Shipping

Effective date: 18 September 2026.

This page explains how we ship our pieces, where to, how long it takes, which delivery options include import duties, and what to do if something goes wrong on the way to you. The exact cost for your address is calculated at checkout.

Where we ship from

Every order leaves our workshop in Tbilisi, Georgia. Each piece is checked by hand, wrapped in a cotton pouch, boxed in our recyclable outer packaging, and sealed for transit.

Our pieces are made in and shipped from Tbilisi, Georgia. Orders are fulfilled and dispatched on our behalf by our production partner, Individual Entrepreneur Nikita Diachenko (Georgia, ID 304821664).

Where we ship to

We ship worldwide. If your country appears at checkout with an available delivery option, we can deliver there. If you do not see your country, please write to hello@mutual-act.com — in most cases we can arrange it.

We currently do not ship to P.O. boxes, army post offices, or general-delivery / poste-restante addresses. Express couriers require a physical street address.

Dispatch time

Pieces in stock are dispatched within 3 business days of the order being paid. Made-to-order pieces have a longer lead time — the estimate for that specific piece is shown on the product page, under the price, and never exceeds 21 days. Business days are Monday to Friday, excluding Georgian public holidays.

If we cannot dispatch within the time stated, we will tell you before that time runs out, give you a revised dispatch date and let you choose between waiting and cancelling the order for a full refund.

You will receive a shipping notification with the tracking number as soon as the carrier collects the parcel.

Delivery options, carriers and tracking

The delivery options available for your address — carrier, service, cost, estimated transit time and whether import duties are included — are shown at checkout before you pay. At present we dispatch by international express courier; further delivery options will be added to the checkout as they become available. Every parcel is tracked door to door.

Once your parcel is on its way you can follow it in the tracking link included in the shipping email, in your account order history, or directly on the carrier's site with the tracking number.

Estimated delivery times

Typical transit times for express courier delivery, in business days from pick-up. All estimates exclude weekends, public holidays and any customs review at destination. Actual delivery times may vary and are not guaranteed.

• Georgia: 1–2 business days
• European Union: 3–5 business days
• United Kingdom: 3–6 business days
• United States and Canada: 5–8 business days
• Rest of the world: 7–14 business days

Shipping cost and free-shipping threshold

The delivery options and their prices for your destination are shown on the checkout page, calculated from the address you enter. If your order total reaches the free-shipping threshold for your zone, the standard option is complimentary — the discount is applied automatically at checkout.

Import duties and taxes

Whether import duties and taxes are included depends on the delivery option you choose. Options marked “duties and taxes included” are shipped Delivered Duty Paid (DDP): the total you pay at checkout already includes the import duties, VAT and other taxes required to clear customs at your destination, and no additional import charges are due on delivery. If a carrier nevertheless tries to collect a duty at your door on a DDP shipment, please pay only if unavoidable, keep the receipt and forward it to hello@mutual-act.com — we will reimburse the amount in full.

Options marked “duties and taxes not included” are shipped with import charges payable by the recipient: your local customs authority or postal operator may collect duties and taxes from you on delivery. These charges are set by your country and are not part of your order. The checkout, and your order confirmation email, state which arrangement applies to your order.

Address accuracy

Please double-check the delivery address before submitting your order. We use the address exactly as it appears in the order. If a parcel is returned to us because the address was incorrect, incomplete or refused at destination, a new delivery attempt is chargeable at the standard rate for the destination.

If you spot a mistake, write to hello@mutual-act.com immediately. If the carrier has not yet collected the parcel we can usually update the address at no charge.

Signature on delivery

Express courier deliveries may require a signature on delivery, depending on the carrier and destination. If nobody is available at the delivery address, the carrier will leave a card with instructions to reschedule, redirect to a pickup point, or arrange a second attempt. Parcels held at a pickup point are usually kept for 5–7 days before being returned to us.

Delays and customs holds

Occasionally a shipment is delayed by weather, carrier volumes or customs review at destination. If your tracking has shown no movement for 10 business days after dispatch, or if the parcel has been held in customs for more than 7 days, please contact hello@mutual-act.com. We open a case with the carrier on your behalf; if the parcel is confirmed lost we either resend the piece or issue a full refund, at your choice.

Loss or damage in transit

If your piece arrives damaged, or the tracked parcel is confirmed lost by the carrier, we replace the piece or refund it in full — the risk of loss or damage in transit is ours until the goods are delivered to you. We handle the claim with the carrier ourselves; you do not need to claim against the carrier. To help us, please:

• keep the outer packaging and the piece as delivered until we confirm the next step;
• if possible, email photos of the damaged box, the internal packaging and the piece to hello@mutual-act.com within 48 hours of delivery — this helps us open the carrier claim;
• do not throw anything away until the claim is resolved.

This request does not limit any statutory rights you have in relation to damaged, defective or non-conforming goods, including the legal guarantee of conformity described in our Terms of Sale.

Contact

Shipping questions: hello@mutual-act.com. Include your order number (MA-…) so we can pull up the correct tracking and get you a quick answer.