Refund policy

Returns & Refunds

Every Atelier Skulpt and Maison Mini piece is individually handcrafted to order in Dubai, created from the photographs you provide. Nothing is held in stock, and no two pieces are the same. Because each artwork is personalised to your family, this policy differs from a standard returns policy — please read it before you order.

All orders are dispatched from Dubai, United Arab Emirates. This policy is governed by the laws of the United Arab Emirates.

Your photographs

After you order, we will send you our photography guide — a short set of instructions for capturing your child's hands and feet at home using a phone and good daylight. Your piece cannot begin until we receive your photographs.

If the images you send are unclear or unsuitable for hand-drawing, we will contact you and ask for replacements. We will always tell you before we begin rather than work from an image we are not confident in.

Cancelling your order

You may cancel your order for a full refund **within 14 days of placing it, provided you have not yet submitted your photographs**.

Simply email us and we will cancel and refund you in full, to your original payment method.

Whichever comes first ends the window: once your photographs reach us, or once 14 days have passed since you ordered, your order is no longer refundable.

Once production has begun

**Production begins when we receive your photographs.** Your order cannot be cancelled or refunded once we have received them, or once 14 days have passed since you ordered, whichever comes first.

Your artwork is drawn by hand from your own images, your foil is pressed for your design, and your frame is built to size for your piece. It cannot be resold, reused or offered to another customer. We do not accept change-of-mind returns on any personalised piece once production has started.

Because each piece is drawn by hand rather than reproduced mechanically, your artwork is our interpretation of your photographs. Slight differences between your image and the finished linework are inherent to the craft and are not grounds for a refund.

This does not affect your rights if a piece reaches you damaged or defective. Those rights are set out below.

If you don't send your photographs

If we have not received your images within **60 days** of your order, we will contact you. If we still cannot reach you after a further 30 days, we reserve the right to cancel and refund the order.

You are welcome to take your time over the photographs themselves. Many customers wait for a particular age or stage, and we will hold your order open. Please note that the 14-day cancellation window above runs from the date you order, regardless of when you send your images.

If your piece arrives damaged

Every piece is inspected and professionally packed before it leaves our atelier.

If your piece arrives damaged, contact us **within 48 hours of delivery** with:

- Photographs of the damage to the piece
- Photographs of the outer packaging, including any visible damage
- Your order number

Please retain all original packaging until your claim is resolved. We may ask for further images or for the packaging to be inspected.

**Each claim is assessed individually.** We review the evidence alongside our carrier's handling record. Where we are satisfied that the damage occurred in transit, we will remake your piece to the same specification from your original photographs at no cost to you, or refund you in full where a replacement is not possible.

We are unable to accept claims where the damage occurred after delivery, where the original packaging has been discarded, or where the supporting evidence above has not been provided. Reporting within 48 hours matters, as it keeps our claim against the carrier open — if you cannot report within that time, contact us anyway and we will consider the circumstances.

If your piece is defective

Under the UAE Consumer Protection Law (Federal Law No. 15 of 2020, as amended, and Cabinet Decision No. 66 of 2023), where a good is found to have a defect or malfunction, we are required to repair or replace it, or refund its price, without charge. That obligation cannot be excluded by this policy, and we would not want to exclude it.

If your artwork has a defect in materials or craftsmanship, or does not match the specification you ordered, contact us with your order number and photographs and we will put it right.

Small variations are inherent to handmade work. Slight differences in foil tone, grain in the oak or walnut, and minor variation in casting texture are characteristic of the process rather than defects, and are part of what makes each piece individual.

Delivery times

Please allow approximately 60 days from receipt of your photographs to delivery. This is an estimate rather than a guarantee. If a piece is significantly delayed beyond this, we will contact you and you may choose to cancel for a full refund.

International orders, duties and refused deliveries

All orders ship from Dubai. Import duties and taxes are payable by the recipient on delivery and are set by the destination country's customs authority, not by us. We cannot estimate, waive or refund them.

If a delivery is refused, or is returned to us because import charges went unpaid or the delivery address was incorrect, we are unable to offer a refund for the piece, as it remains personalised and cannot be resold. Any cost of return shipping or re-delivery will be payable by you.

Gifts and specific dates

If you are ordering for a birthday, christening, Eid or another fixed date, please send your photographs at least two months ahead, or contact us before you buy so we can confirm whether your date is achievable. A missed date is not in itself grounds for a refund once production has begun.

How to reach us

Email **hello@skulptme.net** with your order number and we will respond as quickly as we can.

We aim to resolve every complaint directly. Consumers in the UAE may also raise a complaint with the Ministry of Economy or the relevant Emirate's consumer protection authority.