Shipping & duties

Every mutaé object is inspected and carefully packed before dispatch from Ukraine. This policy explains order processing, delivery, import charges, carrier responsibility, and shipping claims. It forms part of our Terms & Conditions.

1. Order Processing

MADE TO ORDER

Standard made-to-order objects are dispatched within 7 working days after payment is received. This is the production period and does not include delivery time.

IN STOCK

In-stock objects are dispatched within 1–2 working days after payment is received, Monday to Friday.

If an exceptional event is likely to materially delay dispatch, we will contact you using the email provided at checkout.

2. Delivery Within Ukraine

CARRIER AND DELIVERY OPTIONS

Orders within Ukraine are delivered by Nova Poshta to a branch or parcel locker. At checkout, enter your city and the branch or parcel locker number in the delivery address fields.

COST AND DELIVERY TIME

For a limited time, delivery within Ukraine to a Nova Poshta branch or parcel locker is free. This temporary offer applies to orders placed while it is available on the website.

Delivery time is determined by Nova Poshta and begins after dispatch. Carrier estimates are not guaranteed delivery dates.

3. International Delivery

SHIPPING COVERAGE

We currently ship to all EU countries, the United Kingdom, Norway, Switzerland, the United States, Canada, Australia, and New Zealand. Available destinations are listed at checkout.

We do not ship to Russia, Belarus, or destinations restricted by applicable law, sanctions, trade restrictions, or carrier limitations.

CARRIERS

Depending on the destination and available service, international orders may be sent via:

  • Nova Global;

  • Ukrposhta;

  • another carrier selected according to the available delivery conditions.

SHIPPING COST

International shipping is calculated at checkout and paid together with the order, either through checkout or by bank transfer against an invoice emailed after the order is placed.

ESTIMATED DELIVERY TIME

  • EU / UK: 7–14 business days;

  • US / Canada: 10–21 business days;

  • Australia, New Zealand, and other available destinations: 14–30 business days.

Delivery times are estimates, not guaranteed delivery dates. Some destinations may require additional time due to customs processing, carrier operations, border disruption, weather, local conditions, or other circumstances beyond our control.

EXPRESS DELIVERY

Express delivery may be available upon request. Contact us at mutaeconcept@gmail.com before placing your order so we can confirm availability, cost, and estimated timing for your destination.


4. Duties, Taxes, and Customs

RECIPIENT RESPONSIBILITY

For orders delivered outside Ukraine, import duties, taxes, customs clearance charges, brokerage fees, and other local charges are not included in the price of the object or international shipping unless expressly shown at checkout.

Where applicable, these charges are determined by the destination country and must be paid by the recipient. We recommend familiarising yourself with your country's customs regulations before placing an order.

mutaé does not collect, control, or predict these charges. Duties, taxes, customs fees, brokerage fees, currency-conversion differences, and other third-party charges are not refundable by mutaé.

RETURNED, REFUSED, OR UNCOLLECTED PARCELS

A parcel may be returned to mutaé if the recipient:

  • refuses to pay applicable duties or taxes;

  • declines delivery;

  • fails to collect the parcel within the carrier's holding period;

  • cannot be reached by the carrier;

  • provides an incorrect or incomplete delivery address or customs information.

In these cases, the order is not automatically refunded. Original shipping charges, duties, taxes, return shipping, storage, handling, customs-related charges, and other third-party costs are not refundable by mutaé.

The order may be shipped again once it has returned to mutaé and the customer has:

  • confirmed the correct delivery information;

  • paid all return, storage, customs, address-correction, and redelivery costs.

The required information and payment must be provided within 14 calendar days after our email notification. If we do not receive a response or payment within this period, the order will be treated as unclaimed. mutaé is not required to store an unclaimed order indefinitely or issue a refund, except where mandatory law requires otherwise.


5. Tracking and Shipping Address

TRACKING

A tracking number is sent automatically by email after dispatch, together with a link to the carrier's tracking service.

Tracking information may take some time to update after the shipping confirmation has been issued or while the parcel is being transferred between carriers.

SHIPPING ADDRESS

Please ensure that the following details are complete and correct before placing an order:

  • recipient's full name;

  • complete delivery address;

  • postal code;

  • telephone number;

  • email address;

  • any additional information required for delivery or customs clearance.

To request an address correction before dispatch, contact us as soon as possible at mutaeconcept@gmail.com.

We will make every reasonable effort to update the details. However, changes cannot be guaranteed once the order has been dispatched.

Any additional charges resulting from incorrect, incomplete, or outdated information provided by the customer—including return, storage, address-correction, customs, and redelivery costs—are the customer's responsibility.

If an address error is made by mutaé, we will cover the related costs.

6. Delivery Issues

CARRIER RESPONSIBILITY

mutaé is responsible for checking the condition and components of your order and packing it appropriately before handing it to the carrier.

Once the carrier accepts the parcel, the carrier is responsible for its physical handling and safekeeping during transit under its terms and applicable law. To the extent permitted by mandatory law, the risk of accidental loss or damage in transit passes to the customer at that point.

If a parcel is lost or damaged in transit, we will assist with or submit the relevant claim. Any replacement, reproduction, refund, or other resolution will be considered after the carrier or insurer has officially confirmed the claim, except where the issue resulted from an error by mutaé or mandatory law requires otherwise.

DAMAGED PARCELS

Whenever possible, inspect the parcel before accepting it. If the parcel arrives visibly damaged, ask the carrier to make an official record of the damage before you leave the collection point or accept it from the courier.

If the parcel is delivered without an in-person handover - for example, left outside your door - or the carrier is unable to record the damage, document its condition yourself as soon as you find it and before opening it. Take clear photographs or video showing the parcel as delivered, any visible damage and the shipping label.

Contact us at mutaeconcept@gmail.com within 24 hours of delivery and include:

  • your order number;

  • the tracking number;

  • a short description of the damage;

  • photographs of the outer packaging;

  • a photograph of the shipping label;

  • photographs of the inner packaging;

  • clear photographs and a short video of the damaged object;

  • any carrier damage report or reference number available.

Please retain the object and all packaging until the claim has been resolved. The 24-hour reporting period helps preserve the evidence required for the carrier claim and does not limit mandatory consumer rights.

LOST OR DELAYED PARCELS

If your parcel has not arrived within the estimated timeframe or tracking has stopped updating, contact us at mutaeconcept@gmail.com.

We will assist with the investigation and submit a claim to the relevant carrier where required. A parcel is considered lost only after the carrier officially confirms the loss. Any further resolution will depend on the carrier's or insurer's findings and applicable claims procedure.

MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows that your parcel has been delivered but you cannot locate it:

  1. Check any safe delivery locations, parcel lockers, reception areas, and delivery notices.

  2. Ask members of your household, neighbours, or building staff whether they accepted it.

  3. Contact the local carrier responsible for final delivery.

  4. Email us at mutaeconcept@gmail.com.

We will assist with the investigation. However, a delivered tracking status is not treated as confirmed loss, and any further resolution will depend on the carrier's findings and applicable claims procedure.

7. Contact

For shipping claims and delivery issues:

Email: mutaeconcept@gmail.com

For general shipping questions:

Email: mutaeconcept@gmail.com
Instagram: @mutae.concept

When contacting us about an existing order, please include your order number. Formal claims and order-specific instructions must be confirmed by email.

For information about returning an object, please see our Returns & Refunds page.

Nothing on this page limits mandatory consumer rights. If any provision conflicts with applicable law, that law prevails.