Shipping policy

Last updated: 16 October 2026

Our figure repaints are hand-painted to order unless a listing expressly states otherwise. That means your order has two separate stages, and it is worth understanding both before you buy.

How Long It Takes

Your total wait is painting time plus shipping time. These are separate, and they run one after the other.

Stage 1 — Painting

Option	Painting time
30-day completion	30 business days
50-day completion	50 business days

Painting time begins the business day after your order is placed and the required brief is agreed. If we agree in writing to repaint a figure you already own, the start date is confirmed after it reaches the studio. Please do not send a figure without arranging this with us first. Availability of each completion option is shown in your order or confirmed with the studio; this policy does not add an option that is not offered at purchase.

Stage 2 — Shipping

Method	Delivery time	Cost
Free Standard	15–20 business days	Free worldwide
Priority	8–12 business days	£14.99

Total time to your door

Your order	Typical total
30-day completion, Standard shipping	45–50 business days (approximately 9–10 weeks)
30-day completion, Priority shipping	38–42 business days (approximately 8 weeks)
50-day completion, Standard shipping	65–70 business days (approximately 13–14 weeks)
50-day completion, Priority shipping	58–62 business days (approximately 12 weeks)

Business days are Monday to Friday, excluding public holidays in the United Kingdom and Vietnam.

These are estimates, not guarantees. Hand-painting is not a production line, and international shipping is not fully within our control.

Where We Ship From

Our painting studio is in Vietnam, and all orders are dispatched from there.

This matters for two reasons. Your parcel will clear customs in your own country before delivery, and the origin on your customs paperwork will show Vietnam.

Approval Before Dispatch

Nothing ships until you have seen it.

When your figure is finished, we send you clear photographs for approval. Your order is dispatched only once you have approved them.

Please respond to proof photographs promptly. Delivery estimates run from dispatch, after your approval and payment of any remaining balance. A delay in approval or payment extends your total wait.

Our Refund and Returns Policy sets out what happens at the proof stage in full.

Carriers and Tracking

We ship with UPS, DHL and FedEx, and their local delivery partners.

Once your parcel is dispatched, you will receive a confirmation email containing a tracking number.

Why your tracking may show nothing

International parcels often travel as part of a consolidated shipment. While a consolidated shipment is in transit and clearing customs, all parcels within it move under a single master tracking number. Individual tracking numbers activate only after the shipment is released and parcels are separated at the destination.

This means you may see no tracking updates for a week or more after dispatch. This is normal. It does not mean your parcel is lost or that it has not been sent.

Tracking typically becomes active once the parcel reaches your destination country, after which movement is usually quick.

Customs, Duties and Import Taxes

Unless checkout expressly states that duties or import taxes have been collected, import duties, taxes and customs charges are not included in the price you pay us.

These charges are set by your own country's customs authority and are your responsibility. We have no control over them, cannot predict them, and cannot refund them.

Some carriers charge an additional handling or brokerage fee for processing customs clearance. This is also your responsibility.

We recommend checking with your local customs office before ordering if you are unsure what you may be charged.

We do not mark parcels as gifts or declare a value lower than the amount paid. Doing so is customs fraud, and we will not do it on request.

Refused or unclaimed parcels

If you refuse to pay customs charges, or do not collect your parcel, it may be returned to us or destroyed by the carrier.

Contact us before refusing a parcel. We will review the circumstances and any reasonable, evidenced return costs. Any deduction must be lawful and proportionate; a returned or destroyed parcel does not automatically remove your statutory rights. We will not deduct costs where the issue arose from our error.

Delays

Painting delays

Occasionally a commission takes longer than estimated — high demand, a figure that proves harder to source, or circumstances beyond our control. Where we expect to exceed our stated painting time, we will contact you.

Shipping delays

Carrier backlogs, customs processing, weather and public holidays can all extend delivery. Customs clearance in particular can add one to three weeks with no tracking movement during that period.

We will do what we can to chase a delayed parcel, but carrier and customs timescales are not within our control.

Shipping Address Accuracy

You are responsible for providing a correct and complete shipping address at checkout, including any apartment, unit or building number.

An incorrect address may cause delays or extra costs. We will review what happened and help where reasonably possible; this does not exclude responsibility for our own errors.

If you spot an error in your shipping details, email info@2dfigurepainting.com immediately. We can usually change an address before dispatch. Once a parcel has been dispatched, we cannot.

If a parcel is returned because you supplied an incorrect address, any reasonable redelivery charge will be explained and agreed before we resend it.

Lost Parcels

International tracking may pause while a consolidated shipment travels or clears customs. A pause alone does not prove that a parcel is lost.

If there has been no movement for 30 consecutive days and the carrier cannot locate the parcel, we treat it as potentially lost and investigate. Contact us earlier if you are concerned; you do not have to wait 30 days to ask for help.

Please report delivery problems within 60 days of dispatch where possible so we can use the carrier’s investigation process. This is an operational request, not a cut-off for your statutory rights.

Where goods have not been delivered, we remain responsible for resolving the issue in accordance with your legal rights. Depending on the circumstances, this may mean replacement or refund. If an agreed essential delivery date is missed, or delivery does not take place within an appropriate additional period where one is required, you may have a right to end the contract and receive a refund.

Parcels marked as delivered

Check with your household, neighbours and any agreed safe place, then contact us. A tracking status alone does not automatically transfer responsibility to you: we will investigate whether the parcel reached you or a person you nominated. Risk normally passes when you or your nominated recipient takes physical possession, except where you independently commission a carrier we did not offer.

Damaged Parcels

If your order arrives damaged, please contact us as soon as possible, ideally within 48 hours of delivery, to help us collect evidence. Reporting later does not remove your statutory rights.

Email info@2dfigurepainting.com with:

Your order number
Clear photographs of the outer packaging, including any damage to the box
Clear photographs of the damage to the figure

Please keep the packaging if possible until your claim is resolved. Packaging photographs help a carrier investigation, but missing original packaging does not by itself remove your rights where goods are faulty, damaged or not as described.

Our Refund and Returns Policy sets out how damage claims are resolved.

Multiple Items

Where you order more than one figure, items may be completed at different times.

Unless you ask otherwise, we hold your order and ship everything together once all items are finished. If you would prefer items shipped separately as they are completed, email us — additional shipping charges will apply.