Shipping and Returns

This page sets out how we intend to ship and how returns will work. The shop is not open yet, so treat this as our stated commitment rather than a live service. The version published when ordering opens is the one that will bind us.

Where we ship

Our pieces are made in Marrakech and we ship worldwide. Some destinations are restricted by our carriers, and we will say so at checkout rather than take an order we cannot fulfil.

Making time and dispatch

Because each lamp is made by hand, an order is not picked off a shelf. Expect a making window before dispatch, stated on the product page and confirmed in your order email. Larger pieces and custom sizes take longer. If anything is going to be late we will write to you rather than let the date pass in silence.

Packing

Pierced brass dents if it is treated as a parcel. Everything is packed to survive being dropped, and larger fixtures are crated. Keep the packaging until you are certain you are keeping the piece; you will need it for a return.

Duties and taxes

Prices are shown excluding import duty and local sales tax unless stated at checkout. Where the destination country charges duty or VAT on import, that is payable by you and is set by your government, not by us. We declare shipments accurately and at their real value; we will not mark an order as a gift or understate it.

When it arrives damaged

Inspect the piece on arrival. If it reaches you damaged, photograph the packaging and the damage and write to support@handsofatlas.com within 14 days. We will replace it or refund you in full, including shipping. You will not be asked to argue about it.

Returns and cancellations

You may return a standard piece within 14 days of delivery for a refund, provided it is unused, unwired and returned in its original packaging. Tell us first at support@handsofatlas.com so we can give you the return address. Return shipping is yours to pay unless the piece was damaged, faulty or not what you ordered, in which case it is ours. Refunds are issued to the original payment method once the piece arrives back with us.

Pieces made to a custom size or specification cannot be returned simply because you have changed your mind, since they cannot be resold. This does not affect your rights if the piece is faulty.

If you are a consumer in the UK or EU, you have a statutory right to cancel within 14 days of delivery; nothing here reduces it.

Faults

If a fault in the making appears in normal indoor use, write to support@handsofatlas.com with photographs and we will repair or replace the piece. Natural darkening and patina of brass, and the small irregularities of handwork, are characteristics of the material and not faults.

Electrical safety

Fixtures should be installed by a qualified electrician and fitted with a bulb of the stated type and maximum wattage. Some shades are covers only, with the lamp holder installed in the wall or ceiling; the product page says which. We are not responsible for damage or injury caused by incorrect installation or by exceeding the stated wattage.

Contact

Anything about an order, a delivery or a return goes to support@handsofatlas.com.