Shipping, Returns and Refunds

Shipping and Delivery

Every Sibania porcelain work is made, painted and finished entirely by hand in our workshops. To ensure that each sculpture travels safely and arrives intact, we use special reinforced packaging designed for the fragility of our products.

Processing Times

Orders are handed over to the courier within 3 working days from receipt of payment (or from the credit, in the case of bank transfer).

Unavailable items: if an item becomes out of stock after order confirmation, our Customer Service will inform you by email within 3 working days, indicating restocking times. You may either accept the wait or cancel the order with a full refund of the amount paid.

In any case, delivery takes place within 30 days from order confirmation, unless otherwise agreed with you.

Average courier delivery times, counted from the handover to the courier, are approximately 2 to 5 working days.

Shipping Zones and Rates

Shipping costs are calculated automatically at checkout. The rates by destination are detailed below:

Shipping Zone Included Countries Shipping Cost Free Shipping From
Italia ITALIA € 13,00 € 49,00
Zona 1 (Europa UE) AUSTRIA, BELGIO, GERMANIA, LUSSEMBURGO, OLANDA, REP.CECA, UNGHERIA, POLONIA, SLOVACCHI, SLOVENIA, DANIMARCA, SPAGNA, FRANCIA, MONACO, UK, CROAZIA, ROMANIA, PORTOGALLO, IRLANDA, ESTONIA, FINLANDIA, LETTONIA, LITUANIA, SVEZIA, GRECIA, SVIZZERA, BOSNIA, BULGARIA, SERBIA, MONTENEGRO € 13,00 € 300,00
Zona 2 AZZORRE, ISOLE CANIARIE, NORVEGIA, BUSINGEN, CEUTA, HELGOLAND, BALEARI, LIECHTESTEIN, MADEIRA, MELILLA, MONTE ATHOS, ISLANDA, CORSICA € 15,00 € 400,00
Zona 3 AFGHANISTAN, ARMENIA, AZERBAIJAN, BIELORUSSIA, CIPRO, KAZAKISTA, KIRGHIZISTAN, KOSOVO, MOLDAVIA, MACEDONIA, TAGIKISTAN, TURKMENISTAN, UCRAINA, UZBEKISTAN, ALBANIA, ALGERIA, ARABIA SAUDITA, BAHREIN, EGITTO, ETIOPIA, GHANA, GIBILTERRA, GIORDANIA, INDIA, ISRAELE, KUWAIT, LIBANO, LIBIA, MAROCCO, MAURITANIA, NIGER, IGERIA, OMAN, PAKISTAN, PALESTINA, QATAR, RUANDA, RUSSIA, SENEGAL, SIRIA, SUDAN, TUNISIA, TURCHIA, YEMEN € 20,00 € 400,00
Zona 4 Resto del Mondo € 40,00 –
Zona 5 ANDORRA € 80,00 –

For shipments to non-EU countries, any customs duties, import taxes or local charges are payable by the recipient.

Packaging and Receiving Your Parcel

Our pieces are placed in shaped, shock-resistant protective structures to safeguard the most delicate details, such as the drapery of garments and the faces.

What to do on delivery:

Upon delivery, please check the condition of the external packaging. If the box shows crushing, holes, tears or clear signs of mishandling:

  1. Sign the courier’s receipt with reservation, stating the reason (for example: “Accepted with reservation: damaged box”).
  2. Take some clear photographs of the external box immediately, before opening it.
  3. Report the damage to info@sibania.it within 14 days from delivery, attaching the photographs. The email will serve as your written proof.

Artisanal Craftsmanship

Each item is made and hand-painted. Slight differences in appearance (drapery of garments, intensity of colours, arrangement of textures, painting, etc.) are characteristic of artisanal craftsmanship and do not constitute a conformity defect. Substantial differences from the product description on the website are excluded.

Returns, Replacements and Refunds

Under the Italian Consumer Code (Legislative Decree 206/2005 and subsequent amendments), you may withdraw from your purchase within 14 days from receipt of the product. For products damaged during transport, the protections provided by the Legal Guarantee of Conformity apply, as described below.

1. Damaged or Defective Product

If the porcelain arrives broken or damaged during transport, please follow these steps:

  1. Report within 14 days from delivery by writing to info@sibania.it or using the online form.
  2. Photographic documentation: attach to your report photographs of the damaged external box and detailed photographs of the broken piece.
  3. Return of the piece: once your report has been verified, we will tell you how to return the item. Please pack it with the utmost care, using the original packaging and protections or equivalent packaging.
  4. Return costs borne by Sibania: for transport damage, the return is free of charge for you.
  5. Replacement or refund: once the piece has been received and verified, you may choose between a replacement with a new item and a refund of the price. The refund will be made using the same payment method used for the purchase, unless otherwise agreed.

2. Recesso per Ripensamento

If you wish to return the item because you have changed your mind:

  • Notify your withdrawal within 14 days from receipt of the product, using the online form or by email to info@sibania.it. No reason needs to be given.
  • Return the product within 14 days from the withdrawal notice, complete, without signs of use and preferably in its original packaging. If the product is returned damaged due to inadequate packaging, Sibania may deduct the actual reduction in value, documented with photographs.
  • Return shipping costs for withdrawal are borne by the Buyer. The product must be sent to: Via Croce 44-46 – 36033 – Isola Vicentina – Vicenza – Italy. We recommend using a trackable shipping service and keeping the receipt.
  • Refund: we will refund the price paid, including standard shipping costs, within 14 days from receipt of the return or from proof of shipment, whichever comes first, using the same payment method used for the purchase, unless otherwise expressly agreed.
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