All our orders are shipped insured, handled by TNT or UPS courier and require a signature upon delivery, therefore we are not able to ship to P.O. Boxes.
Orders are processed and shipped during regular business hours; Monday through Friday 08:00AM - 04:00PM CET ( Central European Time ), excluding holidays. For more information on processing and delivery times, please visit the page Shipping & Delivery.
Tracking your parcel
When your order is shipped, we notify you via email which includes the UPS or TNT tracking number of your shipment. You can use this tracking number to follow its transit status and expected delivery date at www.ups.com or www.tnt.com.
Duties and Taxes
The recipient is responsible for payment of applicable duties, taxes and other fees imposed by the international destination country on any goods acquired or ordered from our website.
Damage in Shipping
Check your order immediately upon receipt. If the product is damaged from handling, be sure to note this on the freight bill/ delivery ticket of the driver/ courier. If you notice any damage after inspection and the driver has already left, keep all the packaging materials and notify us if the damage has also affected the merchandise.
Please report the damage within 48 hours to our Customer Service Department. We advise you to make photos of the damaged item, as well as the box the damaged item was shipped in. Photos can also be mailed by post to our department if you are unable to email them. We need the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced.
In order to be considered lost, a package must be undelivered 48 hours after the expected delivery date and time. A report cannot be made until then. If your package is not received in accordance with the expected delivery date provided by the shipper (please use the tracking number we provided you to check its current transit status; your shipment might be delayed in transit or it was undeliverable), please notify our Customer Service and we will contact the carrier to trace your parcel. If they are not able to trace your parcel within 10 days, it is considered lost. We will re-produce your order then and send it by express courier.
We can not be held responsible for parcels that are lost or delayed by the courier company during shipping.
Incorrect shipping address
In case a customer has provided us an incorrect shipping address, the order will be delayed and additional shipping costs and handling fees will be calculated for returned or re-routed orders. Shipping charges will apply even if you were not originally charged shipping under a free shipping promotion. It is not possible to claim for a refund (read our Return & Replacement Policy).
Refusal of delivery & uncollected parcels
If a parcel is uncollected or refused up on delivery no refund will be issued. We will charge an additional fee for any return costs we incur after the package is uncollected or refused. Such additional shipping charges will apply even if you were not originally charged shipping under a free shipping promotion.
The uncollected or refused parcel shall remain in our possession until such time as the customer remits payment for us to re-send the item(s) again. If payment is not received within 30 days of the first failed delivery, then your purchase is forfeited. It is not possible to claim for a refund (read our Return & Replacement Policy).