Delivery, pickup and completion
Your piece reaches you by the method in your approved proposal, you confirm you have it, and then you confirm the project is complete. Here is each step, and the confirmations that are always yours to make.
How your piece reaches you
The delivery method comes from your approved proposal - it is agreed before production starts, not decided at the end.
| Method | How it works |
|---|---|
| Ship to client | The studio ships the piece to your address with a carrier and tracking. |
| Local pickup | You collect the piece from a location the studio shares when it is ready. |
| In-person handoff | The studio hands the piece to you directly, for example at a final fitting. |
Receiving and confirming
The studio marks it on the way
For shipping, the studio marks the piece shipped with the carrier and tracking number, and the project shows "On its way. Confirm receipt below once you have it." For pickup, the studio marks it "Ready for pickup" and shares the exact location and collection window at that point.
You confirm you have it
Choose Confirm receipt when a shipped piece arrives, or Confirm pickup after you collect it.
Receipt is always yours to confirm
The studio can never confirm delivery on your behalf. Until you confirm, the project does not treat the piece as received.
On international shipments, customs charges and import duties are typically your responsibility, as set out in the proposal.
Completing the project
Completion is a handshake. The studio marks the work complete and the project shows "Awaiting confirmation" - then you finish it with Confirm project completed. The studio cannot complete the project while agreed payments are unsettled; see Installment and final payments.
Confirming is final
The confirm dialog asks "Confirm and close this project?" and says: "Confirm only after you have received the piece and are satisfied that the agreed work is complete. Confirming will close the project and turn off new messages. You cannot undo this action."
If anything is unresolved, message the studio or use Report an issue first - an open issue pauses completion until it is settled. See Requesting revisions for problems with the piece itself.
After completion
Once you confirm completion, the review window opens: you have 30 days to leave a review, and reviews are double-blind for up to 14 days - neither side sees the other's review until both are in or the blind period ends. The Reviews & Feedback Policy has the full rules. A short completion survey may also appear.
Related articles
Was this article helpful?
Your answer helps us improve support content.