Shipping policy

Kray Studio ("we" and "us") is the operator of (https://www.kraystudio.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to fulfill the available products to you and to process a refund for the remaining product.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Shipping Company
Your order is shipped by EMS, a premium postal service offered by LibanPost. Libanpost works closely with national postal services to deliver parcels in accordance with international standards. Shipments are insured against loss and damage and tracking is provided. Packages are delivered at the destination address upon getting a signature without any additional charges.

4. Delivery Terms

4.1 Transit time
Generally, orders shipped domestically in Lebanon are in transit for 2-5 days. Orders shipped internationally are in transit for 5-14 days.

4.2 Dispatch Time
Orders are usually dispatched within 7 days of payment of order. Our company operates on Monday - Friday during standard business hours, except on national holidays at which time the company will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.4 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications
Shortly after the dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit
In the unlikely event that the parcel you received has been damaged in-transit, please immediately inform the postal service that delivered the parcel to you to file a claim. Then please get in touch with our customer service as soon as possible.

7. Duties & Taxes
7.1 Sales Tax
Sales tax is excluded from the price of the goods displayed on the website.

7.2 Customs Duties & Taxes
Customs duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Kray Studio encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Kray Studio at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations
If you change your mind within 24 hours of placing your order, we are able to accept cancellations. If this time limit has passed, please refer to our refund policy.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the postal service .

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the investigation into the claim has been completed.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the investigation into the claim has been completed and the parcel was deemed as lost.

10. Country not listed at checkout
If your country is not provided in the list of eligible destinations at checkout, please get in touch with our customer service by email, and we will check the possibility of delivery to your country.

11. Customer service
For all customer service enquiries, please email us at info@kraystudio.com