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Reship policy (new)

Reshipment Policy Overview

Please read carefully before placing an order. By placing an order, you confirm that you have read and agree to the terms of our Reshipment Policy.

Important Notes:

  • The reshipment policy does not apply if the customer fails to adhere to the order fulfillment conditions.
  • If one or more of the listed conditions are not met, the company reserves the right not to provide a free reshipment of the package or refund the funds.

Conditions for Successful Delivery

To ensure your package is delivered smoothly, please carefully follow these conditions:

  1. Full and Correct Recipient Name: Provide the full and accurate name of the recipient. This allows the courier to identify the recipient correctly and ensures proper delivery.
  2. Full and Correct Address: Ensure the home or apartment address is complete and accurate. This guarantees that the package will be delivered to the correct location.
  3. Valid and Correct Phone Number: Provide a valid phone number. This will be usedby courier to contact you if clarification of delivery details is needed or to notify you about the approaching package.
  4. Availability During Delivery: Be available to receive the package. This ensures the courier will not redirect the package to the nearest post office.
  5. Monitoring Updates via Tracking Number: Regularly check the tracking number to stay informed about the package's whereabouts. If you notice a delivery issue via the tracking number, please react immediately.

We urge all our customers to carefully check and provide all necessary delivery information when placing an order. This helps avoid delays or misunderstandings with logistics or courier services.

Rules

Tracking information indicates that the package is being returned to the sender.

  • Customer Absence or Refusal: If the package is returned due to the customer's absence at the specified address or their refusal to accept the package, reshipment will be carried out only after the customer pays the logistics costs.
  • Unspecified Reason: If the reason for returning the package is not specified, a free reshipment will be made only after the package is returned to the sender.

Tracking Information Has Stopped Updating

If the tracking information for your package has stopped updating, please note the following:

A free reshipment will be provided only if:

  • The tracking information has not been updated for more than 40 business days from the date of shipment.
  • The package has been returned to the sender and the reason is not specified

Package Seized by Customs

If your package has been seized by customs, please note the following:

  • A free reshipment will be provided if: You provide a document confirming the seizure of the package by customs (seizure letter).
  • A free reshipment will not be provided if: You do not provide a document confirming the seizure.

Package returned to sender

  • When your parcel returns to our warehouse, we will send you an email notification.
  • If you see that the order has been returned to sender, but you have not received an email, please contact our support team in the chat on the website or write to us in Telegram.

Damaged Products or Parcel

While we take every precaution to carefully pack each product and wrap the parcel in bubble wrap to ensure it reaches you intact, we cannot control the handling by postal services and their employees. In rare cases, parcels may arrive damaged, and products may be broken. In such instances, we will fully compensate you for your losses.

To receive compensation, please follow these steps:

  1. Contact Us: Reach out to us via the support chat on our website or Telegram during business hours, Monday to Friday, 9:00–18:00 CET. Our team will offer you solutions to resolve the issue.
  2. Provide Evidence: Before contacting support, please record a video of unpacking your parcel. This will help us assess the damage and process your claim more efficiently.

Key Takeaway

For a successful delivery, please ensure that all provided information is accurate and up-to-date. This proactive approach helps avoid unnecessary delays or issues, making the delivery process as smooth as possible for both parties.