Shipping policy

Lacquer Memorial / Angkor Artwork

Last Updated: January 10, 2026

1. Shipping Geography

We provide international shipping worldwide from our workshop in Siem Reap, Cambodia.

1.1 We Ship To:

  • European Union (all countries)
  • USA and Canada
  • United Kingdom
  • Australia and New Zealand
  • Asia-Pacific Region
  • Most other countries

1.2 Restrictions

We cannot ship to countries under international sanctions or regions with unstable postal services.

Not sure if we ship to you?
Enter your address at checkout — if shipping is available, the system will calculate the cost.

2. Production and Dispatch Times

2.1 Standard Items (without personalization)

Preparation for dispatch: 3-5 business days

Includes:

  • Final quality inspection
  • Packaging
  • Document preparation

Dispatch: as soon as the item is ready, typically within a week of ordering

2.2 Personalized Items (with engraving)

Production: 7-14 business days

Stages:

  1. Engraving design approval (1-2 days)
  2. Hand engraving application (3-5 days)
  3. Final lacquer coating (2-4 days)
  4. Drying and quality control (2-3 days)
  5. Packaging (1 day)

Important:

  • Timeline starts AFTER you confirm the design
  • Please check your email for design approval
  • Delay in confirmation increases overall timeline

2.3 Pre-order / Special Items

If the item is out of stock or requires special work:

  • Production time: up to 4 weeks
  • We will inform you of the exact timeline before order confirmation

3. Delivery Times

3.1 After Dispatch

Transit time depends on destination country and shipping method:

Region Standard Shipping Express Shipping
Asia (Thailand, Vietnam, Singapore) 7-14 days 3-5 days
Europe 14-21 days 7-10 days
USA / Canada 14-28 days 10-14 days
Australia / New Zealand 14-21 days 7-12 days
Rest of World 14-30 days 10-20 days

FTC Reasonable Basis Statement:
The delivery times stated are based on our experience working with international carriers and customs authorities in various countries. We regularly analyze delivery data to maintain the accuracy of our estimates. Actual times may vary due to factors beyond our control.

Note: Times are approximate and depend on:

  • Customs clearance
  • Postal service workload
  • Public holidays
  • Force majeure circumstances (see Section 5 of Terms of Service)

3.2 Total Timeline (from order to receipt)

Standard item to Europe:

  • Production: 3-5 days
  • Delivery: 14-21 days
  • Total: 3-4 weeks

Personalized item to USA:

  • Production: 7-14 days
  • Delivery: 14-28 days
  • Total: 3-6 weeks

4. Shipping Costs

4.1 Cost Calculation

Shipping costs are calculated automatically at checkout based on:

  • Package weight and size
  • Destination country
  • Selected shipping method

4.2 Approximate Costs

Standard urn (weight 2-3 kg):

Destination Standard Mail Express
Asia $15-25 $35-50
Europe $25-40 $60-80
USA/Canada $30-50 $70-100
Australia $25-45 $65-90

Exact cost will be shown at checkout.

4.3 Free Shipping

We periodically offer free shipping on orders above a certain amount or as part of promotions.

Stay informed:

  • Subscribe to our newsletter
  • Watch for announcements on our website

5. Shipping Methods

5.1 Standard Postal Shipping

Service: Cambodia Post International / EMS

Advantages:

  • Affordable cost
  • Reliability
  • Tracking number provided

Features:

  • Delivery to post office or home (depends on country)
  • May require collection at post office
  • Standard timelines (see table above)

5.2 Express Shipping

Services: DHL, FedEx, UPS (depending on destination)

Advantages:

  • Fast delivery
  • Courier delivery to home
  • Detailed tracking
  • Insurance included

Cost: higher than standard shipping

Recommended for:

  • Urgent orders
  • Valuable personalized items
  • Delivery to remote regions

5.3 Package Tracking

Tracking number provided for all shipments:

  1. You will receive an email with tracking number after dispatch
  2. Track on the courier service website
  3. Updates arrive automatically

Tracking links:

  • Cambodia Post: [link]
  • DHL: www.dhl.com/track
  • FedEx: www.fedex.com/tracking
  • EMS: www.ems.post

6. Packaging

6.1 Our Packaging Approach

Each urn is a fragile work of art. We take packaging with utmost seriousness.

