Shipping & Customs

1. Destinations

We print and ship through our global production network, which routes each order to a qualified local facility and hands it to a tracked courier. Your artifact ships to 54 destinations — the 27 EU member states plus 27 further countries. Shipping cost is included in the displayed price: what you see on the tier screen is the total we charge you.

The checkout address form accepts exactly these 54 countries. Our print partner can technically reach ~150 more; we'll widen the list as we validate landed cost. For a destination not listed, write to [email protected].

2. Production & Delivery Times

An order moves through two stages: production (your personalized artifact is printed and bound to order) and transit (tracked courier to your address). Delivery estimates below are total, from order confirmation to your door, and are indicative — not guaranteed dates.

• European Union: approx. 5–10 business days
• UK, Switzerland, Norway: approx. 6–12 business days
• North America, Gulf, Asia-Pacific: approx. 8–15 business days

Because production is routed to a facility near the delivery address, many orders never cross a border. Where an order does clear customs, that step can add unpredictable time. We publish the courier tracking number as soon as the parcel is handed over.

For consumers resident in the European Union, EU consumer law sets a maximum delivery window: we will deliver your artifact without undue delay and in any event no later than 30 days from the conclusion of the contract. If we fail to deliver within that period, you may terminate the contract and receive a full refund (Article 18, Directive 2011/83/EU).

That 30-day period applies unless a longer delivery time is expressly agreed with you. Sample-First Fulfillment (Section 2.1) is the only such agreement we offer: it is optional, it exists because you asked to inspect a sample before we print the run, and you agree to its longer timeline at checkout. For an order on that timeline, Section 2.1 states the delivery period instead of the 30 days above. Your right to terminate the contract and receive a full refund if we miss the applicable period is unaffected either way.

2.1 Two-Phase Deliveries (Sample-First Bulk Orders)

If you opt into Sample-First Fulfillment for an order of 20+ copies, your delivery is divided into two distinct shipments on an extended, agreed-upon timeline:

• Phase 1 (The Sample): Produced and dispatched via fast-track tracked courier. Estimated delivery is 6–9 business days from the date of your order.
• Phase 2 (The Batch): Following your 14-day sample evaluation window (or your early approval), the remaining artifacts enter batch production and ship by tracked courier. Estimated delivery for the batch is 8–13 business days from the date of approval.
• Total Estimated Time: Because this process includes a 14-day customer evaluation pause, the total delivery timeline for a fully completed bulk order is typically 24–35 business days.

As with all our estimates, these are indicative and not guaranteed dates. Because Sample-First Fulfillment is optional and its longer timeline is agreed with you at checkout, the total above is the applicable delivery period for such an order — it replaces both the regional ranges and the 30-day period in Section 2, which continue to apply to every order not placed on this basis.

3. Carrier & Tracking

We ship through our fulfilment partner. Every parcel is tracked end-to-end. You will receive the tracking number by email once the parcel leaves the production facility. Signature on delivery may be required depending on destination and value.

4. Shipping Cost

Initial standard shipping is included in the artifact price for every destination we serve. We do not charge shipping surcharges, handling fees, or remote-area fees at checkout. What you pay at checkout is the full amount AIONLUMA collects for your initial order and delivery.

5. Customs, Duties & Import Taxes

Our artifact is a printed book (customs classification HS 4901). Printed books carry a 0% (free) base customs-duty rate in most markets — including the EU, UK, US and Canada — under standard tariff schedules and the UNESCO Florence Agreement on the importation of educational, scientific and cultural materials. So import duty on your order is usually nil.

Within the European Union there are no customs formalities at all (single market) and EU VAT is already included in the price you pay.

For non-EU destinations we ship DAP (Delivered at Place): the recipient is the importer of record. Even though the customs duty is typically zero, some countries still charge import VAT or sales tax, a temporary import surcharge (for example, the United States removed its low-value de-minimis exemption in 2025), or a carrier handling fee. These are assessed by your local authority, are payable by the recipient, and are not included in our price.

We cannot calculate these in advance: they depend on your country's current rules, value thresholds, and the courier. Where anything is due, the carrier usually contacts the recipient before final delivery. Rules change frequently — check with your local customs or tax authority for the latest.

If you refuse to pay a charge assessed on your parcel, the shipment will either be returned to us or destroyed by the local authority. How we handle parcels that are returned is set out in Section 7. Because artifacts are uniquely personalized from your video sequence and are shipped under DAP (Delivered at Place) terms, you alone are responsible for clearing them through your local authorities. If a parcel is seized, returned, or destroyed by customs or the carrier due to your failure or refusal to pay applicable duties, taxes, or handling fees, we will not issue a refund or a free replacement.

6. Lost or Damaged Parcels

If your parcel arrives damaged, please photograph the outer packaging and the artifact before unpacking further, and contact us within 7 days of delivery at [email protected]. Prompt reporting lets us file a damage claim with the courier and arrange a replacement quickly. Please note: this 7-day window is a request to help our logistics team — it does not limit or affect your mandatory statutory rights, including your 24-month Legal Guarantee of Conformity for defective goods.

If tracking has not updated for more than 14 days (EU) or 30 days (non-EU destinations), contact support and we will open a claim with the carrier. We typically resolve lost-parcel claims within 10 business days and dispatch a replacement at no additional cost.

7. Undeliverable or Refused Parcels

If a parcel is returned because the address provided at checkout was incorrect, the recipient was absent after multiple documented delivery attempts, or applicable customs charges were refused, we will contact you at the email address on your order.

Because artifacts are uniquely personalized to your uploaded sequence and cannot be restocked or resold, we cannot offer refunds for parcels returned for these reasons. Returned artifacts will be disposed of, and no refund will be issued.

A parcel duly tendered by the carrier to the delivery address provided on your order constitutes full performance of our delivery obligation, and any subsequent non-delivery or return resulting from non-acceptance, absence, incorrect details, or refused charges does not engage the right to terminate or claim a refund under Section 2.

For orders designated as gifts or shipped to a third-party recipient, attempted delivery or tender to the designated recipient constitutes valid tender to you, and any refusal, non-collection, or delivery failure attributable to the recipient carries the exact same legal effect as if it were your own.

Delivery errors not attributable to you: If a parcel is returned due to a carrier error, transit mistake, or an address error made on our end, we will re-ship your artifact immediately at no additional cost to you.

8. Changes

We may update this policy from time to time. Material changes will be communicated on the website. The version in force at the time of your order is the one that applies to that order.

9. Risk of Loss

We bear the risk of loss or damage to your artifact during transit. This risk passes to you — or a third party designated by you, such as a gift recipient — only when physical possession of the parcel is acquired.

See also our Terms of Sale and Privacy Policy.