Opening the atelier…
Every piece is made to your approved specification. We confirm the production estimate, delivery destination and available service for your commission before the piece is dispatched.
We arrange tracked, insured delivery worldwide, subject to carrier availability, local import rules and any trade restrictions. Your delivery estimate is confirmed for your commission and begins after the piece passes final inspection. Customs processing and events outside our reasonable control may affect that estimate.
A delay caused by stone sourcing, final quality checks or customs will never be hidden from you. We will explain what changed and provide an updated estimate.
Finished pieces are sent by a tracked service with insurance appropriate to the shipment. A signature or identity check may be required. Please check the delivery address before dispatch and tell us immediately if it needs to change.
Carrier availability, import restrictions and secure-delivery coverage vary by destination. If we cannot safely serve the requested address, we will contact you before dispatch to agree an alternative.
Your written quotation states what is included in the price. Unless it expressly says otherwise, import duties, destination taxes, customs charges and courier clearance fees are the recipient’s responsibility and may be collected before or on delivery.
Customs authorities or the courier may contact the recipient for information or payment. Customs clearance time is outside our direct control, but we will provide the commercial documents available for the shipment.
Fully refundable until you approve the final design; then credited to your first payment.
Your deposit is fully refundable until you approve the final design. After approval, sourcing and production commitments begin. A later cancellation is subject to written agreement, and we may retain amounts that reasonably cover completed work and non-recoverable materials, with the calculation explained to you.
Because every piece is made to an approved specification, we do not accept change-of-mind returns after production has begun. If a piece arrives damaged, is defective or does not match the approved specification, contact us as soon as reasonably possible. We will assess it and arrange an appropriate repair, replacement or other remedy required by applicable law. Your statutory rights are not affected.
If the parcel appears damaged, photograph the outer packaging and the piece and contact us as soon as reasonably possible at charlie@sater.sg. Please keep the packaging while we arrange the next step.