Are all pieces made to order?
Yes. Every piece at Vecchio is made to order. This means each item is individually crafted once your purchase is placed, ensuring a considered and intentional production process rather than mass production.
Do you accept returns or refunds?
As all items are made to order, we do not accept returns or offer refunds for change of mind, incorrect sizing, or personal preference.
However, if your item arrives damaged or incorrect, please contact us within 48 hours of delivery and we will resolve the issue.
Are imperfections normal?
Yes. Due to the handmade nature of our work and the use of materials such as plaster and concrete, slight variations, textures, air pockets, or surface irregularities may occur.
These are not defects, but part of the character of each piece, making every sculpture truly unique.
How long does it take to receive my order?
Orders are typically processed within 2–3 business days before dispatch.
Delivery times after dispatch are:
- UK: 2–3 working days (Royal Mail Tracked 48)
- UK Express Upgrade: 1–2 working days (Royal Mail Tracked 24)
- International: 5–10 working days (Tracked International, varies by destination)
Do you ship internationally?
Yes, we ship worldwide using Royal Mail International Tracked services. Shipping costs are calculated at checkout.
Please note that international customers are responsible for any customs duties, taxes, or import fees charged by their country.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a confirmation email with your tracking number so you can follow your delivery.
Can I cancel my order?
Orders can only be cancelled within 12 hours of purchase. After this time, production may have already begun and cancellation will no longer be possible.
What happens if my order arrives damaged?
If your item arrives damaged or defective, please email us at vecchio.studio@outlook.com within 48 hours of delivery with your order number, description of the issue, and clear photos. We will assess the issue and offer a replacement or refund where appropriate.
What materials do you use?
Our pieces are primarily crafted using plaster and concrete, chosen for their tactile, architectural quality and natural variation. Each material is handled by hand, resulting in subtle differences that make every piece one of a kind.
Please note that, once received, we recommend keeping your sculpture in a dry warm space with natural light and good air flow for about 7-14 days. It should become paler as it dries out!
Do you offer exchanges?
We do not offer exchanges. If you wish to purchase a different item, we recommend placing a new order.
My shipping address is incorrect. Can I change it?
If you notice an error in your shipping details, please contact us immediately. Once an order has been dispatched, we are unable to redirect parcels.
How can I contact you?
For any questions or support, you can reach us at:
📧 vecchio.studio@outlook.com