# Cidu Policies
## Shipping Policy
**1. Shipping Method**
All orders are shipped via international air freight: packages are flown from China to the destination country, then handed over to a local courier for final delivery.
**2. Processing Time**
Every piece on Cidu is entirely handmade by the artist, and our makers also sell through other channels such as local markets, so stock may change in real time:
- If the item is in stock, it can ship within **5 business days** at the earliest;
-If an item is not in stock, a production period of **1–4 weeks** is required.
- The estimated processing time for each item is shown on the product page, and we will also keep you updated by email after you place your order.
**3. Delivery Time**
After shipping, packages usually arrive within **5–12 business days**. The following may cause delays beyond our control:
- Delivery to remote areas;
- Customs inspection or clearance;
- Weather, natural disasters, strikes, or other force majeure events.
**4. Tracking**
Once your package ships, we will send you a tracking number by email so you can follow its progress at any time.
**5. Shipping Costs**
Shipping costs are calculated based on the destination country and package weight, and will be clearly displayed at checkout.
**6. Shipping Address**
Please ensure your shipping address is accurate and complete when placing an order. If a package is returned, lost, or incurs extra fees due to an incorrect or incomplete address, or because no one is available to receive it, the responsibility and related costs lie with the buyer. Re-delivery requires an additional shipping fee.
**7. Uncollected Packages**
Please collect your package promptly after it arrives. If a package is returned, destroyed, or stolen because it was not collected within the carrier's holding period, the order is non-refundable, and re-delivery requires an additional shipping fee.
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## Refund & Cancellation Policy
**1. Order Cancellation (Before Production)**
Because every piece is handmade to order and custom in nature:
- Within **12 hours** of placing your order, before the artist has begun making the piece, you may contact customer support to cancel for a full refund;
- After 12 hours, or once the artist has begun production, the order **cannot be cancelled or refunded**.
**2. Lost Packages**
If a package is lost in transit and confirmed as lost by the carrier, you may choose either a **full refund** or a **free remake and reshipment**. Carrier investigations may take some time, but we will follow up throughout and keep you informed.
**3. Damaged Items**
If your piece arrives damaged, please contact customer support within **48 hours** of delivery, with photos or videos of both the outer packaging and the damaged item as evidence. Once verified, you may choose either a **full refund** or a **free remake and reshipment**. Claims made after 48 hours cannot be processed.
**4. Non-Refundable Situations**
Refunds or replacements will not be provided in the following cases:
- Cancellation requests made after production has begun;
- House number not entered
- Damage caused by the buyer after delivery;
- Packages stolen or lost because they were not collected promptly after normal delivery;
- Loss or return caused by an incorrect address provided by the buyer;
- Natural variations inherent to handmade work (see below).
**5. Handmade Variations**
Every handmade piece is one of a kind. Slight variations in size, glaze color, tiny air bubbles, minor glaze imperfections, or visible hand marks may occur. Product photos are for reference only, and natural variations are a normal characteristic of handmade ceramics rather than quality defects. Returns or refunds on these grounds will not be accepted.
**6. Refund Method**
All refunds are returned to your original payment method, usually within **3–5 business days** after approval. The exact timing depends on your payment provider.
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## Privacy Policy
**1. Information We Collect**
To process your order, we collect the following information:
- Your name, email address, shipping address, and phone number;
- Order and payment information (payments are processed through encrypted third-party payment providers; we do not store your full card details);
- Browsing data on our website (via cookies — see below).
**2. How We Use Your Information**
We use your information only to:
- Process orders, arrange shipping, and provide after-sales support;
- Communicate with you about your order status;
- Send you news about new pieces or promotions, with your consent