Packaging Process:

Step 1: Item Preparation

  • Final cleaning and polishing
  • Defect inspection
  • Photography (for our archive)

Step 2: First Layer of Protection

  • Wrapping item in soft cloth
  • Wrapping in bubble wrap (2-3 layers)
  • Securing with tape

Step 3: Inner Box

  • Placing in protective inner box
  • Filling voids with soft padding
  • Item must not move inside box

Step 4: Sealing

  • Sealing joints with special adhesive
  • Ensuring moisture resistance

Step 5: Outer Packaging

  • Reinforced cardboard box
  • "FRAGILE" labeling
  • "This Side Up" arrows for proper orientation

Step 6: Documents

  • Customs declaration
  • Commercial invoice
  • Certificate of authenticity for handmade item
  • Phytosanitary certificate (for wood shipments — see Section 7.5)

6.2 Packaging Materials

We use:

  • Recycled cardboard
  • Biodegradable fillers (where possible)
  • High-quality bubble wrap
  • Reinforced boxes for international shipping

6.3 Packaging Process Photos

For transparency and your peace of mind:

  • We document the packaging process
  • Photos available upon request
  • Banks and customs authorities may request confirmation

7. Customs and Taxes

7.1 Customs Clearance

We will prepare:

  • Customs declaration
  • Commercial invoice
  • Certificate of origin (if required)
  • Handmade certificate

Declared value:

  • Real purchase value is stated
  • We do not undervalue (this is illegal and can create problems)

7.2 Customs Duties and Taxes

Important to understand:

  • When importing goods into your country, customs duties, VAT, and fees may apply
  • These payments are NOT included in the product or shipping cost
  • The buyer is fully responsible for their payment

When they apply:

  • Depends on your country's legislation
  • Usually when exceeding a certain value threshold
  • Varies from 0% to 30% (depending on country)

7.3 Country Examples

European Union:

  • Duty-free threshold: €150 (2024)
  • Above threshold: customs duty + VAT (typically 19-25%)
  • May include customs clearance fee

USA:

  • Duty-free threshold: $800
  • Above threshold: duty varies (often 0-5% for handmade items)

United Kingdom:

  • Duty-free threshold: £135
  • Above threshold: duty + VAT 20%

Australia:

  • Duty-free threshold: AUD $1000
  • Above threshold: GST 10% + possible duty

Check with your customs:
We recommend checking current rates on your country's customs service website.

7.4 How to Pay Customs Charges

Option 1: Upon Delivery

  • Courier or postman will request payment at delivery
  • Cash or card (depends on service)

Option 2: Online Prepayment

  • Customs may send notification for online payment
  • Package will be delivered after payment

Option 3: Collection at Customs/Post Office

  • Sometimes personal collection is required
  • Payment upon collection

What if you don't pay:

  • Package will return to sender
  • Product cost is not refunded (item will be returned)
  • You can reorder after return

7.5 Wood Import: Phytosanitary Requirements

IMPORTANT NOTICE about wooden products:

Our urns are made from natural wood. Many countries require phytosanitary certificates for importing wooden products, confirming that the wood is pest-free and meets international standards (ISPM 15).

We provide:

  • Phytosanitary certificates for all wood shipments
  • Compliance with international phytosanitary treatment standards
  • Proper labeling and documentation

Country-specific requirements:

  • EU: Phytosanitary certificates mandatory for wooden products from non-EU countries
  • USA: APHIS (Animal and Plant Health Inspection Service) compliance required
  • Australia/New Zealand: Strict biosecurity requirements — all wooden products must be declared
  • Canada: CFIA (Canadian Food Inspection Agency) requirements

What this means for you:

  • Small additional delay at customs (1-3 days) for inspection
  • Customs may request additional information about wood origin
  • In rare cases, additional inspection may be required

We include all necessary certificates in every shipment automatically. If customs authorities have questions, contact us — we will provide additional documentation.

8. Tracking and Notifications

8.1 Email Notifications

You will receive email updates:

  1. Order confirmation — immediately after payment
  2. Production started — for personalized items
  3. Design for approval — before engraving
  4. Order shipped — with tracking number
  5. Package at customs — if action required
  6. Package delivered — delivery confirmation

8.2 Online Tracking

Where to track:

  • On courier service website
  • In your account on lacquermemorial.com (if created)
  • Through delivery service apps

Typical statuses:

  • "Preparing for shipment" — preparing for dispatch
  • "In transit" — on the way
  • "Arrived at destination country" — arrived in destination country
  • "Customs clearance" — customs clearance
  • "Out for delivery" — handed to courier for delivery
  • "Delivered" — delivered

8.3 What to Do If Status Doesn't Update

Don't panic:

  • Updates may be delayed 2-5 days
  • Especially at customs stage

Contact us if:

  • Status hasn't updated for more than 7 days
  • Package is "stuck" in one place for more than 2 weeks
  • You received a strange notification

9. Receiving Your Package

9.1 Inspection Upon Receipt

Very important:

  1. Inspect packaging in presence of courier/at post office
  2. If packaging is damaged:
    • Photograph before opening
    • Open in presence of courier/postal employee
    • Document contents damage
    • File a report (if possible)
  3. Contact us within 48 hours if you discovered damage

9.2 Signature Upon Receipt

For express delivery:

  • Recipient signature required
  • Ensure someone will be home
  • Alternative delivery address can be specified (work, neighbors)

For standard mail:

  • May be delivered to mailbox
  • Or collection at post office required

9.3 If You're Not Home

Courier will leave notice:

  • About delivery attempt
  • How to collect package
  • Contacts for rescheduling delivery

Options:

