Shipping and returns

Order processing

Orders are prepared after payment confirmation and after the information entered during checkout has passed the normal fraud, payment and address checks. Processing generally takes 1 to 3 business days. Weekends, public holidays, carrier closure days, inventory audits and exceptional high-volume periods can extend this timing. When an order contains more than one item, the products may be prepared together or shipped separately depending on inventory location and carrier routing.

The customer is responsible for entering a complete delivery address, including apartment number, building code, postal code, region and reachable contact details where required by the carrier. If an address appears incomplete before fulfilment, support may contact the customer for confirmation. If the order has already entered carrier processing, the address may no longer be editable.

Supported delivery areas

Free tracked delivery is configured for the euro-paying countries, territories and microstates enabled at checkout. This includes eurozone European Union countries, selected euro-paying European microstates and euro-paying overseas territories available in the store markets. If a destination does not appear at checkout or no shipping method is displayed, that address is not currently supported by the store.

• Eurozone countries include Austria, Belgium, Croatia, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia and Spain.
• Additional euro-paying destinations may include Andorra, Monaco, Montenegro, Kosovo, San Marino and Vatican City when available through checkout.
• Euro-paying territories may include Åland Islands, French Guiana, Guadeloupe, Martinique, Réunion, Mayotte, Saint Barthélemy, Saint Martin and Saint Pierre and Miquelon when available through checkout.

Delivery method and estimated timing

The standard shipping method is free tracked delivery. The usual delivery estimate is 5 to 10 business days after order processing, depending on the destination, local carrier capacity, routing, customs formalities where applicable and delivery access. This is an estimate, not a guaranteed delivery date. Weather disruption, strikes, customs inspections, local holidays, incomplete addresses, refused delivery attempts and carrier delays can affect final delivery.

Tracking information is sent to the email address used at checkout when the parcel is processed. Tracking may take time to activate after the first scan. It is normal for tracking to remain unchanged for a few days while the parcel moves between sorting facilities or crosses borders.

Shipping cost, taxes and duties

The tracked delivery method is free for supported destinations. Product prices, taxes, duties and any mandatory charges are displayed in checkout according to the market configuration available at the time of purchase. If local taxes, duties or import charges apply because of the destination or local regulation, the customer will see the available information during checkout when Shopify and the payment system can calculate it.

Delivery problems

If tracking shows a delay, a failed delivery attempt, damage in transit or a parcel marked as delivered but not received, contact support through the contact page with the order number, checkout email, delivery address and any relevant screenshots from the carrier. The carrier may require an investigation before a replacement or refund can be approved. Customers should also check with household members, reception desks, parcel lockers, neighbours and local collection points before reporting a missing delivery.

If a parcel is returned because the address was incomplete, the recipient was unavailable, the parcel was not collected, or delivery was refused, support will review the order and confirm the available options. Reshipping may require confirmation of the address and may be subject to carrier costs if the failed delivery was caused by incorrect information or non-collection.

Return eligibility

Customers may request a return within 30 days after delivery, subject to product condition and mandatory consumer rights. The item must be unused, clean, complete and returned with its original accessories, manuals and packaging where possible. Products that show wear, misuse, missing parts, hygiene concerns or damage caused after delivery may be refused, partially refunded or returned to the customer where permitted by applicable law.

Before sending anything back, contact support through the contact page and wait for return instructions. Parcels sent without prior instructions may be difficult to identify and can delay processing. The customer should keep proof of postage and tracking until the return has been received and closed.

Return shipping cost

Return shipping costs are normally paid by the customer unless the product is defective, incorrect or damaged on arrival. If the issue concerns a defect, an incorrect item or transport damage, support may request photos, video or additional information to evaluate the claim and choose the appropriate solution. Mandatory consumer rights remain unaffected.

Refund processing

After an eligible return is received and inspected, the refund is issued to the original payment method. The store may deduct amounts where allowed by law for missing parts, damage, use beyond normal inspection, non-returned gifts or services already performed. Payment providers and banks may require additional time before the refunded amount appears on the customer account.

Last updated: June 2026