Shipping & Returns

Shipping Policy

Orders to be shipped from the atelier in Istanbul, Turkiye to Internationally will be shipped via USPS International, FedEx International Economy, FedEx International Priority or DHL Express Worldwide. All applicable options will be presented when shipping is calculated.

Please be advised that we will only ship Internationally viatrackable methods. The shipping options provided to you on our site are the only ones at our disposal and that are applicable to your specific order. These services are provided by either DHL, FedEx or the United States Postal Service. We are sorry, but we cannot honor requests to ship via any other carriers.

When shipping internationally, delays or additional fees assessed by your country's customs department are beyond our control. Our customers are strongly encouraged to research their country's importing rules and if any additional fees, such as GST, duties or VAT are applicable. These fees are not included in the shipping costs and are, regrettably, your responsibility.

We are required by U.S. Customs exporting regulations to declare the appropriate value on every international shipment. There are no exceptions to this rule.

If you have any questions, we encourage you to contact your local Customs Office to determine if any such fees are applicable to your purchase. We have no access to that information and will not be able to assist you in this matter.

Return & Exchange Policy

You have 30 calendar days from the date your order is shipped to submit a return request or notify us that you wish to return an item. Once your return request has been approved, you have two weeks (14 calendar days) from the date of RMA (return merchandise authorization) notification to have the item returned to us and in our possession.

An RMA # is required for all returns. We will refuse all packages which do not have an RMA # clearly marked on the outside of the package. Please make sure it is CLEARLY WRITTEN AND VISIBLE.

All shipping charges, including those that you paid to originally receive the package, are not refundable. Should the original order have received a free shipping promotion, we will deduct the amount paid by our company to ship the order to you from any potential refund.

All returned orders are subject to a 25% restocking fee. The restocking fee will be waived if the item is being returned for an exchange or store credit. Restocking fee is not applicable for returns on damaged or defective merchandise.

You are responsible for all shipping charges associated with the item return.

Items must be packed carefully and shipped via a method that is insured, trackable and has signature required for delivery. We personally recommend delivery companies. We are not responsible for any damage or loss that is incurred while the package is in transit. That is why we require the package to be insured.

Clearance, shopworn, imperfect and custom made (bespoke) products are not eligible for return or exchange.

If you change your mind about a purchase while the package is in transit, please do not refuse the package. When a package is refused, delivery companies will charge UC both the full transportation costs to return the package to us and an additional refusal fee.

Package Refusal

If you do change your mind about a purchase and refuse delivery of the package, you will be responsible for ALL transportation, delivery and related costs for the package to be returned to us. These fees will be deducted from the amount of your refund. It will be much cheaper for you if you just sign for the package and submit a request to return it to us directly.

Item Arrived Damaged

UC uses the finest packaging materials to protect its packages and adheres to the strictest packing guidelines to minimize the likelihood of your package being damaged in transit. We understand how frustrating it can be to receive an item that is damaged.

In the unlikely event that the item that you received is damaged, please rest assured that UC is committed to providing the finest customer service and our professional staff will work quickly to resolve the situation at absolutely no cost to you.

You have one week (7 calendar days) from the date that the package is delivered to notify us that the product you received is damaged. If you find that an item has arrived damaged, please keep all of the packaging materials that your shipment came with (cardboard box, packing materials) and notify us immediately.

Depending on the item that arrived damage, delivery companies may wish to perform an inspection on the damaged item and its original packaging to verify the extent of the damage and that the package was properly packed. delivery companies has 5 (five) business days to decide whether they want to perform an inspection. If they do decide to perform an inspection, a delivery companies representative will come to the delivery address and pick up the damaged item and all packaging materials. It is not very common that delivery companies does perform such inspections, but it does happen.

If you have notified us within the time frame, we will replace the item at no cost to you. Please note that in the case of Chessmen, where each piece is unique, we may require that you send us back the damaged piece first. This is to ensure that the grain/coloring/carving of the replacement piece is identical to the one you are replacing. This is done for your benefit and is the only way an ideal match can be guaranteed.

If you notify us after the time period has expired, we will not honor any damaged item claims. In this situation, you should check to see if the item comes with a Manufacturer’s Warranty and contact them directly regarding replacement.

Order Cancellation

If you wish to cancel an order that has been placed, please Contact Us IMMEDIATELY. Once an order has been sent to our atelier for processing, it can no longer be cancelled or modified.

We strongly recommend that you contact via telephone, whatsapp etc. during business hours to ensure that your order cancellation request is received and processed promptly. Should you need to submit a request after hours we can be reached via email at theultimatecraftsman@protonmail.com

If your order has already shipped, please see the Item Returns & Refunds section to learn more about returning the item.