Each order involves two separate timeframes that should be clearly distinguished: the production time, which depends directly on PAVO REAL Metal Hecho Arte and for which we make a formal delivery commitment; and the transit time, which is carried out by the shipping company and whose exact duration is outside our direct control. Below we explain both concepts, together with the information you should know before and after receiving your order.

1. Production time

Most of our pieces are conceived and made by hand to order. For these items, PAVO REAL Metal Hecho Arte commits to a production period of thirty (30) to forty-five (45) calendar days, counted from payment confirmation. This period may vary according to the current production workload; the applicable timeframe for each item is shown on its product page and is confirmed before the purchase is completed. If that period needs to be extended, we will notify you promptly.

Items that are in stock do not require a production process and are shipped directly from our workshop. These pieces are grouped in the Immediate Delivery collection, and each product page indicates whether the work is made to order or available in stock.

Please note that this period applies to making the piece, not delivering it: once it ends, the transit time described below begins.

2. Transit, carrier and delivery hours

Nationwide shipments are made through our partner carriers. Transit time depends on each carrier's operation and the destination city, and is added to the production or preparation time stated above.

Carriers make deliveries from Monday to Saturday during the day. For this reason, we cannot commit to an exact delivery date or time, or arrange specific time slots. We will notify you by email when your order is dispatched and provide the tracking number so you can follow the shipment directly.

The timeframes stated here may be affected by circumstances beyond our control, such as road closures, extreme weather conditions, force majeure or unforeseen events. We will notify you promptly of any such circumstance.

Although transit is carried out by a third party, PAVO REAL Metal Hecho Arte monitors each shipment and remains responsible to you for delivery of your order. If any issue arises in transit, we remain your point of contact: email us at metalhechoartepavoreal@gmail.com.

3. Coverage

We ship throughout Colombia, exclusively to addresses within the urban perimeter of cities, meaning the urban area defined by the relevant municipal authority and recognized by the carrier.

We do not deliver to villages, rural areas, townships, farms, subdivisions, or addresses classified as difficult to access, even if they are administratively part of a municipality whose main town is a city.

When the delivery address falls within one of the areas above, we will coordinate one of the following options with you before dispatch:

  • Delivery to an eligible urban point that you designate.
  • Delivery to the carrier's urban warehouse.
  • Delivery to the requested address, where permitted by the carrier, subject to a previously disclosed logistics surcharge and your express acceptance.

4. Shipping cost

Shipping is calculated automatically at checkout, based on the destination city and the packaging size of the pieces purchased. The amount is shown before payment, with no later charges. Any surcharge arising from the situations described in the preceding section will be disclosed and agreed with you before dispatch.

5. Home-delivery conditions

Delivery is made through the usual access routes of the property: concierge or security desk, main door, hallways and elevator, as applicable.

PAVO REAL Metal Hecho Arte does not assume the cost of, or provide, additional equipment or services such as pulleys, cranes, door removal or window removal. If access requires special equipment or manoeuvres, you must arrange and pay for them. Deliveries are not made through windows, balconies or parking areas.

Before placing your order, we recommend checking the product page to confirm that the piece dimensions are compatible with your access routes. The dimensions of each work are published on its product page; if you have any questions, please contact us beforehand and we will be happy to help you review them.

6. No one available to receive the order

If no one is available to receive the order at the delivery address, the following will apply:

  • The order will return to the carrier's distribution centre.
  • The carrier will reschedule delivery by telephone, or you may contact it directly to arrange another attempt.
  • If additional costs arise from further delivery attempts or storage, they will be disclosed beforehand and may be your responsibility.

7. Damage during transit

We recommend inspecting the piece and its packaging when you receive them. Any damage attributable to transit must be reported within three (3) business days of delivery, with photographic evidence, to metalhechoartepavoreal@gmail.com.

Within that period, PAVO REAL Metal Hecho Arte will arrange collection of the affected pieces and cover the applicable repair or replacement costs, subject to the relevant technical assessment. If the report is made after that period, we will assess the individual case and determine whether it may be handled as a warranty claim, a paid repair, or another special alternative.

The three (3) business-day period applies only to damage that occurred during transit. Manufacturing defects are covered by the one (1)-year statutory warranty and may be claimed at any time within that period, in accordance with Colombian Law 1480 of 2011.

8. Recommendations

  • Keep the original packaging until you have confirmed that the piece is in perfect condition.
  • Take photographic evidence of the packaging and the piece if there are dents, punctures or signs of improper handling.
  • Do not handle the piece if it has obvious damage until you receive instructions from our technical team.

9. Where to find additional information

Information on the statutory warranty, right of withdrawal, exchanges and payment reversals is available in our Right of Withdrawal, Exchanges, Warranty & Customer Requests Policy. The general terms of purchase are set out in our Terms & Conditions. For any request, complaint, claim or suggestion, please contact us through our Customer Requests and Consumer Support channel.