Shipping policy

Shipping

Most STRUGA pieces are made by hand, to order, in our workshop. Because of that, the timeline has two parts: production and delivery.

Production. Pieces made to order are usually ready to ship in 2–4 weeks, often sooner. Custom orders and Dark Union take the same 2–4 weeks, counted from sketch approval. These are guidelines, not fixed dates — the timing depends on the form, the material, stone setting and current workshop load. If a piece is in stock and ready, it ships sooner; we will tell you where your order stands if you ask.

Delivery. Orders ship worldwide from Bali by tracked express courier, and shipping is free on every order, with no minimum. The price you see already includes delivery, import duties and taxes. The checkout charges in Indonesian rupiah; amounts in your currency are an estimate set by your bank. Once a piece leaves the workshop you receive a tracking number, and transit time depends on the destination and the courier.

Bali and Indonesia. Within Indonesia you see our island price: it does not carry the international shipping and import duties built into the worldwide price, and Indonesian VAT is included. Collect your order free of charge in Canggu, at Barefoot Aristocracy (Jl. Batu Mejan) or Hedonist (Jl. Pantai Batu Mejan 14), or we deliver it free across Bali by our own courier; we confirm the date after your order. A delivery address outside Indonesia switches the order to the worldwide price.

Customs and duties

Duties and taxes are on us — in every country. Parcels travel Delivered Duty Paid: the courier bills import duties and taxes to STRUGA, not to you, so there is nothing to pay on delivery. If a courier or customs office still asks you to pay, don't — forward the notice to contact@strugadesign.com and we settle it; if you have already paid, send the receipt and we refund the full amount. We declare parcels honestly and cannot mark an order as a gift or undervalue it.

Tracking

Every shipment is tracked. If tracking has not updated for several days, or the estimated date has passed, write to us and we will chase the courier with you.

Lost or damaged in transit

Each piece is checked and packed by hand before it leaves the workshop. If a parcel arrives damaged, or tracking shows it lost in transit, contact us within a reasonable time of the delivery date and keep the packaging. We will work with the courier to resolve it — a replacement, a re-make, or another fair outcome depending on the case.

Wrong or incomplete address

Please check your shipping address at checkout. A parcel returned to us because of an incorrect or incomplete address can be re-sent once the correct address is confirmed; re-shipping may carry an additional courier cost.

Contact

For anything about a shipment — timing, tracking, customs, a problem on arrival — email contact@strugadesign.com. Returns and exchanges are covered separately in our refund policy.