Shipping & Delivery
Shipping & Delivery
Every order is tracked, packed in an outer box, and dispatched from within Europe. Below are the real numbers: what it costs, how long it takes, and what happens when something goes wrong on the way.
Processing time
Orders are picked, inspected and packed within 1–2 working days. Orders placed after 14:00 CET, or on a weekend or public holiday, begin processing on the next working day.
You receive two emails: one confirming the order, and one with a tracking link the moment the parcel is handed to the carrier.
Shipping costs
- Standard shipping is free on EU orders above €[VALOR].
- Below that threshold, a flat rate of €[VALOR] applies.
- Non-EU European destinations are charged at €[VALOR], excluding local import charges.
The exact amount is always shown at checkout before you pay. There are no handling fees added afterwards.
Delivery times by zone
Transit times below are counted in working days after dispatch, and exclude the 1–2 day processing window.
| Zone | Countries | Transit time |
|---|---|---|
| 1 — Western Europe | Austria, Belgium, France, Germany, Luxembourg, Netherlands | 2–4 working days |
| 2 — Northern & Central Europe | Czechia, Denmark, Finland, Hungary, Ireland, Poland, Slovakia, Slovenia, Sweden | 3–6 working days |
| 3 — Southern Europe | Croatia, Cyprus, Greece, Italy, Malta, Portugal, Spain | 4–7 working days |
| 4 — Eastern Europe & Baltics | Bulgaria, Estonia, Latvia, Lithuania, Romania | 4–8 working days |
| 5 — Non-EU Europe | Iceland, Norway, Switzerland, United Kingdom | 5–10 working days |
Island and remote regions within any zone can take 2–3 working days longer. Peak retail periods and customs inspections can add time we do not control.
Tracking your parcel
Your tracking link works from the moment the carrier scans the parcel into its network. That first scan can take up to 24 hours to appear, which is normal and does not mean anything has gone wrong.
What the common statuses actually mean:
- Label created / pre-advice — we have printed the label. The carrier has not collected it yet.
- In transit — the parcel is moving between hubs. Cross-border routes can go several days without a scan.
- At customs — non-EU destinations only. Held for clearance; the carrier contacts you if anything is owed.
- Out for delivery — on the van, arriving that day.
- Delivery attempted — nobody available. The carrier leaves instructions and usually retries the next working day.
- Available for pickup — waiting at a local depot or pickup point. Most carriers hold parcels for 7 calendar days before returning them to sender.
Customs, VAT and import duties
Within the EU: VAT is included in the price you pay. There is nothing further to pay on arrival.
Outside the EU: VAT is deducted at checkout. Import VAT, duties and any carrier clearance fee are set by the destination country and are payable by the recipient. We cannot estimate these for you and we cannot refund them if you refuse the parcel.
Wrong address
Delivery addresses cannot be edited once a parcel has been dispatched. If you spot a mistake before dispatch, contact us immediately and we will correct it.
If a parcel is returned to us because the address was incomplete or incorrect, we refund the order minus the outbound shipping cost, or re-ship it once you cover postage again.
Delayed, lost or damaged parcels
Delayed: if tracking shows no movement for 5 consecutive working days, contact us with your order number. We open an investigation with the carrier, which usually takes 3–5 working days to resolve.
Lost: once a carrier formally declares a parcel lost, we replace it or refund it in full. You do not have to chase the carrier yourself — that is our job.
Damaged in transit: photograph the outer box before you open it, then photograph the contents. Send both to us within 48 hours of delivery. We cover return postage and replace or refund the pair.
Marked delivered but not received: check with neighbours and look for a pickup card first, since carriers often deliver next door without scanning it that way. If it still has not turned up after 48 hours, tell us and we will request proof of delivery and the GPS scan from the carrier.
Questions
Anything about your parcel, write to us through our contact page with your order number. See also our Returns & Refunds page.