Shipping policy

Last updated: September 5, 2026

HOUSE OF OCHRE currently ships from China to the United States, Canada, Australia, the United Kingdom, the European Union (all member states), Singapore, and Israel. If your country or region is not listed, email service@houseofochre.com and we will confirm whether delivery can be arranged.

Estimated delivery time

Our artwork is made to order. The estimated total time from order confirmation through production and delivery is approximately 2–3 weeks. This is an estimate rather than a guaranteed delivery date. Remote destinations, carrier disruptions, severe weather, peak periods, customs processing, or other circumstances outside our reasonable control may cause delays. Photo review and requested revisions may extend this estimate.

Artwork photos and pre-shipment review

Before shipping, we email photos of your finished painting to the address provided at checkout. You may request revisions, and we will continue refining the painting based on your feedback until you are satisfied.

We ship after your approval, or under the no-response process below. The review period is 3 days (72 hours) from the first email containing your finished-painting photos. We send 3 emails in total during this period: the initial photo email and 2 reminders. If all 3 emails remain unanswered at the end of this period, we will ship your artwork as ordered.

A reply stops the no-response dispatch process for that review. If you request changes, we continue revisions rather than shipping while those changes are pending. We send updated photos after the revisions; the same review process then applies to the updated painting.

Order processing and tracking

Once your order has shipped, we will send tracking information to the email address provided at checkout. Tracking may take several business days to begin showing movement after a label is created or a parcel is transferred between carriers.

Address changes

Review your delivery address carefully at checkout. To request an address change before shipment, email service@houseofochre.com as soon as possible. We will do our best to accommodate changes before the parcel is handed to the carrier. Once dispatched, we cannot guarantee address changes or interception.

Additional shipping costs caused by an incorrect or incomplete address may be charged to the customer where permitted by law.

Import duties and taxes

For all orders shipped to the destinations listed above, applicable import duties and taxes associated with normal delivery are included in the purchase price. You should not be asked to pay an additional import charge at delivery. If a carrier requests an unexpected duty or tax payment, contact us before paying where reasonably possible.

Split shipments

Items in the same order may occasionally ship separately. When this happens, you may receive more than one tracking number. You will not be charged additional shipping solely because we divide an order into multiple parcels.

Delayed, lost, or marked-delivered parcels

If tracking has not updated for an extended period, or if a parcel is marked delivered but cannot be found, first check the delivery location, household members, neighbors, and any carrier notice. Then email service@houseofochre.com with your order number so we can investigate with the carrier.

Damaged deliveries

If your order arrives damaged, retain the artwork and all packaging and contact us promptly with photographs. Resolution of damaged, defective, or incorrect items is covered by our Return & Refund Policy.

Contact

For shipping questions, email service@houseofochre.com.