Where We Ship
TerraDecor products are handmade in Serbia and shipped to customers across Europe and worldwide.
Shipping Costs
Europe: delivery is included in all prices shown on our website.
Rest of the world: shipping cost and method are arranged individually by agreement. Send us an inquiry with your location and we will include shipping in your offer.
Large projects, massive rocks and pool features are shipped on pallets or by freight. The delivery method for these orders is agreed together with your offer.
Import Duties, Taxes and Customs Fees
Prices are shown without VAT. Import duties, VAT, customs fees, brokerage fees and other charges imposed by the destination country are not included in the price and are the responsibility of the customer. TerraDecor does not determine, collect or refund these charges. We recommend checking the import rules of your country before placing an order.
Delivery Address and Access
Customers are responsible for providing a complete and accurate delivery address and, for larger shipments, information about access to the site (unloading possibilities, floor, elevator). TerraDecor is not responsible for delivery problems or additional costs caused by an incorrect address or inaccessible delivery location.
Customs Clearance and Refused Shipments
If a shipment is refused, or customs charges are not paid and the shipment is returned, any refund the order is otherwise eligible for will be processed only after the shipment is returned to TerraDecor. Shipping, return, customs and storage costs may be deducted from the refundable amount. Custom-made products are not eligible for a refund because a shipment was refused.
Shipping Delays
Once an order has been handed over to the carrier, delivery may be affected by customs processing, carrier delays, public holidays, weather or other circumstances outside our control. We will help with carrier inquiries where possible, but we cannot guarantee delivery on a specific date unless agreed in writing.
Lost or Damaged Shipments
If a shipment is lost or significantly delayed, TerraDecor will open a claim with the carrier. Replacements or refunds for lost shipments are handled once the carrier confirms the shipment as lost or damaged. Damage on delivery must be reported within 48 hours, with photos.