Last updated: June 2026
1. Order Processing
Fernand Lems offers two types of products, and dispatch times differ accordingly.
Ready-made pieces are prepared for dispatch within 2–3 business days of order confirmation.
Made-to-order pieces require individual production. Once your order is confirmed and payment is processed, production begins the next business day and typically takes between 7 and 20 business days, depending on the complexity of the piece and current order volume. Shipping times are additional to this production period.
Orders placed on weekends or public holidays will begin production on the next working business day.
2. Shipping Destination
We currently ship to the following regions:
- Italy (domestic);
- European Union member states; and
- United Kingdom.
If your country is not listed at checkout, we do not currently ship there. For special enquiries, contact us at fernandlems@gmail.com.
3. Shipping Methods, Costs & Estimated Delivery Times
Shipping options are displayed at checkout based on your delivery address. All delivery times are estimated from the date of dispatch, not the date of order.
Italy (domestic)
| Carrier | Estimated Delivery | Cost |
| BRT | approx. 2 business days | Free |
| Poste Italiane | approx. 4 business days | Free |
European Union
| Carrier | Estimated Delivery | Cost |
| BRT | approx. 3–4 business days | €5.00 |
| Poste Italiane | approx. 3 business days | €5.00 |
United Kingdom
| Carrier | Estimated Delivery | Cost |
| UPS | approx. 4 business days | €10.00 |
The carrier choice at checkout is yours. We recommend BRT for faster delivery within Italy and the EU.
4. Customs, Duties & Taxes
For orders shipped to the United Kingdom, customs duties, import taxes, and any applicable fees are the sole responsibility of the customer. These charges are not included in the order total or shipping fee and are determined by UK customs authorities.
We are not responsible for delays caused by customs processing.
Orders within the European Union are not subject to customs duties as we ship from within the EU.
5. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to follow your parcel’s progress with the relevant carrier.
If you have not received a tracking email within 24 hours of dispatch notification, please check your spam folder before contacting us.
6. Delivery Issues
Late delivery: If your order has not arrived within the estimated delivery window after dispatch, please first check your tracking information. If the parcel appears stuck or undelivered, contact us at fernandlems@gmail.com, and we will liaise with the carrier on your behalf.
Failed delivery attempt: If the carrier was unable to deliver and left a notice, please follow the instructions on the notice to arrange redelivery or collection. Uncollected parcels returned to us will be re-shipped at the customer’s expense.
Damaged on arrival: If your order arrives damaged, please refer to our Refund Policy for next steps.
7. Incorrect Address
Please ensure your delivery address is accurate at the time of ordering. We are not responsible for orders delayed or lost due to an incorrect or incomplete address provided by the customer. If you notice an error immediately after placing your order, contact us at fernandlems@gmail.com as soon as possible, and we will do our best to amend it before dispatch.
8. Contact
For any shipping-related questions, contact us at fernandlems@gmail.com.
