Shipping policy
Shipping Policy
Last updated: May 26, 2026
Thank you for choosing MATTIASGOLLIN. This Shipping Policy sets out the terms under which we process, ship, and deliver orders placed through this website. By completing a purchase, you confirm that you have read, understood, and accepted this Policy together with our Terms of Service.
This Policy is operated by IMG SRL, with registered office at Via Legnano 26, Porto Sant'Elpidio (FM), Italy, P.IVA 02555690441 (hereinafter, "MattiasGollin", "we", "us", or "the Seller"). Production and outbound shipping operations are carried out by our fulfillment partner VAMA SRL Unipersonale (Via Palestro 109/113, Porto Sant'Elpidio (FM), Italy) on our behalf. Parcels may therefore display VAMA SRL Unipersonale as the sender on the shipping label, while the contractual relationship for the purchase remains exclusively with IMG SRL.
1. Order processing and production times
A significant part of our catalog consists of custom, made-to-order items that are produced specifically for each customer after the order is placed and confirmed. For these products:
- Standard production time is 3 to 5 weeks from the date of order confirmation, unless a different timeframe is stated on the product page.
- For made-to-order items, we may contact you by email before production begins to confirm order details. Production starts only after we receive your written confirmation.
- Once production has begun, the order cannot be cancelled or modified.
For ready-to-ship items, orders are typically dispatched within 3 to 7 business days of payment confirmation.
2. Shipping methods and carriers
We ship worldwide using international courier services (UPS or equivalent), selecting the service appropriate to each destination and product. The shipping option and estimated transit time are displayed at checkout.
All shipments include:
- A unique tracking number, sent to the email address provided at checkout as soon as the parcel is dispatched.
- Carrier-provided proof of delivery, which depending on the service may include signature confirmation, a delivery scan at the destination address, GPS location data, and/or a photograph of the parcel at the point of delivery.
Estimated transit times are provided in good faith by the carrier and are not guaranteed. Delays caused by customs inspections, weather, carrier disruptions, public holidays, or force majeure events are outside our control.
3. Shipping address — customer responsibility
It is the customer's sole responsibility to provide a complete, accurate, and current shipping address at checkout. We ship to the address entered at checkout exactly as provided.
The customer is fully responsible for any consequence arising from:
- An incorrect, incomplete, or out-of-date shipping address;
- Use of a third-party receiving location, including but not limited to freight forwarders, reshippers, package consolidators, mailbox services, hotels, workplaces, building concierges, or any address other than the customer's own residence;
- Failure of the receiving location, building management, or third party to forward, store, or release the parcel to the customer;
- Failure of the customer to collect the parcel within the carrier's holding period.
If the customer chooses to ship to a third-party receiving location, the customer accepts that:
- The Seller's delivery obligation is fulfilled when the carrier confirms delivery to that address (see Section 4 below);
- The Seller has no relationship with, control over, or responsibility for that third party;
- Any loss, theft, misrouting, or misdelivery occurring after the carrier's confirmed delivery is a matter between the customer, the third party, and the carrier — not the Seller.
Address changes after dispatch are not possible. If a parcel is returned to us because of an incorrect address provided by the customer, any re-shipment will be at the customer's expense, and customs duties paid on the original shipment are non-refundable. Made-to-order items are not eligible for any refund in such cases.
4. Delivery and transfer of risk
Title to the goods and the risk of loss or damage pass from the Seller to the customer at the moment delivery is deemed completed as defined below.
Delivery is deemed completed when:
- For orders requiring adult signature upon delivery (orders above €50): the recipient or an authorized adult signs the carrier's delivery receipt at the delivery address.
- For orders not requiring mandatory signature: the carrier records successful delivery at the address provided by the customer at checkout, as evidenced by the carrier's delivery confirmation and, where available, photographic proof of delivery, GPS-tagged location data, or a delivery scan at the destination address.
Once delivery has been completed as defined above, the Seller is no longer responsible for the parcel or its contents. Any subsequent loss, theft, damage, or misappropriation must be resolved through the carrier's claims process, the receiving location, and, where applicable, local law enforcement.
5. Customs duties, import taxes, and fees
For international shipments outside the European Union, customs duties, import taxes, brokerage fees, and any other charges imposed by the destination country are determined by local authorities and are, unless explicitly stated otherwise at checkout, the responsibility of the customer.
Where the Seller has prepaid import fees as a courtesy or commercial arrangement (e.g. DDP / Delivered Duty Paid shipments), this will be indicated on the order confirmation. In all other cases:
- The customer is the legal importer of record and is responsible for compliance with all applicable customs regulations.
- The carrier may contact the customer to collect duties or provide documentation; failure to respond may result in delays, return, or destruction of the parcel.
- If a parcel is refused at customs or returned because duties are not paid, only a partial refund will be issued, net of original shipping costs, return shipping costs, customs fees already paid, and a handling fee. Made-to-order items are not eligible for refund in any scenario.
6. Lost or damaged packages
If a parcel arrives damaged, or if the carrier marks the parcel as lost in transit (i.e. before a confirmed delivery scan), the customer must notify us at info@mattiasgollin.com within 14 calendar days of the estimated delivery date, with photographs and any relevant documentation. We will open a claim with the carrier and, where the claim is approved, provide a replacement or refund. No claims will be accepted after this period.
If a parcel is marked as delivered by the carrier but the customer states they did not receive it, the following steps apply:
- The customer should check with all members of their household, neighbors, building management, mailroom, or third-party receiving location, as applicable.
- The customer should contact the carrier directly within 14 days of the delivery date to open a trace investigation and obtain a case reference number.
- If theft is suspected, the customer should file a report with local law enforcement and obtain a report reference number. Carriers will not process theft claims without one.
- The customer should provide us with the carrier case reference number and the police report reference number, and we will support the carrier claim process to the extent we are able as the shipper of record.
Where the carrier has confirmed delivery to the address provided by the customer, with photographic, GPS, signature, or scan evidence, the Seller's delivery obligation is considered fulfilled and no refund will be issued by the Seller. Recovery of value, where possible, runs through the carrier's insurance and claims process and/or the third-party receiving location, not through a payment dispute with the Seller.
7. Chargebacks and payment disputes
We take chargebacks seriously and respond to all disputes with full documentation, including order records, pre-shipment confirmation correspondence, tracking records, delivery proof, and any related communications.
In accordance with Section 20 of our Terms of Service, the customer agrees to contact MattiasGollin at info@mattiasgollin.com before initiating any chargeback or payment dispute with their card issuer or bank.
Initiating a chargeback under the reason "product not received" against an order with carrier-confirmed delivery to the address provided at checkout — including, without limitation, deliveries to forwarders, mailbox services, or other third-party receiving locations nominated by the customer — constitutes a misuse of the chargeback process. In such cases:
- We will submit complete evidence to the card network, including all written communications with the customer.
- Where the card network rules in our favor, the disputed funds will be returned to the Seller.
- We reserve the right to refuse future orders from customers who initiate unsupported chargebacks.
If you believe there is a problem with your order, please contact us directly at info@mattiasgollin.com before initiating a chargeback. We will work with you in good faith to investigate and resolve the issue.
8. Contact
For any questions about this Shipping Policy or about a specific order:
MATTIASGOLLIN — operated by IMG SRL Via Legnano 26, Porto Sant'Elpidio (FM), Italy P.IVA 02555690441 Email: info@mattiasgollin.com