Order Support

Shipping & Delivery

Terralora dispatches from Kayseri, Türkiye using tracked courier services where available. Preparation time and transit time are separate: handmade items may require production before the parcel is handed to the courier.

Order preparation

Ready items can usually enter packing sooner than made-to-order pieces. Product availability, order size, studio workload, and customization can affect preparation time. Wholesale orders may require additional production planning.

Tracking

When a carrier provides tracking, the number can be added to your Terralora account and order-tracking page. Tracking events are controlled by the courier and may not update immediately after dispatch.

Address accuracy

Customers are responsible for entering a complete and deliverable address. Contact us immediately if you notice an error. Once a parcel has entered the courier network, an address change may be impossible or may create additional fees.

International shipping, duties, and taxes

Import treatment depends on destination and shipping service. Where Terralora explicitly states that duties or import taxes are prepaid for an order, that treatment applies to the confirmed shipment. Otherwise destination-country charges may be the recipient’s responsibility.

Delivery delays

Customs inspections, weather, local holidays, remote-area delivery, carrier disruptions, and incomplete address information can delay a parcel after dispatch. We will assist with reasonable carrier follow-up but cannot control the courier network.

Lost or damaged parcels

If tracking appears stalled for an unusual period or a parcel arrives damaged, contact us with the order number. For damage, keep all packaging and send photographs so we can document the carrier claim.

Split shipments

Large or mixed orders may occasionally be shipped in more than one parcel when that is safer or more practical. If so, separate tracking references may be provided.

Questions?

If you need clarification about an order, product, wholesale application, or one of these policies, contact the Terralora studio before placing your order.

Contact Terralora

Last updated: September 15, 2026