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shipping, returns & exchanges

By ordering from Dune you accept these conditions in full. All policies are effective as of August 28, 2023.

These policies apply to orders shipped directly from Dune. They do not apply to the Equine Artist's Reference Series books. The books are sold through MagCloud and the MagCloud Terms & Conditions apply. If there are any problems with your MagCloud order you will need to contact them for assistance, not Dune.

Shipping Methods

Shipping Costs
 

Shipping is based on location as well as the type of item(s) you are buying. To calculate shipping to your destination, simply put the item(s) you are interested in in your shopping cart and proceed to checkout. You will be able to see the shipping total before you confirm and pay for your order.

Where do you ship to?

I ship worldwide, with the following exceptions:

Afghanistan, Belarus, Bahamas, Cuba, Equitorial Guinea, Haiti, HonNorth Korea, Nicaragua, Russia, Saint Barthelemy, Saint Martin, Saint Pierre And Miquelon, Somalia, Syria, Wallis and Futuna. 

Who is your carrier?

I primarily use the services of Sweden’s national mail carrier, PostNord. I can arrange for express shipping with other carriers such as FedEx, please contact me for more details and pricing as you will be required to pay the extra cost. Please be aware that using carriers other than PostNord tends to be very expensive.

Can I track my order?

All orders are shipped with track and trace. All parcels are sent as extra secure mail and require a signature upon receipt. Once your order has been shipped, you will receive an email with a tracking number. Please allow 24 hours for the tracking to activate. Please note that the PostNord tracking website does not provide more than basic information, so once your item has arrived in your own country you will usually get the most detailed results using the tracking service of your local mail carrier (USPS, Royal Mail, Deutsche Post, Australia Mail, etc.). Just copy and paste the tracking number provided in the email. 

Delivery Time

Dune is a small business, located far out in the countryside and I have to book parcel pick-up with PostNord after an order has been placed. They serve my area two to three times a week which means it may take up to three business days before your parcel ships out. 

Delivery times tend to vary, but shipments within the EU usually arrive within 5-10 business days. Shipments outside of the EU usually arrive within 7-21 business days. Occasionally it may take even longer. Please be aware that once an item has been shipped, Dune has no control over shipping time and I do not know any more than what is available through the tracking information made available to you.

Missing/Delayed Parcels

I try to respond in a prompt and timely manner, but please allow 72 hours to receive a reply via email. 

Please contact me before filing a claim with my payment processor and/or your credit card company/bank/etc. as the vast majority of issues can be solved without involving them. I pride myself on being easy to work with and do my best to keep all of my customers happy. However, please be aware that I do not stray from the policies detailed on this website and that it is your responsibility as a customer to read my Terms of Use and all other relevant policies before placing an order.

 

However, if 21 (twenty-one) or more business days have passed since you received notice that your order was shipped and it still has not arrived, please do the following:

Before contacting me, please use the tracking number provided to you. If you have ordered an item that ships directly from Dune, please use your local mail carrier service website (USPS, Australia Post, Deutsche Post, Royal Mail, etc.) rather than the PostNord tracking website. You will usually get much better and more detailed information that way. If your item appears to be “stuck” somewhere, please contact me immediately so that I can file a report with PostNord. Every single time I have started a trace on an item it has started moving again within 48 hours.

 

All parcels are sent as extra secure mail and require a signature upon receipt. This means that buyer protection often does NOT apply if the item is stolen or lost after being marked as “delivered”. If someone else will be signing for your parcel, make sure they are trustworthy! Dune/Maria Hjerppe does not accept any responsibility for missing items marked as “delivered” and will not reimburse items that have been deemed stolen or lost after delivery. 

 

In case of loss or damage during transit (before delivery) the PostNord insurance will apply. An insurance investigation may take up to sixty (60) days and no reimbursements will be paid out until PostNord has accepted responsibility and paid out the insurance to Dune/Maria Hjerppe.

Cancellations, Returns, and Exchanges

Order cancellations

You may cancel any order for any reason until 12 hours before shipment. However, should you choose to do so a 50 SEK (Swedish Krona) restocking fee will be deducted from your refund.

Please note that Final Sale items cannot be returned, refunded, or exchanged. See more under “Final Sale Items” below.

If you are unhappy with your purchase for any reason at all please do not hesitate to contact me. If I cannot solve the problem immediately you will be asked to return the item. Returns and exchanges are accepted within 14 (fourteen) days from the day your item is marked as “delivered”. The item cannot have been altered or modified in any way. The item must be returned in its original packaging, in the same careful manner as it was received. All return shipping costs are the responsibility of the customer. Dune will only reimburse you for your return shipping costs if the return is due to a mistake on my part, such as accidentally shipping you the wrong item (e.g. you ordered an Adagio bas-relief but I sent you a Prelude), and I will not reimburse any such costs until I have received the item back. You must be able to provide me with a receipt showing your exact shipping charges.

Once I receive the item, I will either refund the purchase cost of your item or ship your requested exchange item to you without charging any additional shipping fees. Please allow five (5) business days from the date I receive your return to complete your return or exchange.

Customs fees 

Dune is located in Sweden, a country in the European Union.

 

If you live in an EU country, you will pay VAT where applicable when placing your order. No additional customs fees or taxes will be charged upon delivery.

 

If you live outside the EU, your shipment may be subject to customs tax and additional handling fees. These fees are your sole responsibility and Dune will not reimburse you under any circumstance. If you refuse an item due to customs charges and it ends up being returned to Dune, I will reimburse your original purchase cost minus a 250 SEK (Swedish Krona) restocking fee. The refund will be made once I have the item(s) back in hand.

Final Sale Items

The following items are on final sale and not available for refund, exchange, or store credit:

 

Custom made photo prints, pre-order items, prototype items, special event items (such as BreyerFest sales), and clearance/sale items.

If you are unsure if a product is a final sale, please read the item description as it will be stated clearly on the product page as FINAL SALE.

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