Version 2025-1, Effective May 2025
For any questions or queries related to shipping and delivery please email contact@palomaeditions.com or phone +61 452 142 258.
- Shipping & Delivery Policy
This Shipping & Delivery Policy forms an integral part of the Terms of Service and General Conditions of Sale of Aquilare Group Inc. ("Paloma Editions", “we”, “our”, “us”). By placing an order with Paloma Editions, the Client (“you”) agrees to the terms outlined below.
Paloma Editions arranges for the global shipment of Products using a network of freight and logistics partners. Delivery methods and service levels are determined based on the delivery option selected by the Client, the destination address, the characteristics of the item, and any relevant handling requirements. All delivery quotes are confirmed prior to dispatch, and must be fully paid by the Client prior to dispatch. Shipping and delivery quotes are valid for 7 calendar days from issue.
Any shipments returned to us, the manufacturer, or the carrier’s local depot, and/or storage costs incurred as a result of the Client’s delay or failure to accept delivery will require the Client to pay all additional costs incurred by Paloma Editions. The cost of re-shipping Products that are returned to us or our suppliers may exceed the initial shipping and delivery charges previously incurred by the Client, and the Client agrees to pay any re-shipping fees that are incurred as a result of their failure to accept the initial delivery.
2. Delivery Options
2.1 Air Freight White Glove Delivery Service
Available for most furniture pieces, this service includes delivery, unpacking, and placement in the room of your choice. White glove delivery may not be available at your destination address; service availability must be confirmed on email via our quoting process.
We estimate air freight deliveries to metropolitan areas to occur within 10 business days (business day means a day other than Saturday, Sunday or public holiday at the delivery location) of the date on which the carrier first picks up the Product(s) from the origin address. Delays may occur for several reasons and therefore delivery timeframes cannot be guaranteed, and are provided as general guidance in good faith.
2.2 Air Freight Standard Delivery Service
Available for most pieces, we offer curb side delivery. This includes delivery to the destination address at street level but does not include internal placement or unpacking. It is the Client’s responsibility to move the piece indoors and arrange for assembly or installation as required.
We estimate air freight deliveries to metropolitan areas to occur within 10 business days of the date on which the carrier first picks up the Product(s) from the origin address. Delays may occur for several reasons and therefore delivery timeframes cannot be guaranteed, and are provided as general guidance in good faith.
2.3 Sea Freight White Glove Delivery Service
Available for most furniture pieces, white glove delivery via LCL sea freight includes delivery, unpacking, and placement in the room of your choice. White glove delivery may not be available at your destination address; service availability must be confirmed on email via our quoting process.
We estimate sea freight deliveries to metropolitan areas to occur roughly 30-58 days after the date on which the carrier first picks up the Product(s) from the origin address. Delivery timeframes vary significantly based on the delivery address; please contact us for more information. Delays may occur for several reasons and therefore delivery timeframes cannot be guaranteed, and are provided as general guidance in good faith.
2.4 Sea Freight Standard Delivery Service
Available for most pieces, we offer curb side delivery via LCL sea freight, which can be more economical than air freight. This includes delivery to the shipping address at street level but does not include internal placement or unpacking. It is the Client’s responsibility to move the piece indoors and arrange for assembly or installation as required.
We estimate sea freight deliveries to metropolitan areas to occur roughly 30-58 days after the date on which the carrier first picks up the Product(s) from the origin address. Delivery timeframes vary significantly based on the delivery address; please contact us for more information. Delays may occur for several reasons and therefore delivery timeframes cannot be guaranteed, and are provided as general guidance in good faith.
3. Packing and Shipping
Once your order has completed production, the item will be professionally packed for shipment. You will receive a notification email confirming dispatch, including tracking information if applicable. Paloma Editions monitors the shipping process closely and maintains ongoing contact with our carriers to ensure transparency and continuity. The Client may contact the Paloma logistics team at any stage of the order’s journey by emailing contact@palomaeditions.com.
4. Delivery Date
Products held in stock are generally dispatched within five (5) business days from the date of order confirmation. Dispatch times may vary depending on the destination address and the service level selected.
For products that are made-to-order, shipment will occur upon completion of the manufacturing process. The estimated production lead time for each made-to-order item is indicated on the detailed product description page. These lead times are provided for reference only and may be subject to adjustment based on workshop capacity or material availability.
Clients may request a preferred delivery date, and Paloma Editions will make reasonable efforts to accommodate such requests. However, no guarantee can be made regarding specific delivery dates, particularly for international shipments, as transit times may be influenced by factors beyond our control, including carrier schedules, customs processing, and logistical constraints.
5. Shipping Notification and Tracking
Once your order has been dispatched, Paloma Editions will send a formal shipping notification to the email address provided at the time of purchase. This notification will include the carrier information, tracking number (where applicable), and any additional delivery instructions or contact details relevant to your shipment.
