Shipping Rates and Conditions

Handcrafted Heroes by Musha Miniatures

Last updated: 26/10/2026

1. Introduction and Definitions

1.1. This page governs shipping rates, methods and conditions for orders placed through the e-commerce website www.handcrafted-heroes.com (the “Website”).

1.2. The Website is operated by:
MUSHA MURRON ENTERPRISE, a sole proprietorship based at STRADA DI FOLLETTINO, 58 – 00063 CAMPAGNANO DI ROMA (RM) – ITALY, VAT number IT17826021002, Italian tax code IAIMLB93H56A468U (the “Seller”).

1.3. For the purposes of this document:

  • “Customer”: any natural or legal person placing an order on the Website;
  • “Consumer”: a customer who is a natural person acting for purposes unrelated to any business, commercial, craft or professional activity they may carry out;
  • “Available physical products”: products already in stock and ready;
  • “Handmade products made to order”: products handmade or hand-painted after receipt of the order (e.g. hand-painted miniatures);
  • “Personalised products”: products made or modified according to the Customer’s choices/options (e.g. commissioned painting or personalised 3D sculpture);
  • “Preorder products”: products not yet available when ordered, with a future availability date stated on the product page.

2. Geographical Areas Served

2.1. Shipments originate in Italy and are sent to the following areas:

  • Italy: yes
  • European Union (EU): yes (all EU countries, subject to any limits stated at checkout)
  • Non-EU countries: yes (subject to any specific exclusions stated in the cart/at checkout or on this page)

2.2. The Seller reserves the right to exclude certain countries or geographical areas for logistical, security or regulatory reasons. Any restrictions will be stated during ordering or communicated directly to the Customer.

3. Carriers and Shipping Methods

3.1. Shipments are normally handled by:

  • Poste Italiane / SDA
  • DHL
  • UPS

3.2. The Seller reserves the right to use the carrier considered most suitable for the destination, parcel weight/dimensions and other logistical needs, while respecting the charges and times communicated to the Customer.

3.3. All shipments are tracked. The Customer will receive a tracking code by email as soon as the parcel is handed to the carrier.

4. Shipping Rates

4.1. Unless otherwise stated on the product page or at checkout, the following rates generally apply:

  • Shipping within Italy: free
  • Shipping to EU countries: €10.00
  • Shipping to non-EU countries: €15.00

4.2. Actual shipping charges are in all cases automatically calculated and displayed at checkout based on the delivery address provided by the Customer.

4.3. Any temporary promotions (e.g. free shipping above a certain threshold or shipping discount codes) will be clearly highlighted on the Website and/or during ordering.

4.4. There is currently no fixed free-shipping threshold other than the arrangement stated above for Italy, except for specific promotions announced on the Website.

5. Product Types and Preparation Times

5.1. Physical products available in stock

  • Average preparation time: approximately 1 (one) working day after confirmation of the order and payment.

5.2. Handmade products made to order (e.g. hand-painted miniatures)

  • Average preparation/production time: approximately 1 (one) week after confirmation of the order and payment.
  • Times may vary depending on the complexity of the work and order volumes; any significant changes will be communicated to the Customer by email.

5.3. Personalised products (commissioned painting, 3D sculpture to the Customer’s specifications, etc.)

  • Average preparation time: approximately 1 (one) week, except for particularly complex projects, for which a different period may be stated on the product page or agreed directly with the Customer.
  • Work begins only after payment has been confirmed and, where necessary, after approval of the concept or the specifications provided by the Customer.

5.4. Preorder products

  • Preorder products are clearly marked as such and show an estimated availability date on the relevant product page.
  • Payment is charged immediately when the order is placed.
  • Any significant changes to the estimated availability date will be communicated to the Customer by email.
  • As a rule, orders containing preorder products are not split: the entire order is dispatched when all items are available, unless otherwise agreed in writing with the Customer.

5.5. The preparation times stated above are averages and not strict deadlines; any delays due to force majeure, supply problems, exceptional workload or other unforeseeable circumstances will be communicated to the Customer, without prejudice to the Consumer’s mandatory rights.

6. Indicative Delivery Times

6.1. Transit times start when the parcel is handed to the carrier and, under normal conditions, are approximately as follows:

  • Italy: approximately 24–48 working hours
  • European Union (EU): approximately 24–48 working hours
  • Non-EU countries: approximately 24–72 working hours

6.2. The times stated are purely indicative and are not an essential contractual deadline. Delays attributable to the carrier or external factors (strikes, customs checks, weather, seasonal peaks, etc.) cannot be attributed to the Seller, subject to mandatory consumer protection law.

6.3. In the event of unusual delivery delays, Customers are invited to contact the Seller promptly through the support channels on the Website so that enquiries can be made with the carrier.

7. Shipment Tracking

7.1. Every shipment has a tracking code, emailed to the Customer when the parcel is handed to the carrier.

7.2. Customers can monitor shipment status on the selected carrier’s website or using the tools provided by the Seller.

8. Delivery Address and Customer Responsibilities

8.1. Customers must provide a complete, correct and up-to-date delivery address (including any useful details such as the name on the intercom, apartment number, stairwell, etc.).

8.2. The Seller is not liable for delays or failed deliveries resulting from:

  • an incorrect, incomplete or outdated address;
  • the recipient’s absence or inability to deliver for reasons attributable to the Customer (e.g. failure to collect the parcel from a collection point or carrier’s depot).

