Refund & Returns Policy

Policy of delivery and returns

Thank you for purchasing at Galaxy Diorama.

We want you to be satisfied with your product, but if you are not completely satisfied with your purchase, we are here to help.

Shipments

If you have requested by email the 3D printing of our STL files or finished Dioramas, the processing and shipping times may vary. Once the order has been placed and confirmed by paying a deposit of 50%, you will be constantly updated on the processing stages of your order until the actual delivery of your package to the courier.

Couriers

We use the following postal courier to deliver our orders:

  • POSTE ITALIANE
  • UPS

Order tracking

Once the shipment has been confirmed, you will be provided with the details of your shipment by e-mail in order to monitor the transit.

Once the package has been delivered to the courier, Galaxy Diorama is not liable for any damage, referrals, loss, or other factors that do not allow the arrival of the package at its destination.

Rates and shipping costs

The fee charged for shipping your order is based on the weight of your products, the size of the package and your location. At the estimate for the required work, you will also be given a rough quotation of the shipment. The shipping cost must be paid before delivery to the courier of the package.

Buyers are responsible for any applicable customs and import taxes and VAT is charged on all goods at source in Italy, but import duties can be applied in your local country. We are not responsible for delays due to customs or fees that may have to be paid (an example could be during the seasonal Christmas period). Shipping rates are subject to change and we respect Italian shipping rules.

Rhesus

You have 30 calendar days to return an item from the date you received it. In order to qualify for a return, your item must be unused and in the same condition as you received it. Your item must be in the original packaging, not assembled and not damaged. Your item must have a receipt (email) or proof of purchase. We cannot accept returns on painted or custom/custom products that have been created. We have the right to amend this Returns Policy, but this does not affect the rights of consumers under Italian law. 

NOTE: You will be responsible for paying your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipment will be deducted from the refund. Article not traceable and non-refundable as we have no guarantee on the returned goods.

To return an item, send it by post to the following address:

Stefano Mondini, Via Mangano, 22 Gavardo, Brescia, 25085, Italy ( at the DekoTeka store )

You can also contact us if you have any questions using our online form or via e- mail.

If the problem arises from the STL files downloaded from the site are not expected returns. We have a policy that unfortunately we cannot offer a replacement item or receive a return due to lack of evidence that the item has not been received or is damaged and we cannot issue a refund.

IOSS shipping to EU countries

The Import One-Stop Shop ( IOSS ) is the new regulation from 1 July 2021 to comply with e-commerce obligations VAT on distance sales of imported goods. Items shipped to Europe may be subject to local customs charges for which Galaxy Diorama is not responsible. Please consult your local customs office for more information. Orders over 150 euros are exempt from this charge.

Refunds

Once we receive your item, we will check it and inform you that we have received the returned item. We will inform you immediately about the status of your refund after inspecting the item. If your return is approved, we will start a refund on your credit card (or original payment method). You will receive your credit within a certain number of days, depending on the card issuer’s policies.

If the problem arises from the STL files downloaded from the site there are no refunds. We have a policy that unfortunately we cannot offer a replacement item or a refund due to lack of evidence that the item has not been received or is damaged and we cannot issue a refund.

Missing objects

Galaxy Diorama is not responsible for items that are lost in the mail. Trackable options are guaranteed and insured. If your parcel is missing, we have a policy that unfortunately we cannot offer a replacement item due to lack of evidence that the item has not been received and we cannot issue a refund.

If you have questions about how to return your item, please contact us using our online form or via e-mail.

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