Here’s our shipping policy and important information about shipping costs and import duties. If you have any questions about what you read, or if something isn’t covered, please email at welcome@thatisnilla.com
Legal Stuff
NILLA ships to almost all countries worldwide. If you are located somewhere we do not ship to, please contact us, and we will see if we can find a solution for you.
NILLA reserves the right to refuse shipments to specific countries.
NILLA cannot guarantee how long a shipment takes to arrive and is not responsible for any delays once the order has been handed over to the carrier.
Packing and Shipping
The artworks are shipped by courier (DHL, UPS, GLS) to ensure speedy delivery. You’ll see the shipping costs for your order at checkout.
The shipments are covered by insurance.
We aim to pack and give the order to the courier within five business days of receiving it. The international shipments may require up to ten business days due to the export approval from the Italian Fine Art Authority.
If your order is urgent, please send an email (welcome@thatisnilla.com), and we’ll do everything we can to prioritize it.
Taxes and Import Fees
International orders may be subject to customs duties and local taxes, which are not included in the shipping costs. Customs are not pre-paid for any artwork (framed and unframed), and they are responsibility of the buyer upon delivery. The amount payable depends on the value of the items and local import rules.
Delivery
Once the delivery is in the hands of the courier, you’ll receive an email with a tracking number when your package has been sent.
Your order is delivered to the shipping address you provided when you place your order. Please be sure someone is available at the delivery address to accept the order when it is delivered.
If you change your mind about the purchase once the item is delivered, please check our “Returns and Cancellation” policy. The costs due to a return decision, like the cost of transport to return the item and customs duties, will be in charge of the customer.
Issues with your order
- We do everything we can to ensure that your order arrives promptly and in perfect condition. If you receive your item damaged or defective, or if you receive the wrong item, contact us immediately at welcome@thatisnilla.com. We will review the issue and do everything we can to correct it.
- For more precise information, please read our “Damaged and defective items” section of the “Returns and Cancellations” policy.