Frequently asked questions

01 — Section

Products

Each piece is made from premium materials with finishes selected for durability and visual depth. Material specifications and finish details are listed on every product page. You can read more about our material choices in The Art of Making
Care instructions are specific to each material. You'll find a dedicated care guide for every material in the relevant tab of The Art of Making.
Full dimensions are listed on each product page. For larger pieces, we recommend taping out the footprint in your space before ordering.
If you need additional measurements, contact us.
No. Pieces ship fully assembled unless stated otherwise on the product page.
Yes. Every piece is covered by a 2-year guarantee under EU consumer law, covering manufacturing defects and non-conformity. Normal wear, accidental damage, and damage from improper care or use are not covered.
Some pieces are made in limited series. If a piece is sold out or in production, sign up for restock alerts on the product page and we'll notify you when it becomes available.
Every Acero piece is designed and handcrafted in Belgium and the Netherlands. We work directly with a small group of skilled metalworkers, and each piece passes through our hands before it reaches yours. Read more about our process in The Art of Making.

02 — Section

Bancontact, major credit cards (Visa, Mastercard, and others), PayPal, Shop Pay, and Google Pay. All transactions are secure and encrypted.
It depends on the piece:
- In-stock items (e.g. Piedra):
  Cancellations and changes are possible within 24 hours of purchase, or before the order ships, whichever comes first.
- Made-to-order items:
  Cancellations are possible before production begins. Once we've started cutting material, the order can no longer be canceled.
Contact us as soon as possible if you need to make a change.
Cancellations are typically the result of a payment issue or a stock discrepancy. You'll always receive an email explaining the reason and outlining the next steps.
Email us immediately. If your order hasn't shipped yet, we'll update the address. If it has shipped, we'll do our best to reroute it, but this isn't always possible.
Orders may be canceled due to payment issues or, rarely, stock unavailability. You'll receive an email explaining the reason and any refund details.

03 — Section

We ship across the European Union, with flat-rate shipping calculated per country at checkout. Delivery is to your door, no installation or mounting included.
For destinations outside the EU, contact us with your country and we'll see what we can arrange.
In-stock items:
typically ship within a few business days.
Made-to-order items:
4–6 weeks from the date of purchase, as each piece is produced by hand on demand.

Specific lead times are listed on every product page.
Yes. Once your order ships, you'll receive an email with a tracking link. You can also check the status from your account.
If your order hasn't arrived within the expected window, contact us. We'll trace it with the carrier and, if it can't be recovered, arrange a replacement or refund.

04 — Section

In-stock items (e.g. Piedra):
You may return your piece within 14 days of delivery, provided it's unused and in its original packaging. Return shipping is at the customer's cost.
Made-to-order items:
Made-to-order pieces are produced specifically for you and cannot be returned or refunded, except in the case of damage or defect.
Email us within 5 days of delivery with clear photos of the damage and the packaging. Once we've verified the issue, we'll arrange a replacement or full refund at no cost to you, including any return shipping if we ask you to send the piece back.
Email our support team with your order number. We'll walk you through the process and provide return instructions.
Refunds are processed within 5–7 business days of receiving and inspecting the returned item. Depending on your bank, it may take a few additional days to appear on your statement.