Made-to-Order Products

At Punto y Arte, we offer a selection of products available by special order. This means that the product is not necessarily available for immediate shipment from our warehouse, but is specially requested from our supplier or manufacturer after receiving the customer's order.

This modality allows us to offer a wider catalog of cross-stitch kits, accessories, and materials, even when we do not have all references in permanent stock.

What does "made-to-order" mean?

A product marked as made-to-order is an item that we can specially request for you.

Before making a purchase, the customer should be aware that these products may require an additional period for preparation, processing, receipt, and subsequent shipment.

The order is processed individually and is subject to the availability of the corresponding manufacturer, supplier, or distributor.

Delivery Times

Made-to-order products may take longer than in-stock products.

The estimated delivery time may vary depending on the brand, supplier, country of origin, product availability, and transport times.

In general, we try to process all orders as quickly as possible, but delivery times can vary and do not always depend directly on Punto y Arte.

If the order includes both in-stock and made-to-order products, shipment may be made when all products are available, unless otherwise agreed with the customer.

Product Availability

Even if a product appears available for special order purchase, it may happen that the supplier or manufacturer later informs that the product is out of stock, discontinued, or temporarily unavailable.

In that case, we will contact the customer to offer one of the following solutions:

• wait for a new replenishment, if an estimated date exists;

• exchange the product for another available item;

• receive a coupon or credit for a future purchase;

• request a refund for the amount corresponding to the unavailable product.

Cancellation of Made-to-Order Products

The customer can request the cancellation of a made-to-order product as long as the product has not yet been ordered, reserved, or processed with the supplier.

Once the product has been specially ordered for the customer, prepared by the supplier, or shipped to our facilities, cancellation may not be possible or may be subject to the supplier's conditions and any costs already incurred.

If in doubt, we recommend contacting us as soon as possible to review the order status.

Exchanges and Returns

Made-to-order products are still subject to current consumer and user regulations.

However, the customer should note that these products are managed in a special way and may not be available in our regular stock.

If the customer wishes to return a made-to-order product after receiving it, they must follow the procedure indicated in our exchange and return policy.

The product must be returned complete, unused, in good condition, and with all its original components, packaging, instructions, charts, threads, fabric, accessories, and any other included item.

In the case of cross-stitch kits, if the product has been opened, used, handled more than necessary, is incomplete, or damaged, we may apply a proportional reduction of the refund amount due to the loss of value of the product, in accordance with applicable regulations.

Personalized or Specially Manufactured Products

Personalized, modified, specially prepared according to customer instructions, or specially manufactured products may be excluded from the right of withdrawal, according to applicable regulations.

If a product has special cancellation or return conditions, it will be indicated on the product page or communicated to the customer before processing.

Uncollected Orders

If a made-to-order product is correctly shipped and the customer does not collect the package, refuses delivery, or provides incorrect delivery details, the order may be returned to our facilities.

In these cases, once the package has been returned and its condition checked, the corresponding refund will be processed, with shipping costs, return costs, and other transport costs generated by causes not attributable to Punto y Arte potentially being deducted, in accordance with our exchange and return policy.

If the customer wishes to receive the order again, they must pay the new corresponding shipping costs.

Recommendation Before Purchasing

Before making a purchase of made-to-order products, we recommend carefully reviewing:

• the product description;

• the brand and reference;

• the measurements;

• the included content;

• the estimated delivery time;

• the shipping, exchange, and return conditions.

If you have any questions before placing your order, you can contact us and we will be happy to help you.

Contact

For any questions related to made-to-order products, availability, delivery times, or the status of your order, you can write to us via our contact form or through the means available on our website.

At Punto y Arte, we work to offer you clear, honest, and responsible service.