  • Redelivery (sometimes paid)
  • Collection at pickup point
  • Collection at post office

Storage period:

  • Usually 7-14 days (depends on service)
  • After period, package returns to sender

9.4 Delivery Failure Scenarios

What happens if delivery fails:

Scenario 1: Incorrect Address

  • If delivery address is incorrect or incomplete, courier cannot deliver the package
  • Package will return to us or be held at local post office
  • Your responsibility: Check address at checkout
  • Additional costs: Re-shipping cost paid by buyer

Scenario 2: Refusal to Pay Customs Charges

  • If you don't pay required customs duties, package returns to sender
  • Product cost is not automatically refunded
  • Return shipping cost may be deducted from refund
  • Solution: Pay customs charges on time or contact us before storage period expires

Scenario 3: Nobody Received Package

  • After several delivery attempts (usually 2-3), package goes to storage
  • Storage period: 7-14 days (depends on delivery service)
  • After storage period, package returns to us
  • Your responsibility: Track package and collect it on time
  • Additional costs: Re-shipping cost paid by buyer

Scenario 4: Package Refusal

  • If you refuse to accept the package, it returns to us
  • Refund issued minus all shipping costs (outbound and return)
  • Re-shipping cost paid by buyer if you want to receive the item

Scenario 5: Customs Delay Over 30 Days

  • In rare cases, package may get stuck at customs
  • We will maintain communication with you and help resolve the issue
  • See also force majeure clause in Section 5 of our Terms of Service
  • Options: wait for clearance, return and reship, or refund

How to avoid delivery problems:

  • Double-check delivery address at checkout
  • Provide working phone number for courier contact
  • Track package regularly
  • Respond to courier service notifications
  • Be prepared to pay customs charges
  • Contact us immediately if problems arise

10. Delivery Delays

10.1 Possible Causes of Delays

  • Customs clearance (1-7 additional days)
  • Holiday periods (Christmas, New Year, national holidays)
  • Air transport (flight delays, connections)
  • Force majeure (natural disasters, pandemics, political events)
  • Postal service workload (peak seasons)

Force Majeure Circumstances:
In case of delays caused by force majeure circumstances (natural disasters, pandemics, wars, strikes, government restrictions, etc.), the force majeure clause set forth in Section 5 of our Terms of Service applies. We are not liable for delays beyond our reasonable control.

10.2 What We Do

  • Monitor all shipments
  • Contact courier services during delays
  • Inform you of updates
  • Help resolve issues

10.3 What to Do in Case of Delay

If package hasn't arrived within stated time:

  1. Check tracking number — updates may be available
  2. Contact us — we will initiate an investigation
  3. Wait for results — typically 10-14 days for investigation

If package is lost:

  • We will file claim with delivery service
  • Upon confirmation of loss — send replacement or refund
  • Process may take 30-60 days (delivery service requirements)

11. Insurance

11.1 Standard Coverage

Standard mail:

  • Basic insurance included
  • Coverage typically up to $50-100

Express delivery:

  • Insurance included
  • Full product value coverage

11.2 Additional Insurance

For especially valuable personalized items:

  • Extended insurance can be added
  • Cost: typically 2-3% of product value
  • Selected at checkout

12. Shipping Sustainability

We care about the environment:

  • Recycled materials in packaging
  • Biodegradable fillers where possible
  • Size optimization of packaging (less waste)
  • Carbon footprint compensation(partnership with environmental projects)

Your contribution:

  • Save packaging for possible return
  • Recycle packaging materials
  • Consider standard shipping instead of express (lower CO2 emissions)

13. Special Delivery Cases

13.1 Gift Delivery

We can:

  • Not include price in package
  • Attach greeting card (specify text in order comments)
  • Use gift wrapping (+$10)
  • Ship directly to recipient

When ordering specify:

  • Recipient address
  • Text for card
  • Special wishes

13.2 Event/Ceremony Delivery

If you need the item by a specific date:

  1. Contact us in advance (minimum 6-8 weeks)
  2. We will recommend express shipping
  3. Specify critical date when ordering
  4. We will make every effort, but cannot guarantee delivery by exact date (depends on customs)

Tip: Order with time buffer for peace of mind.

14. Shipping Contact Information

Shipping inquiries:

Email: info@lacquermemorial.com
Subject: "Shipping Question - Order [number]"

We respond within 24-48 hours (business days)

Sender address:
ANGKOR ARTWORK
[Address in Siem Reap]
Siem Reap, Cambodia

15. Important Reminders

  • Check delivery address at checkout
  • Provide phone number for courier contact
  • Track package regularly
  • Be prepared for customs payments
  • Inspect packaging upon receipt
  • Report problems within 48 hours

We make every effort to ensure your item arrives safely and on time. Each urn is packed with love and care, as if it were a precious memory of a loved one — because that's exactly what it is.

ANGKOR ARTWORK
Siem Reap, Cambodia
Registration No. 50003135

Last Updated: January 10, 2026