Re shipping Policy
1. Scope of application
This policy governs the terms and conditions for reshipping orders in cases of damage, non-delivery, delays, or other logistical issues. Reshipments are processed in accordance with the terms below and upon provision of the required information (photo, tracking number, etc.).
2. Damaged Shipments
If the order arrives damaged, the customer is obliged to:
1) Contact customer support within 48 hours of receipt; 2) Provide:
• photo of the outer packaging (with all stickers/recipient information); • photo of the damaged product;
• photo of internal packaging/protective materials.
If damage is confirmed, re-shipment is carried out once: • for the first order - free of charge;
• for subsequent orders - only if delivery insurance is available (see section 6).
3. Undelivered Shipments
If the shipment is not delivered within 30 calendar days from the date of dispatch, the customer is obliged to:
• send a request to support and indicate the tracking number;
• wait for the delivery status to be checked.
If non-delivery is confirmed, re-sending is carried out once: • for the first order - free of charge;
• for subsequent orders - only if delivery insurance is available (see section 6).
4. Reporting Delays and Lack of Tracking Updates
If the tracking information isn't updating or the shipment appears stuck, the customer must contact support no later than 30 calendar days from the dispatch date. Requests submitted after this deadline may not be subject to investigation or resending, as tracking information may not be available to postal services.
5. Seized Shipments If the shipment is detained/seized by customs authorities, the customer must provide:
• a clear photo of the notification/letter (recipient's name and details are visible); • a photo of the document/page with the seizure mark (if any);
• new delivery address and new recipient name (required for resending).
Resending is only possible once and:
• for the first order - free;
• for subsequent orders - only if delivery insurance is available (see section 6). 6. Delivery Insurance
Starting from the second order, re-shipment is possible only with delivery insurance.
• Insurance cost: 10% of the total order value (parcel value). • Insurance is issued when placing an order.
• The cost of insurance is non-refundable.
• If there is no insurance, reshipment and compensation will not be provided.
7. Resending due to customer error (Customer Error / Uncollected Shipments)
If the customer provided an incorrect/incomplete address (e.g., missing house number, postcode, recipient's name, important instructions), or the recipient was unavailable/did not pick up the parcel on time ("Ready for Pickup"), then:
• re-shipment is only possible at the customer’s expense, regardless of the presence of insurance; • the customer is obliged to check the correctness of the delivery data in advance.
8. Important limitations
• Each order can only be re-shipped once.
• We only reship items originally ordered - no substitutions, adjustments or additions.