shipping, returns & exchanges

By ordering from Dune you accept these conditions in full. All policies are effective as of August 4, 2022.

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?

Item that ship directly from Dune can be shipped 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. 

Some print-on-demand items may not be available in all countries. 

Who is your carrier?

For items shipped directly from Dune, I primarily use the services of Sweden’s national mail carrier, PostNord. I can arrange for express shipping with other carriers such as UPS and 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?

For orders shipped directly from Dune:

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. 

For print-on-demand orders shipped by Gelato:

Please read about how order fulfillment works by clicking the link below. 

  • Gelato

Delivery Time

Important! Due to COVID-19, shipping may take longer than usual. This is primarily due to international customs and shipping facilities being extremely backed up, causing items to get “stuck” for many weeks on end. Please be patient as this is beyond my control, and be prepared to wait for up to four (4) weeks for your item to arrive.

For orders shipped from Dune: Dune is a small business, located far out in the countryside and I have to book parcel pick-up with PostNord after an over 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.

Gelato orders depend upon a number of factors. Please visit the links above for more information.

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.

Also, please note that due to COVID-19 items may take much longer than normal to arrive. You need to allow for at least four (4) weeks  for your item to arrive.

It is extremely rare for items to go missing, but at times some parcels take an extraordinarily long time to reach the recipient. On occasion shipments that are supposed to take 3-5 days have taken eight weeks.

 

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:

For items shipped directly from Dune: 

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 sent directly from Dune 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.

For items produced by Gelato:

If you have ordered a POD item from Gelato, please check the tracking number provided and contact the shipping company if the item appears to be stuck somewhere. As I do not ship these items myself I do not get involved in tracking and tracing them. If the item appears to be truly lost, please contact me immediately and I will get in touch with the production company. They will usually offer to ship a replacement or to refund your order.

Cancellations, Returns, and Exchanges

Order cancellations

You may cancel any order that ships directly from Dune Creative 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.

 

Print-on-demand (POD) orders that are fulfilled by Gelato generally cannot be cancelled as they enter production very quickly, but you are welcome to enquire. If a POD order is cancelled a 50 SEK processing fee will be deducted from your refund.

If you have ordered an item that ships from Dune

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.

If you have ordered a print-on-demand (POD) item

I am happy to offer a refund or exchange if there is any damage to a Gelato order. This can be things like manufacturing errors, items arriving with holes, or the order arriving with otherwise clear, demonstrable damage. To do so, please reach out with photo evidence of the item’s improper condition within 14 days of receiving your item. Please supply photos of both the item(s) and the packaging. Please be aware that without clear photographic evidence of the damage or manufacturing error, neither a refund no an exchange can be processed. Damaged items do not need to be returned. Photo evidence will be sufficient evidence for any discussion.

 

However, since Gelato orders are made on demand they cannot be returned, refunded, or exchanged if you have changed your mind, simply don’t like the item once received, or if you have ordered the wrong size. 

Customs fees (items shipped directly from Dune)

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.

Customs fees (print-on-demand items)

Gelato use a number of different production partners and shipping companies across the globe. Although they aim to produce in and ship from countries located in the buyer's area, some items may still end up being shipped internationally and customs and handling fees can incur.

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, I will reimburse your original purchase cost minus a 250 SEK (Swedish Krona) restocking fee. The refund will be made once the item has been confirmed as returned to sender.

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.

Discount Codes

The Dune welcome discount code can only be applied to select items sold through the Dune Creative website. 

Discount codes cannot be combined or applied to previous purchases. Discounts are applied before shipping, handling, and tax. Some exclusions may apply. Discounts cannot be applied to already discounted items.