Shipping policy
Shipping Policy
MADE-TO-ORDER PRODUCTION
Each Layers of LeRoi piece is handcrafted to order in our Vancouver atelier.
Our current production time is typically 1–2 weeks, unless a different timeframe is stated on the product page or confirmed at the time of purchase. Production time begins after all required measurements, options and custom details have been confirmed.
Production time is separate from shipping transit time.
Custom-sized pieces, Private Commissions, larger orders and items requiring specially sourced materials may require additional production time. Where applicable, an estimated timeframe will be confirmed before or after the order is placed.
SHIPPING DESTINATIONS AND RATES
We ship to the destinations available at checkout.
Available shipping methods and costs are calculated or displayed at checkout based on the delivery address, package size, order value and selected shipping service.
Shipping charges are collected at checkout unless otherwise stated.
If no shipping method is available for your address, please contact us at contact@layersofleroi.com before placing your order.
ORDER PROCESSING AND DISPATCH
Once production is complete, your order will be carefully inspected, packaged and prepared for shipment.
Orders containing multiple made-to-order items will normally ship together after all items are complete, unless a separate arrangement has been confirmed.
Orders are dispatched on business days, excluding statutory holidays.
TRACKING INFORMATION
Tracking information will be sent to the email address provided at checkout after the order has been dispatched.
Tracking updates may take up to 24–48 hours to appear after the shipping label has been created or the package has been accepted by the carrier.
Please ensure that the email address provided at checkout is accurate.
ESTIMATED DELIVERY TIMES
Delivery estimates shown at checkout or provided by the carrier begin after the order has been completed and dispatched.
Transit times do not include the made-to-order production period.
All delivery estimates are provided in business days and are estimates rather than guaranteed delivery dates. Delivery may be affected by carrier delays, customs processing, weather, holidays, peak shipping periods or other circumstances outside our reasonable control.
SIGNATURE CONFIRMATION
Signature confirmation is not included unless it is offered and selected at checkout or arranged with us before dispatch.
Customers who require signature confirmation should contact us before the order is shipped. Additional charges may apply.
SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us as soon as possible if an address correction is required. Once an order has been shipped, we may not be able to change or redirect the delivery address.
If a package is returned because the address supplied by the customer was incomplete or incorrect, the customer may be responsible for any additional shipping costs required to resend the order.
We are not responsible for delivery delays resulting from incorrect or incomplete address information supplied by the customer.
INTERNATIONAL ORDERS, DUTIES AND TAXES
International orders may be subject to import duties, taxes, brokerage charges or customs fees imposed by the destination country.
Unless expressly included at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
Customs processing may delay delivery. Layers of LeRoi cannot control or predict the amount of customs charges or the length of customs processing.
Customers are responsible for ensuring that the ordered products can be legally imported into the destination country.
DAMAGED PACKAGES
Please inspect your package upon delivery.
If an item arrives damaged, please contact us at contact@layersofleroi.com within 7 days of delivery and provide:
- Your order number
- A description of the damage
- Clear photographs of the product
- Clear photographs of the shipping box, packaging and shipping label
Please retain all original packaging while the matter is being reviewed.
Once the issue has been reviewed, we will assist with the carrier claim and arrange an appropriate repair, replacement or refund where applicable.
LOST OR MISSING PACKAGES
If tracking indicates that a package has not moved for an extended period or has not arrived within the expected delivery period, please contact us so that we can review the shipment and assist with an enquiry or claim through the carrier.
If tracking shows that a package has been delivered but it cannot be located, please first check the delivery area, household members, neighbours, building management and any carrier delivery notice.
A carrier investigation may be required before a replacement or refund can be considered.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection law.
RETURNED-TO-SENDER PACKAGES
Packages may be returned to us because of an incorrect or incomplete address, unsuccessful delivery attempts, refusal of delivery, unpaid customs charges or failure to collect the package.
Once the package has been returned and inspected, we will contact the customer regarding available options.
Additional shipping charges may apply if the customer requests that the package be sent again. Original shipping charges, duties and customs-related charges may not be refundable unless the return resulted from our error or applicable law requires otherwise.
DELIVERY DELAYS
Layers of LeRoi will make reasonable efforts to dispatch each order within the stated production timeframe.
We are not responsible for carrier, customs or weather-related delays outside our reasonable control, but we will assist customers with available tracking information and carrier enquiries.
For time-sensitive orders, please contact us before purchasing so that production and shipping availability can be reviewed.
CONTACT
For questions regarding production times, shipping availability, tracking or delivery, please contact:
Layers of LeRoi
Email: contact@layersofleroi.com