FAQ

Ordering & Custom Design

  • How does a custom order work?

    It's simple. When you place your order, send us a photo of your boat along with the exact model and the angle you'd like. Our designers turn that into a digital proof and send it over for you to look at. As soon as you're happy with it, we start making your piece.

  • What if I don't have a good photo of my boat?

    Don't worry about it. Send us whatever photo you have, plus any details you know - like the model and year - and our designers will take it from there. We're used to working with all sorts of images.

  • Can I request changes to the design?

    Of course. When we send your design proof, just tell us what you'd like tweaked and we'll keep refining it until it feels exactly right. Nothing goes into production until you love it.

  • How do I choose the right size?

    Every product page has a size guide that shows how each option looks on a wall, so you can get a feel for the scale before ordering. Still not sure? Just reach out - we're happy to help you find the right fit for your space.

  • Can I change my order after placing it?

    You can update your shipping address any time before your order ships out. Once we've started production, though, the size and design are locked in, so we're not able to change those.

Production & Shipping Time

  • How long until I receive my order?

    Every piece is handmade to order just for you, so the total time has two parts: production and delivery. Outside of peak season, production takes around 4-8 business days, and delivery times from dispatch are typically:

    EU: 3-7 business days
    US & Canada: 4-8 business days
    Australia: 5-9 business days
    Other destinations: typically 6-12 business days, depending on location

    Around peak season - Black Friday and Christmas - things get much busier, so production can take longer. If you're ordering for the holidays, it's best to get your order in early.

  • Can I get my order faster?

    Yes. You can add Priority Processing + Express Shipping at checkout, which moves you to the front of the queue and speeds up both steps. Your piece is made in just 1-3 business days, and express delivery then typically takes 2-5 business days to the US and 1-4 business days within the EU. The exact cost is shown in your local currency at checkout.

  • Why does production take time?

    Because nothing here is mass-produced or sitting on a shelf. Every silhouette is cut, powder-coated and hand-polished in our workshop in Lithuania, and made to order once you buy it. That bit of extra time is what makes your piece truly yours.

  • Do you have a Christmas delivery deadline?

    Since every piece is made by hand just for you, we always recommend ordering early for the holidays - the sooner the better. If you've got a specific date in mind, reach out and we'll do our best to let you know whether it's doable.

Shipping & Delivery

  • Which countries do you ship to?

    We ship worldwide. Please note that we're unable to deliver to PO Boxes or military base addresses.

  • How much does shipping cost?

    Shipping is free, worldwide. No surprises at checkout.

  • How is my order shipped and can I track it?

    Your order ships via FedEx (or occasionally DHL for larger pieces), and you'll get tracking information automatically as soon as it's on its way.

  • Can I choose my courier or delivery date?

    We ship using the most efficient option available, so we're not able to offer courier selection at the moment.

  • Can I ship my order as a gift to a different address?

    Yes, absolutely. Just enter a shipping address that's different from your billing address at checkout, and we'll send it straight there.

  • My tracking says delivered, but I haven't received it. What now?

    That's frustrating, and we're here to help. Just get in touch - as the sender, we can open an investigation with the carrier to help track down your parcel, and we'll walk through it with you.

Customs, Duties & Taxes

  • Will I have to pay customs or import duties?

    It depends on where you're located. If you're in the EU, there's nothing extra to pay - the price you see is the price you pay, with no customs or import charges on delivery. For orders to the US, Canada, the UK and other non-EU destinations, there may be import duties and taxes charged when your parcel arrives - these aren't included in the price and are paid by the recipient. For the US specifically, this is usually around 15% of the order value, plus a small carrier handling fee. If you're unsure about the charges for your own country, just reach out and we'll help however we can.

  • Why is there a customs charge if shipping is free?

    Good question. Free shipping covers getting your order to you, but customs duties and import taxes are separate charges set by your own country's government when the item arrives - they're outside our control, and we're not able to waive them.

Returns, Damage & Refunds

  • Can I return a ready-made piece?

    Yes. You can return a ready-made piece within 14 days of delivery, as long as it's unused, undamaged and in its original packaging. Return shipping and any related customs or handling fees are covered by you, and once we receive the piece back in its original condition, we'll refund what you paid (minus the original express shipping fee, if you chose it, and any customs or handling charges).

  • Can I return a custom piece?

    Because custom pieces are made specifically for you, they can't be returned once production has started. That said, if you change your mind within the first 24 hours of ordering, we'll refund you in full. After 24 hours, we can refund 70% of your order. And before any refund, we'll always try to find a solution first - our goal is for you to end up with a piece you're genuinely happy with.

  • What if my order arrives damaged?

    We're sorry if that happens - and we'll make it right. If there's minor damage, like a slight bend that can be gently corrected by hand, get in touch and we'll guide you through it. For anything more significant, we'll produce and ship a replacement at no cost to you, including any customs and handling, so you won't be out of pocket.

  • Do I need to return a damaged item?

    No, please don't worry about sending anything back. International return shipping is expensive, so for damaged or defective pieces we simply make a new one and send it your way - and we cover everything, including any customs or handling fees, so you won't pay a thing the second time around.

  • What is your refund policy?

    In short: ready-made pieces can be returned within 14 days if they're unused and in their original packaging, with return shipping covered by you. Custom pieces are refunded in full if you cancel within 24 hours, or at 70% after that. And anything damaged or defective is always replaced free of charge. Refunds go back to your original payment method.

  • Can I cancel or get a refund if my order is very late?

    If your order is running behind the timeframe we gave you, please reach out - we'll look into it right away, bump your order up the queue and get it made and shipped as fast as we can. Custom pieces can't be cancelled once production has started, but we'll always do our best to make things right and keep you updated along the way.

Product & Care

  • What's included for mounting? Do I need to drill?

    Everything you need comes in the box - the right brackets and screws are always included, and your piece arrives ready to hang. Our standing pieces simply rest on a surface, so there's nothing to install at all. Our hanging pieces go up just like a framed picture - a nail or a screw in the wall is all it takes, no heavy-duty drilling or special tools needed. Mounting it securely this way means your piece stays safely in place, which is especially reassuring in homes with kids or pets. If you'd prefer not to put anything in the wall, adhesive picture-hanging hooks are a great alternative - just make sure they're rated to hold the weight of your piece.

  • Can I hang my piece outdoors?

    Our pieces are designed for indoor use. The powder-coated steel is durable, but it's not fully weatherproof - if it's left somewhere damp or outdoors, the coating can eventually be affected and the metal underneath may start to rust. To keep yours looking its best, we'd recommend a dry indoor spot.

  • How do I clean and care for my piece?

    Easy - just wipe it gently with a dry or slightly damp soft cloth. Avoid abrasive sponges and chemical cleaners, as these can damage the powder coating over time.

Payment

  • What payment methods do you accept?

    We accept all major cards, PayPal, Klarna, and Apple/Google Pay, so you can check out whichever way is easiest for you.

Contact Us

  • How can I reach you?

    You can email us any time at info@oceansilhouettes.com. Our customer care team is here Monday to Friday, 8:00-17:00 (EET, Eastern European Time - UTC+2, or UTC+3 in summer), and we typically reply within 1 business day.

  • Where are you based?

    We're based in Vilnius, Lithuania, in the heart of Europe - which is also where every piece is designed and handmade.