8.3. If a parcel is returned to the sender due to an incorrect/incomplete address, non-collection or other reasons attributable to the Customer:

  • the Seller may require payment for a new shipment, at the Customer’s expense, before dispatching it again;
  • if the Customer requests cancellation of the order (where withdrawal is permitted), the Seller may retain shipping costs actually incurred and any additional costs attributable to non-collection, subject to the Consumer’s mandatory rights.

9. Customs Duties, Import VAT and Charges for Non-EU Shipments

9.1. For shipments to non-EU countries, any customs duties, local taxes, import taxes and customs clearance charges are entirely payable by the Customer.

9.2. Where due, these amounts are neither calculated nor collected by the Seller when the order is placed and may be requested from the Customer by customs authorities and/or the carrier upon delivery or later.

9.3. Customers must enquire in advance with the competent authorities in their country about duties and charges applicable to importing the purchased products.

9.4. Failure to collect or refusal of a parcel solely because of customs duties and import charges does not constitute a legitimate ground for complaint against the Seller; the financial consequences (including parcel return costs) may be charged to the Customer, subject to the Consumer’s mandatory rights.

10. Damaged, Missing, Lost or Uncollected Parcels

Protective packaging and delicate miniatures

We pack our products carefully using shock-absorbing protective materials to reduce movement and impacts during transport. Miniatures are delicate, especially thin or projecting parts, so please unpack them gently and avoid pulling on these details.

Despite these precautions, a small glued component may occasionally detach during transport. A clean detachment can sometimes be repaired by reattaching the part with a suitable adhesive. Please contact us before attempting a repair: we can assess the issue and, if you wish, provide guidance. You are not required to repair the item yourself or accept a damaged or non-conforming product.

Delivery checks and reporting damage

When your order arrives, please check the condition of the parcel. If the packaging shows visible damage, ask the courier to record it at delivery, describing the damage in the delivery reservation.

If you find damaged components, contact us promptly with your order number and, where available, photographs of the outer parcel, internal packaging and affected products. Keep the packaging and damaged components so that we can carry out checks and, where appropriate, handle a claim with the courier.

A video of the parcel being opened may be useful, but it is not required. The absence of a video, photographs or a delivery reservation does not automatically result in the loss of your statutory rights.

We will handle your report and provide any remedies due under applicable law. Your statutory guarantee and consumer rights remain unaffected.

Fragility, protective packaging and the possibility of an easy repair do not exclude damage from assessment or limit the statutory guarantee of conformity. Where the law requires it, repair or replacement will be provided free of charge, within a reasonable time and without significant inconvenience; a price reduction or refund remains available where the statutory conditions are met. Assistance is not conditional on a courier claim being accepted. Any suggested self-repair is voluntary and does not replace the remedies to which you are legally entitled.

10.4. Lost parcels
If a parcel is suspected to be lost, Customers are invited to contact the Seller; appropriate enquiries will be made with the carrier. If the shipment is confirmed lost, the following will be provided at no additional cost to the Customer:

  • a replacement shipment of the products; or, if no longer available,
  • a refund of the amount paid, in accordance with applicable rules.

10.5. Uncollected or refused parcels

  • If the Customer does not collect a parcel within the carrier’s retention period or refuses it without a justified reason, it may be returned to the sender.
  • In that case, return costs and any additional charges may be charged to the Customer.
  • Any subsequent dispatch will take place only after payment for a new shipment, at the Customer’s expense.

11. Partial Shipments

11.1. As a rule, the Seller does not make partial shipments:

  • orders containing multiple items are dispatched when all products, including any preorders, are available and ready for dispatch.

11.2. In exceptional cases and by prior written agreement with the Customer, the Seller may consider partially dispatching an order, provided that:

  • any additional shipping costs for partial shipments may be charged to the Customer with their prior acceptance.

12. Inability or Delay in Delivery Due to Force Majeure

12.1. The Seller is not liable for delays or non-delivery due to force majeure or otherwise not directly attributable to its conduct (e.g. strikes, natural disasters, health emergencies, conflicts, measures imposed by authorities, or disruptions to carriers or transport infrastructure).

12.2. In such cases, the Seller undertakes to inform the Customer promptly and make reasonable efforts to minimise inconvenience, subject to the Consumer’s mandatory rights, including the right to withdraw from the contract where provided by law.

13. Handmade Products and Possible Variations

13.1. Many products offered by the Seller, particularly hand-painted miniatures and other handmade items, are produced by hand; this may result in minor differences from Website photographs (e.g. colour shading, painting details and finish).

13.2. These differences do not constitute a lack of conformity but are characteristic of handmade production and manual work.

14. Shipping Support Contacts

14.1. For any questions or requests about shipping, deliveries, tracking, damaged parcels or parcels not received, Customers can contact the Seller through:

  • the contact form on the Website;
  • Email: support@handcrafted-heroes.com

14.2. The Seller undertakes to respond to support requests within an indicative period of 48 working hours.

15. Missing Information to Verify/Complete Internally

  • Any specific restrictions on EU/non-EU countries not served or subject to particular exclusions.
  • Any more detailed operational instructions on accepting delivery subject to inspection and recommended wording on the carrier’s document, where required by the carrier.

16. Clauses for Professional Review

  • Allocation of liability with carriers in the event of loss/damage and its relationship with the procedures actually used by each carrier.
  • Operational rules for shipping to non-EU countries (particularly duties, import VAT and policies on non-collection due to customs charges), to ensure full consistency with current law and the practices of the carriers used.