delay does not remove statutory rights where those rights apply.

12. Missed, refused or unsuccessful delivery

You are responsible for ensuring that an authorised person is available to receive a signature-required shipment.

Where delivery cannot be completed, the carrier may:

• attempt redelivery;
• hold the shipment at a secure facility;
• request additional instructions;
• return it to us.

If delivery fails because of:

• inaccurate or incomplete buyer-supplied information;
• repeated unavailability;
• refusal of delivery;
• failure to pay clearly disclosed customs or import charges;
• failure to collect within the carrier’s deadline,

we may recover reasonable additional costs caused by that failure, including:

• return shipping;
• storage;
• customs charges;
• redelivery;
• additional insurance;
• repackaging;
• reasonable administration.

Before arranging another delivery, we may require those costs to be paid.

This does not apply where the failure was caused by our breach or by a carrier matter for which we remain legally responsible.

13. Returned-to-sender shipments

Where a shipment is returned to us, we will inspect it before deciding the appropriate next step.

Depending on the circumstances, we may:

• arrange redelivery;
• require a new delivery quotation;
• hold the work pending instructions and payment;
• investigate whether inaccurate or misleading information was supplied;
• address any cancellation or refund right under our Return & Refund Policy and applicable law.

A returned shipment does not automatically cancel the purchase or create an automatic right to a full refund.

Where a valid statutory cancellation right has been exercised, the applicable cancellation and refund rules will apply.

14. Delivery delays and missing shipments

If tracking shows an exception or the work has not arrived within the estimated delivery period, contact us promptly through the Concierge page.

We may:

• contact the carrier;
• begin a trace or investigation;
• request recipient confirmation;
• review delivery scans or proof of delivery;
• open an insurance claim;
• arrange an appropriate remedy where the shipment is confirmed lost.

Please do not make a duplicate claim directly with the carrier unless we ask you to do so, as this may interfere with the investigation.

15. Damage in transit

Please inspect the exterior of the shipment before signing where reasonably possible.

If visible damage is present:

• note it with the carrier where possible;
• photograph the external package before opening;
• photograph the internal packaging and work;
• retain all packaging;
• avoid disposing of or repairing anything until instructed.

Please notify us within 48 hours of delivery where reasonably possible and provide:

• your full name;
• order number;
• clear photographs or video;
• photographs of all packaging;
• a description of the damage.

This reporting period assists carrier and insurance investigations.

Failure to report within 48 hours does not remove statutory rights. Consumers remain entitled to applicable remedies where goods are faulty, damaged or not as described.

Because original artworks are unique, an identical replacement may not be possible. Remedies will be handled under applicable law and our Return & Refund Policy.

16. Collection by the buyer or an independently appointed carrier

Where we agree that a buyer, adviser, installer or independently appointed carrier will collect a work, separate collection arrangements may apply.

The identity of the collecting person or carrier may need to be verified.

Responsibility and risk may transfer differently where the buyer independently appoints a carrier that was not offered or arranged by us. This will be confirmed in writing before collection.

17. Installation

Installation is not included unless expressly stated.

Where installation is offered, it may be provided by an independent specialist and governed by additional terms covering:

• access to the property;
• wall and building conditions;
• permissions;
• health and safety;
• appointment timing;
• insurance;
• additional labour or equipment.

The buyer is responsible for ensuring that the intended installation location is suitable unless a separate professional assessment has been agreed.

18. Statutory rights

Nothing in this Shipping Policy excludes or restricts rights that cannot lawfully be excluded.

In particular, nothing here removes rights relating to goods that are:

• faulty;
• damaged;
• not as described;
• not of satisfactory quality;
• not delivered within an applicable agreed or statutory timeframe.

19. Contact

For shipping, tracking, delivery, loss or damage enquiries, contact us through the Concierge page or by email:

concierge@nashinasu.com

Please include your full name and order number.