Shipping, Delivery & Returns Policy

Shipping, Delivery & Returns Policy

Shipping Process

  1. Order Dispatch Timelines:

    • Same-Day Shipping: Orders placed before 12:00 PM CET on business days will be dispatched the same day.
    • Next Business Day Shipping: Orders received after 12:00 PM CET will be shipped on the next business day.
    • Weekend Orders: Orders placed on Fridays after 12:00 PM CET will be shipped on the next business day (typically Monday).

  2. Backorders:

    • If any item is out of stock, your order will be delayed by 3-6 working days. We will notify you if the delay extends beyond this period.

  3. Courier & Tracking:

    • All orders are shipped via DHL Express. Once shipped, you will receive an email with a tracking number, enabling you to track your order in real-time.
    • Delivery Times: Expected delivery within 1-3 business days for standard shipments.

  4. Shipping Costs & Import Duties:

    • The shipping cost will be calculated and displayed at checkout.
    • Note: As the importer, you are responsible for any local import duties or taxes.

  5. Product Shelf Life:

    • Products generally have a minimum shelf life of 6 months, unless stated otherwise.

  6. Warehouse Pickup:

    • Unfortunately, we do not offer the option for direct pickup from our warehouse.

Delivery Issues

  1. Lost or Delayed Parcels:

    • If your parcel is delayed or a scan is missed, we will initiate a case with the courier.
    • For shipments within the EU, refunds or replacements can only be considered if the package has not been delivered within 60 working days, as required by European law.

  2. Customs Delays:

    • It is your responsibility as the importer to be familiar with your country's customs regulations.
    • If a package is held by customs, we recommend contacting your local customs office. If the package is rejected and returned to us, we will refund the product value only if the returned package is successfully received.

  3. Incorrect Address:

    • We are not responsible for delivery issues arising from incorrect addresses provided by the customer or address changes during transit.

Return & Refund Policy

  1. Conditions for Returns:

    • We accept returns within 8 working days if:
      • The product has a manufacturing defect.
      • The product was damaged upon arrival.
      • The wrong item was shipped.

  2. Return Procedure:

    • Contact our Customer Service Team via email or phone to initiate a return.
    • We will arrange a pick-up and offer a replacement or 100% refund for the returned items, provided they meet the return conditions.

  3. Refund Processing:

    • Refunds will be processed to the original payment method.
    • Please note that shipping fees are non-refundable.
    • Refunds can take up to 29 working days to reflect, depending on payment providers. Contact your bank if you require expedited processing.

Contact Us

For any shipping or return-related inquiries, please get in touch with our Customer Service Team.