Shipping policy

Shipping Policy

Preamble

Custom Inferno S.R.L. ships worldwide from its production facility in Italy, using GLS for Italian and European destinations and FedEx for international shipments. All our products are tailor-made according to the specifications provided by the Customer through the 3D configurator: for this reason, the total delivery time is the sum of production time and transit time.

This Policy complements and supplements the provisions of the General Terms and Conditions of Sale and the Returns and Refunds Policy, to which full reference is made.

1. Geographic coverage

Custom Inferno S.R.L. ships to:

Italy (including islands and remote locations, subject to carrier limitations);
European Union countries;
Rest of the world, subject to FedEx coverage.

For particularly remote destinations or those subject to customs restrictions, Customer Service reserves the right to contact the Customer to agree on specific modalities and timing, or to decline the order with a full refund of the sums paid.

2. Production and shipping times

As our products are tailor-made, production time is typically between 2 and 3 weeks, with variations depending on the time of year and the volume of orders in progress.

For maximum transparency, on the cart page — a mandatory step before payment — the Customer is shown an estimated date range within which the order will be shipped, calculated in real time based on current production conditions. This range constitutes the official estimate applicable to the individual order.

Once the parcel has been handed over to the carrier, approximate transit times are:

Italy: 1-2 business days (GLS);
EU countries: 2-5 business days (GLS or FedEx);
Rest of the world: 3-7 business days (FedEx).

Transit times are estimates and not guaranteed: force majeure events, carrier delays, customs inspections or local public holidays may cause delays for which the Seller cannot be held responsible.

3. Shipping costs

Shipping costs are automatically calculated at checkout based on weight, parcel dimensions and destination, and are always displayed to the Customer before order confirmation.

Any free shipping promotions (for example, above a certain spending threshold) will be communicated from time to time on the relevant brand's website.

4. Shipment tracking

When the parcel is handed over to the carrier, the Customer receives an email containing the tracking number and a link to the carrier's portal, to follow shipment status in real time. Should the shipping email not be received, please check your spam folder before contacting Customer Service.

5. Delivery address and delivery attempts

It is the Customer's responsibility to provide a complete and correct delivery address, including any useful indications (apartment number, name on the intercom, company references). The Seller is not liable for delays or failed deliveries resulting from incomplete or incorrect addresses provided by the Customer.

If the recipient is absent, carriers typically make multiple delivery attempts according to their own policies. After such attempts, the parcel is held at the carrier's depot and may be collected directly by the Customer according to the instructions left by the carrier.

Should the parcel be returned to the sender due to non-collection or incorrect address attributable to the Customer, any reshipment costs shall be borne by the Customer.

6. Transfer of risk

Pursuant to Article 63 of the Italian Consumer Code and Article 8 of the General Terms and Conditions of Sale, the risk of loss or damage to the product passes to the Consumer Customer only upon physical delivery. Transport damage visible at delivery must be disputed with the carrier by means of a specific reservation on the transport document and reported to Customer Service within 8 days, as specified in the Returns and Refunds Policy.

7. Customs duties and import taxes (shipments outside the EU)

For shipments within the European Union, no customs duties or import formalities apply.

For shipments outside the European Union (including, for example, the United Kingdom, Switzerland, Norway, United States, Canada, Australia, Japan), based on the regulations of the destination country, the following may apply:

customs duties;
VAT or equivalent import taxes;
customs clearance fees;
any other local charges.

Such charges are the exclusive responsibility of the recipient and are typically requested by the carrier at delivery, or managed through pre-clearance procedures communicated by the carrier. The amount varies according to the destination country, declared value and product category.

Customers are advised to check in advance the customs regulations and applicable charges in their country before confirming the order. The Seller cannot in any way predict or quantify such amounts.

Parcel refused at customs. If the Customer refuses to pay customs charges and the parcel is returned to the sender, the Customer shall be entitled to a refund of the product price but not of the original shipping costs and any return costs charged by the carrier, which will be deducted from the amount to be refunded.

8. Lost or damaged products during transit

For the procedure relating to lost parcels, parcels damaged during transport or delivered in non-intact condition, please refer to the Returns and Refunds Policy, Section 3 (How to report a production error or defect).

9. Customer support

For any question relating to the shipment of your order, please contact Customer Service through the contact form on the relevant brand's website or at the certified email address custom.inferno@pec.it, always indicating the order number.

In the event of any discrepancy between this English version and the Italian version, the Italian version shall prevail.

Version updated: 17 April 2026

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