Shipping policy

SHIPPING TIMES AND COSTS

Shipping is free for orders of €80 or more. For orders below €80, the applicable shipping rate is displayed at checkout before you complete your purchase.

Delivery times are estimates and begin after your order has been dispatched. They may be affected by high-demand periods, public holidays, customs processing or circumstances outside our control. If your order has not been shipped or delivered within a reasonable timeframe, please contact us at info@excitarestudios.com.

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TRACKING YOUR ORDER

Once your order has been shipped, you will receive a shipping confirmation by email. When tracking is available, this email will include a tracking link that allows you to follow your parcel.

Please allow some time for the tracking information to become active after receiving your shipping confirmation.

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VAT AND IMPORT DUTIES

• Orders within the European Union: applicable VAT is included in the price. No additional import duties should normally be charged upon delivery within the EU.
• Orders outside the European Union: local taxes, customs duties or import charges may apply. Unless explicitly stated otherwise at checkout, these costs are the responsibility of the customer.

Orders outside the European Union may experience additional delays due to customs processing. EXCITÀRE STUDIOS has no control over the amount charged or the time required for customs clearance.

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ADDRESS CHANGES AND INCORRECT DELIVERY INFORMATION

Please carefully check your delivery address before completing your order.

• If you entered an incorrect or incomplete shipping address, contact us as soon as possible at info@excitarestudios.com.
• We will try to correct the address if the order has not yet been shipped, but we cannot guarantee that a change will still be possible.
• Once an order has been shipped, the delivery address can normally no longer be changed. You may need to contact the carrier directly for assistance.

If a parcel is returned to us because of an incorrect or incomplete address, refusal of delivery or failure to collect it within the carrier’s specified timeframe, additional shipping costs may apply before the parcel can be sent again.

Each situation will be assessed individually and in accordance with applicable consumer law.

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LOST OR DELAYED PARCELS

Once your order has been handed over to the carrier, the carrier manages the physical delivery and tracking updates. Delivery times provided by EXCITÀRE STUDIOS are estimates and cannot be guaranteed. Delays may occur due to carrier operations, customs processing, public holidays, weather conditions or other circumstances outside our direct control.

Customers are responsible for providing complete and accurate delivery information, monitoring the tracking updates and collecting the parcel within the timeframe specified by the carrier.

Although we cannot directly control the carrier’s delivery process, EXCITÀRE STUDIOS remains your point of contact until the parcel has been delivered. If your parcel is significantly delayed, lost or arrives damaged, please contact us so that we can assist you or initiate an investigation with the carrier.

• Delayed parcel: if your parcel has not arrived within the estimated delivery period, please first check the tracking information. You can then contact us so that we can assist you or initiate an investigation with the carrier.
• Lost during transit: if the carrier confirms that a parcel was lost during transit, we will offer an appropriate solution, such as a replacement or refund.
• Marked as delivered: if tracking shows that the parcel was delivered but you have not received it, please check with household members, neighbours and nearby safe places before contacting us. We can request an investigation from the carrier. The final solution will depend on the outcome of that investigation and applicable consumer law.

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DAMAGED PARCELS OR INCORRECT PRODUCTS

If your parcel arrives damaged or contains an incorrect product, please contact us as soon as possible at info@excitarestudios.com. Include your order number and clear photographs of the parcel and product so that we can assist you.

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CUSTOMER SUPPORT

For questions about shipping, tracking or delivery, please contact us at info@excitarestudios.com.

Nothing in this Shipping Policy limits your mandatory rights under applicable consumer law.

Last updated: 25 August 2026