Tracking information is provided as a courtesy and enables you to monitor the progress of your delivery. Please note that tracking updates are subject to the carrier’s internal processing systems. Personal data used for shipping is processed in accordance with our Privacy Policy.
6. Heavy-Product Delivery and Safety
6.1 Definition. A “Heavy Product” means any individual item we list or disclose as weighing more than 100 kilograms (≈220 lbs). Some stone pieces exceed 300 kilograms (≈660 lbs).
6.2 Suitability of Installation Site. Before delivery or installation, you must verify that the intended floor, wall, sub-structure, and access route can safely support the full static and dynamic load of the Heavy Product, taking into account any point-load concentrations and movement during placement.
6.3 Professional Advice & Equipment. You agree to engage qualified professionals—such as a licensed structural engineer, qualified installer, or rigging contractor—whenever local building codes, site conditions, or common safety practices reasonably require it. Appropriate lifting, anchoring, and leveling equipment must be used at all times.
6.4 No Implied Warranty of Structural Fitness. We make no representation that any premises are suitable for a Heavy Product; suitability is solely your responsibility.
6.5 Assumption of Risk & Indemnity. You assume all risks arising from improper handling, inadequate structural support, or non-compliant installation of a Heavy Product and agree to indemnify and hold Paloma Editions harmless from any claim, damage, or expense resulting from your failure to comply with this Section 6.
7. Receiving Heavy Products
7.1 White Glove Recommendation. If a Heavy Product is to be delivered to a residential location without a loading dock, we strongly recommend that you purchase our White Glove delivery service or arrange for an equivalent professional service yourself. White Glove includes inside delivery, placement, unpacking, assembly where applicable, and removal of packing materials.
7.2 Alternative – Receiving Warehouse. Where White Glove delivery is unavailable in your location or you elect not to purchase it, you should appoint a qualified receiving warehouse to:
(a) accept the shipment on your behalf;
(b) inspect for shipping damage or shortage upon arrival; and
(c) arrange onward in‑home delivery and installation of the Heavy Product by trained personnel.
7.3 Direct Residential Delivery via Air‑Freight Standard or Sea‑Freight Standard. If you choose to have a Heavy Product delivered directly to a residential address using our Air Freight Standard or Sea Freight Standard services:
(a) you are solely responsible for ensuring adequate site access, supporting surfaces, lifting equipment (e.g., tail‑lift truck, pallet jack, gantry, or crane), and a qualified professional installation crew;
(b) delivery drivers are not authorised to enter your home, traverse stairs, or remove packaging; and
(c) any delay, re‑delivery, storage, or additional handling charges resulting from insufficient site preparation will be billed to you at cost plus a 10 % administration fee.
8. Product Inspection and Damage
Title and the risk of loss, damage, theft or destruction of the ordered Product(s) shall pass to the Client when the Product(s) have been collected by the designated shipping carrier, unless the applicable consumer law requires risk to be passed to the Client upon delivery. Responsibility for damage or loss occurring in-transit is the Client’s, and they must act promptly to ensure carrier insurance claims comply with the requirements of the carrier insurance policy and as outlined in this agreement. Products are inspected by the manufacturer prior to collection at their point of origin to ensure they are in good order. The carrier will inspect the packaged Product(s) upon collection at the point of origin and is responsible for delivering the Product(s) in the condition that they were received.
Immediately upon delivery, the Client or their designated receiver must inspect the condition of all packaging and Products. Any visible damage, shortage, or tampering must be recorded on the delivery receipt, countersigned by the carrier/delivery agent, and supported by photographic evidence. Visible damage must be reported to contact@palomaeditions.com within 24 hours of delivery. Concealed damage must be reported to contact@palomaeditions.com within 72 hours of delivery. Any reports of damage must include detailed photographs of the damaged item, the packaging, the signed delivery receipt, and a reference to the Client’s order number. Failure to report damage within the required timeframe may result in the forfeiture of claims.
Do not discard the original packaging until you are satisfied with the delivery and the condition of all Products.
Product returns, refunds or exchanges are further governed by our Returns & Cancellation Policy.
9. Delays
While Paloma Editions strives to adhere to estimated production and delivery schedules, delays may occur due to circumstances beyond our reasonable control. Such circumstances may include supply chain disruptions, customs inspections, port congestion, extreme weather events, or carrier-related delays. By placing an order, the Client acknowledges and accepts the possibility of such delays and agrees that, except where prohibited by law, Paloma Editions shall not be held liable for any loss, inconvenience, or consequential damages arising from delivery postponement. Paloma Editions will maintain transparent communication with the Client and will take all reasonable measures to minimise the impact of any disruption.
10. Taxes & Duties
Paloma Editions ships internationally. Unless otherwise expressly agreed in writing or itemised at checkout, the Client is solely responsible for any and all customs duties, VAT, GST, import taxes, port handling fees, or brokerage charges applicable in the country of delivery. If you refuse to pay local duties and the shipment is returned or destroyed, you remain liable for all related charges.