Shipping policy

Shipping Policy

Order processing

Each Museum of Us piece is made-to-order. Once your order is placed, our team begins crafting your personalised shadow box specifically for you. Production typically takes 3–5 business days before your order is dispatched.

You will receive a confirmation email with a digital preview within 24 hours of ordering. Once your piece ships, you'll receive a second email with tracking information.

Shipping cost

Shipping is free worldwide on all orders. No hidden fees, no surprise charges at checkout.

Delivery times

Estimated delivery time after dispatch is 7–15 business days, depending on your destination:

United States & Canada: 7–12 business days
United Kingdom & Europe: 7–14 business days
Australia & New Zealand: 10–15 business days
Rest of the world: 10–15 business days

Total order timeline: approximately 10–20 business days from order to delivery (production + shipping combined).

Delivery times are estimates and may vary based on local postal services, customs processing, or carrier delays beyond our control. Business days exclude weekends and public holidays.

Order tracking

Every order includes full tracking. You'll receive your tracking number by email as soon as your piece ships. You can track your order at any time through the link in your shipping confirmation email.

If you haven't received your tracking number within 7 business days of ordering, please contact us at yourmuseumkit@gmail.com and we'll look into it immediately.

Customs, duties and taxes

Orders shipped outside our domestic shipping zones may be subject to import duties, taxes or customs fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the order total.

We are not able to predict or refund these charges, as they vary by country. We recommend checking with your local customs office for more information before placing your order.

Address accuracy

Please double-check your shipping address at checkout. We're unable to redirect packages once they've been dispatched. If a package is returned to us due to an incorrect or incomplete address, we will contact you to arrange reshipment at the customer's expense.

Lost or delayed packages

If your tracking shows no movement for 10+ business days, or if the estimated delivery window has passed, please contact us at yourmuseumkit@gmail.com with your order number. We'll open an investigation with the carrier and keep you updated until it's resolved.

For packages confirmed lost in transit, we will send a replacement at no additional cost.

Damaged on arrival

In the rare case your piece arrives damaged, please email us within 7 days of delivery with:

Your order number
Photos of the damaged item and packaging

We'll arrange a replacement or full refund — whichever you prefer.

Returns

Because every Museum of Us piece is personalised and made-to-order specifically for you, we are unable to accept returns for change of mind. However, we genuinely care about every customer experience. If something is wrong with your order, please reach out — each request is reviewed individually with care and consideration, and we'll always do our best to make it right.

For damaged, defective, or incorrect items, see our refund policy [link to refund/return policy page].