Shipping policy

Shipping & Returns Policy (SquareOff)

Last updated: 19 December 2025

1) Production time (made-to-order)

Many SquareOff pieces are made-to-order. The production/handling time (manufacturing, finishing, quality check, packaging) is shown on the product page and/or at checkout.

For bespoke/custom projects (client-supplied design, non-standard dimensions, specific materials/finishes on request, or any clearly personalized specifications), production timelines may vary and may require confirmation before work begins.

2) Carrier & tracking

We ship with DHL Express or an equivalent express carrier depending on destination and parcel size.
Once shipped, you will receive a confirmation email with tracking.

3) Estimated delivery times (after dispatch)

Delivery times are estimates and may vary due to destination, remote areas, peak periods (holidays), weather disruptions, and (where applicable) customs clearance.

4) Shipping costs

Shipping costs are either:

  • calculated at checkout based on destination and parcel size/weight, or

  • clearly stated as included on the product page where applicable.

5) Packaging

Each piece is packaged with care. For many items we use a reinforced wooden crate (or equivalent protective packaging) to help ensure safe transport.

6) Customs duties, VAT & import fees (Non-EU shipments)

For deliveries outside the European Union, customs duties, local VAT, and import/clearance fees may apply and are generally the customer’s responsibility unless explicitly stated otherwise at checkout or on the product page.

Customs inspections or requests for additional documentation may cause delays outside of our control.

7) Delivery address & failed delivery

Please ensure your shipping details are complete and accurate (full name/company, street number, ZIP/postcode, phone number, and any access notes).

If a shipment is returned due to an incorrect/incomplete address, refusal, repeated failed delivery attempts, or non-collection, reshipping costs may apply.

8) Damaged parcel or delivery issues

If your parcel arrives damaged:

  1. take clear photos of the outer packaging, label, and the damage (ideally before full unpacking),

  2. keep all packaging materials,

  3. contact us within 48 hours of delivery at info@squareoff.it with your order number and photos.

9) EU delivery timeframe

For EU consumer orders, unless a different delivery time is specifically agreed, goods should be delivered within 30 days. 

10) Local pickup

Local pickup is currently not available, unless agreed in writing.

Returns & Refunds

11) Right of withdrawal (standard, non-personalized items)

If you are an EU consumer purchasing online, you generally have the right to withdraw within 14 days from the day you receive the goods (distance contract), without giving any reason, except where an exclusion applies.

To request a return/withdrawal, email info@squareoff.it with:

  • your order number

  • the item(s) you wish to return

  • your statement that you wish to withdraw from the purchase

We may require the item to be returned in original or equivalent protective packaging, and we do not accept returns without prior authorization.

Condition of returned items

You may handle the item only as needed to check its nature and characteristics. If the value is diminished due to handling beyond what is necessary, the refund may be reduced accordingly.

12) No returns / no refunds for bespoke or personalized work

Bespoke/custom items made to the customer’s specifications or clearly personalized (including custom projects based on a client design, non-standard dimensions, or specific materials/finishes requested by the client) are final sale and cannot be returned or refunded, as they fall under the legal exception to the withdrawal right for made-to-order/personalized goods.

This does not affect your rights where a product is faulty or not in conformity.

13) Return shipping (when a return is accepted)

When a return is accepted (i.e., standard non-personalized items, within the applicable timeframe), return shipping is the customer’s responsibility, unless we confirm otherwise in writing. 

For returns, the shipment must be:

  • tracked, and

  • insured for the full value of the item(s).

The customer remains responsible for the item until it is received back at our facility. If a return shipment is lost or damaged in transit, we may be unable to process the refund.

Return instructions and the return address will be provided after your request is approved.

14) Refund timing

Where withdrawal applies, refunds are issued within 14 days from receiving your withdrawal request; however, we may withhold the refund until we have received the goods back or you provide proof that you have sent them back (whichever is earlier). 

Refunds are typically made using the same payment method used for the original transaction, unless otherwise agreed.

Contact

For shipping, returns, or assistance: info@squareoff.it