Shipping policy

At Gallery de Neyuh, every piece is carefully handcrafted. Because of our dedication to craftsmanship, some items require additional production time before shipping. Please review the details below to understand how our shipping works globally.

1. Production Lead Time

Delivery time is calculated from the date your product is completed (finished, packed, and handed to the courier).

  • In-stock items (Ready to ship): 1–3 business days processing.

  • Made-to-order items: 7–10 business days production before shipping.

  • Pre-order items: 30 business days production (clearly marked on product pages).

2. Estimated Delivery Time (Transit, after production completion)

  • United States, Canada, United Kingdom, Australia, Singapore: 7–12 business days.

  • Other countries: 10–20 business days (up to 30 in exceptional cases).

  • Vietnam domestic: 2–5 business days.

Example (Made-to-order item to USA): 7–10 business days production + 7–12 business days transit = 14–22 business days total from order date.

3. Duties & Taxes

  • Inclusive (no extra fees): For customers in the United States, Canada, United Kingdom, Australia, Singapore, the price shown on our website is the final price duties, VAT, and shipping are included.

  • Other destinations: Prices include free international shipping, but local import duties/VAT may apply and are the customer’s responsibility. We provide full documentation (invoice, HS code) to ensure smooth customs clearance.

4. Tracking & Insurance

  • A tracking number will be provided by email once your order is dispatched.

  • All shipments are fully insured against loss or damage during transit.

5. Pre-orders & Delays

  • Pre-orders: Ship after the stated production time (30 business days unless noted otherwise).

  • Delays: If production or shipping takes longer than expected, we will inform you within 2 business days and provide an updated timeline.

  • Customers may cancel for a full refund if production is delayed beyond 10 business days (for made-to-order) or 15 business days (for pre-order) past the stated timeframe.

6. Split Shipments

If your order includes items with different production times (e.g., in-stock + made-to-order), by default we will ship everything together when the final item is ready. Customers may request split shipments; additional shipping fees may apply.

7. Customer Support

For any questions regarding shipping, duties, or delivery timeframes, please contact our support team at Cs@neyuleather.com.

8. SHIPPING-RELATED RETURNS AND EXCHANGES

In the unlikely event that your order is damaged or lost during shipping, please contact us within 48 hours of receiving the package. We will assist you in filing a claim with the shipping carrier and, depending on the circumstances, may issue a replacement or refund.