Shipping and delivery

Most pieces are made after you order them

Most SalchiLuna pieces are made after you order them. Limited-run products say so clearly on their product pages. Launch products ship in 7 to 14 days, and the estimate is shown on the product page before you pay — never hidden until checkout.

That window is production and dispatch: it is how long it takes us to make your piece and hand it to the carrier. Carrier transit is on top of it, and we do not publish a doorstep date we cannot control.

The clock starts when the order is paid — except on the two pieces drawn from your own photograph, where it starts when we have a photograph we can use. Nothing is printed before then and we say so on the day you order.

What delivery costs

Shipping is included. We do not add a separate shipping charge at checkout, so the subtotal you see in the cart is what you pay, before any sales tax that applies.

Where we ship

We ship to the United States and El Salvador. Both use the US dollar, so the total in your cart is the total you pay, with no currency conversion. The checkout collects a shipping address and will not accept an address outside those two countries.

If the address is wrong

Tell us as soon as you notice. Before it goes into production we can change it ourselves. After that we can usually still catch it with the carrier, and if we cannot, the parcel comes back to us and we send it out again to the corrected address at our cost — you are not charged twice for our carrier's opinion of your apartment number.

We do not correct addresses on our own initiative. A guess at what you meant is how a parcel ends up at the wrong house.

If it says delivered and it is not there

Give it 48 hours. Carriers scan parcels as delivered before they hand them over far more often than they lose them, and most of these turn up with a neighbour or behind a gate.

After 48 hours, write to us. We open a trace with the carrier and we do not make you do it. If the trace fails we replace the piece or refund it — your choice, and you do not have to prove anything to us beyond telling us it did not arrive.

If it arrives damaged or wrong

We replace it. Verified shipping damage, printing defects, and personalization errors on our side are covered — send a photograph and we will make it right.

Packaging, and print colour

Keep the packaging until we have answered you. Carriers ask for it on a damage claim and it is much easier than trying to describe a crushed box afterwards.

Print colour varies slightly between runs, and a printed colour is never an exact match for a screen. That is normal manufacturing variation rather than a defect — but if what arrived does not look like what you bought, tell us and a person will look at the photograph and decide honestly.