Shipping and Returns

Processing Time

All items are made to order. Please allow 10–14 business days for production for single, couple, and pet pieces, and 14–18 business days for multi-person group pieces, before shipping.

Shipping Options

Every piece is handmade to order. You can choose your production speed and your shipping speed separately — or combine both for the fastest possible delivery.

  • Standard — FREE
    Production 10–14 business days (14–18 for multi-person groups) + shipping 2–3 weeks. Free to any destination, with tracking.
  • Rush Production — +$25
    Production 5–7 business days + standard shipping (2–3 weeks).
  • Express Delivery — +$28
    Standard production (10–14 business days, 14–18 for multi-person groups) + fast shipping 5–10 business days.
  • Rush + Express — +$49
    Production 5–7 business days + fast shipping 5–10 business days. Our fastest option.

Shipping times are estimates and begin after production is complete. Actual delivery may vary by destination.

Customs & Import Duties

Every piece ships from our studio in Shenzhen, China. Import duties, taxes and customs clearance fees are set by your destination country and are not included in your order total or in the shipping charge. Anything that is not collected at checkout is the recipient's responsibility.

If charges apply, your carrier will contact you before delivery. Please check your country's import rules before ordering — a parcel refused because of unpaid customs charges is returned or destroyed and is not eligible for a refund.

What to expect:

  • United States — the $800 duty-free de minimis exemption no longer applies, and the simplified T86 clearance channel closed permanently in May 2026. Parcels now clear under a full customs entry, and any duty is assessed on the item's classification and collected by the carrier on delivery.
  • European Union — the €150 duty-free exemption ended on 1 July 2026. Consignments valued at €150 or less now carry a flat customs duty of €3 per item category (per tariff line, not per parcel), with an EU handling fee of roughly €2 per parcel expected from November 2026. Orders shipped from inside the EU are not subject to the flat duty.
  • Japan — orders valued above ¥10,000 may attract customs duty and 10% consumption tax.
  • Hong Kong — no import duty or VAT is charged on goods like these.
  • All other destinations — expect duty and/or VAT on imported goods once your parcel passes the local threshold.

Not sure what your country charges? Email us before you order and we will help you work it out.

Returns & Exchanges

Due to the custom, handmade nature of our products, we accept returns only for damaged or defective items.

If your order arrives damaged or has a craftsmanship defect, contact us within 7 days of delivery with photos — we'll remake it or refund you in full.

Custom & Personalized Items

Since your sculpture is made specifically for you from the photo you provide, we generally do not accept returns or refunds for a change of mind.

Changes & Cancellation

You may request changes or cancel before production begins. Once sculpting starts, changes or cancellations are no longer possible.

We want you to love your custom piece. If you have any concerns, email us at hello@lustarstudio.com with your order number — we reply within 1–2 business days.