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 meet the order fulfillment conditions.
- If even one of the required delivery conditions is not met, the company reserves the right to deny both free reshipment and refund.
- We can only send one free reship. If something happens to the order again, unfortunately we will not be able to cover the full cost of another reship.
- We cannot accept returned parcels. If you decide to refuse a delivery and send it back for a refund or compensation, please note that returns are not possible once a parcel has been delivered.
Conditions for successful delivery
These are mandatory requirements for your order to be delivered successfully. If even one of these rules is not followed, we will not be able to offer a refund or a free reshipment:
- Use full and real name: If the name is incorrect or incomplete, the courier may not find you and the parcel may be returned.
- Write full and correct address: The address must be accurate, without spelling mistakes, and must be your actual place of residence.
- Use a real phone number with the correct country code: Your phone number must match the country of delivery, and it must be a number the courier can call if delivery clarification is needed. If the courier cannot reach you, the parcel may be delayed or returned.
- Be available: You must be present to receive the parcel. If you are away (e.g., on vacation) and miss the delivery, this will not qualify for refund or free reshipment.
- Track your parcel: You must regularly monitor the tracking number. If an issue appears, act while the parcel is still in your country. If the parcel is returned due to inaction, we will not cover reshipment or refund. A new shipping fee will be required.
- Always film a video of opening your parcel: This protects you if any product is missing or damaged. Without a first-opening video, we cannot provide compensation.
- No address changes after dispatch: Once the parcel has been handed to the courier, the delivery address cannot be changed. If you contact the courier and redirect the parcel yourself, the risk of loss increases and this is done entirely at your own responsibility. In this case, we cannot provide refund, compensation, or free reshipment if the parcel is lost or undelivered.
Situations and Solutions
Package returned to the sender
If your parcel is returned and all delivery conditions were met, please contact our support — we will provide one free reshipment or issue store credit for the full order amount to your Driada account.
If any of the required delivery rules were not followed, we can:
- Reship your order after you pay for shipping again, or
- Issue store credit minus the original shipping cost.
Tracking information has stopped updating
If the tracking information hasn’t updated for more than one week, contact our support so we can request logistics investigation.
If we receive confirmation that the parcel is lost, damaged, or undeliverable, we will provide a free reshipment or issue store credit equal to the order value.
If no response is received from the logistics carrier after investigation, and 40 days have passed since the last tracking update, the parcel may be considered lost — in this case, we will also provide free reship or store credit.
Important: If the tracking stopped updating after you changed the delivery address or redirected the parcel, this risk lies fully on the customer. In this case, we cannot offer a free reship or compensation.
Lost package
A package is considered lost only if:
- The tracking status does not show “Delivered”, and
- There have been no tracking updates for more than 40 days.
If your tracking shows “Delivered” but you did not receive the parcel, the parcel is not automatically considered lost.
Before contacting support, please complete these steps:
- Check your mailbox, building entrance, parcel shelf, or lobby area.
- Ask your building manager, concierge, or security (if applicable).
- Ask neighbors or household members — someone may have accepted it.
- Check common drop-off points (porch, stairs, garage door, garden area, etc.).
- Contact the courier directly using the phone number listed on your tracking page.
⚠️ Only after completing these steps, send us:
- A brief list of the steps you took
- The courier’s official response
Important: If you changed or redirected the delivery address after dispatch, we cannot provide refund, compensation, or free reshipment in case the parcel is lost. Address redirection is performed entirely at the customer’s responsibility.
Package seized by customs
Do not confirm that the parcel is yours. If you do not confirm ownership, the sender (us) handles the case and you will not face any issues.
You must provide a letter from customs confirming seizure. After that, you may choose:
- One free reshipment (to a new name, address, and phone number), or
- Store credit for the full value of the order.
Missing products
If any items are missing, you must send a video of the first opening of the parcel. This must be one continuous, clear video.
Without a first-opening video, we cannot apply refund or reshipment.
If confirmed:
- We will reship the missing items, or
- Add store credit equal to the missing value.
Damaged parcel or products
If your package or any item arrived damaged, please send:
- Photos of the outer packaging (with labels visible)
- Photos of all items inside the box
- Close-up photos of damaged items
- A short description of the issue
If the product is confirmed damaged and unusable, we will:
- Reship the damaged items for free, or
- Add store credit equal to their value.
To receive help
Reach out via the support form during business hours, Monday to Friday, 9:00–18:00 EET/EEST.