Shipping policy

Shipping policy

Free worldwide shipping

Shipping is free on every order, to every country we deliver to. There is no minimum spend and no shipping charge added at checkout.

How long it takes

A VoxelPals order moves through three stages:

• Design — 2–3 days (3–4 days for polymer clay). Once we have your photo (uploaded on the product page, or emailed to hello@voxelpals.com after checkout), we turn it into a proof and send it to you: a digital proof for brick figures, or photos of the sculpted face for polymer clay. We send photos at every step and make changes on request.
• Build — 8–12 days. After your approval, the figure is made and finished, checked and packed; for polymer clay, we send you photos of the finished figure before it ships.
• Transit. For US addresses, transit takes about 10 days, and most US orders land in 20–25 days end to end, counted from the day we have your photo. For other countries, delivery time depends on the destination.

Remote destinations, customs inspections and peak periods around Christmas, Valentine's Day and Mother's Day can add several days. If your order is time-critical, tell us the date you need it by before you order and we will confirm honestly whether it is achievable.

Tracking

When your parcel is handed to the carrier, we email you its shipping details, including a tracking link whenever the carrier provides one. Tracking can take 24–48 hours to show its first scan.

Duties and import taxes

Orders to the United States: US import duties are included in the price, so there is nothing extra to pay when your parcel arrives.

Orders to Germany, Austria, Belgium, France, Ireland, Italy, Luxembourg, the Netherlands, Spain and Switzerland: prices include VAT and import duties, so there is nothing extra to pay when your parcel arrives.

All other countries: import duties and taxes are handled by our shipping partner.

Wrong address

Please check your shipping address carefully at checkout. If a parcel is returned to us because the address was wrong or incomplete, we will reship it once the reshipment cost is covered.

Where we ship

We ship worldwide: choose your country at checkout. If your country is not available at checkout, contact us and we will tell you whether we can deliver to you.

We do not deliver to the Canary Islands, Ceuta or Melilla. If you live there, you can have your order delivered to an address elsewhere in Spain, for example a parcel pickup point, and collect it there.

Questions about this policy? Reach us through the contact page or on WhatsApp, and we will reply within one business day.