01. Orders & Production

• How does "Made-to-Order" work?

  • To honor the slow-living philosophy and ensure uniqueness, most of our pieces are created only after an order is placed.

  • This artisanal process typically takes 7–15 business days before the item is ready for its final quality inspection and dispatch.

• Can I modify or cancel my order?

  • It depends on your piece's journey!

    • Before Production: If our artists haven't started, we’re happy to help you swap styles or cancel. Email us ASAP!

    • Art in Progress: As each piece is made-to-order to start its story fresh with you, changes aren't possible once crafting begins.

    • After Delivery: Paintings have a 14-day exchange window; Tableware and drinkware are final sales.

• Why does my item look slightly different from the photo?

  • Every Neroliya piece is handcrafted.

  • Natural variations in size, shape, brushwork, and color are not defects; they are the unique soul of handmade art that we celebrate.

02. Shipping & Delivery

• Do you offer free shipping?

  • Yes, we offer Free International Shipping on all orders worldwide.

• How long will it take to receive my order?

  • After the 7–15 day production period, delivery usually takes 5–12 business days, depending on your location and local customs clearance.

  • You will receive a tracking number as soon as your package is dispatched.

• What about Customs Duties and Taxes?

   

  • Import Duties: Good news! All import duties are prepaid and covered by us, ensuring a smooth delivery with no hidden customs fees.

  • Sales Tax/VAT: Online prices exclude tax. All applicable sales taxes or VAT are the responsibility of the customer and will be automatically calculated at checkout based on your shipping address.

03. Returns & Exchanges

• What is your return policy?

  • Due to the intimate and made-to-order nature of our work, all sales are generally considered final.

• Can I exchange my purchase?

  • Paintings: We offer a 14-day exchange window. The piece must be returned in its original, flawless condition.

  • Return Risk: Shipping costs and transit risks are the customer's responsibility. We strongly recommend using a tracked and insured shipping service.

  • Tableware & Ceramics: For hygiene and integrity reasons, these items are Final Sale and cannot be exchanged.

• What if my item arrives damaged?

  • Please contact us with clear photos of the damage within 48 hours of delivery.

  • Once confirmed, we will provide a full refund or a free replacement.

04. Care & Usage

• Fiber Art (Fiber Paintings):

  • Please display indoors, away from direct sunlight and excessive humidity.

  • Gently dust with a soft, dry cloth when needed.

• Hand-painted Glassware:

  • These pieces are not dishwasher or microwave safe.

  • Hand wash gently with mild soap and lukewarm water to protect the hand-painted details.

• Oil Paintings:

  • Avoid direct sunlight and high humidity to prevent fading or warping.

  • Clean gently with a soft, dry cloth. Do not use water or chemical cleaners.

• Ceramic Objects:

  • Our ceramics are microwave, oven, and dishwasher safe.

  • However, we recommend gentle hand washing to preserve the intricate painted details for years to come.