Shipping, Reshipment & Incident Policy
Complete information about our shipping policies and incident resolution
Please read this information before completing your order
By making a purchase, you accept all the conditions described in this document.
General Information
- •This policy applies to all purchases made in our store.
- •The right to reshipments or compensations depends on full compliance with the indicated conditions.
- •If any of the requirements are not met, the company may reject free reshipment or refund.
- •Only one free reshipment is allowed per order. Any second shipment must be paid for by the customer.
- •We do not accept physical returns or voluntarily rejected packages.
- •Once a package shows as "Delivered", it is not possible to claim a refund or return.
2. Requirements to Ensure Correct Delivery
🔹 Correct customer information
✔️ Use your full legal name, as it appears on your official ID.
- •An incomplete, false, or incorrect name may prevent delivery.
- •If the courier cannot verify the recipient, the shipment may be returned.
✔️ Provide a complete, accurate, and well-written address.
Include: street, number, building, floor, door, postal code, city, and country.
Any error or incomplete information may cause a return without compensation rights.
✔️ Provide a valid phone number for the destination country.
If you don't answer or the number doesn't exist, delivery may fail.
🔹 Customer availability
✔️ Be present or reachable on the day of delivery.
- •If you are on vacation, traveling, or absent, delivery may fail.
- •A failed delivery due to absence does not entitle you to free reshipment.
🔹 Shipment tracking and control
✔️ Check your tracking several times a week.
- •If a problem arises, you must act while the package is in your country.
- •Lack of action may cause a return.
- •If returned due to inaction, you will have to pay for a new shipment.
🔹 Mandatory unboxing proof
✔️ You must record a continuous first-opening video:
- 1.Show the sealed package from all sides.
- 2.Open it without cuts, in a single video.
- 3.Clearly show all products.
❗ Without video, we CANNOT process claims for missing or damaged items.
🔹 Modifications after shipping
✔️ Once handed to the carrier, the address cannot be changed.
✔️ If you redirect the package by contacting the courier yourself:
- •You do so at your own responsibility.
- •Any loss or incident caused by that redirection will not be compensated.
3. Packages Returned to Sender
🔹 If all conditions were met
- •➤ Free reshipment
- •➤ Store credit for the full order value.
🔹 If conditions were NOT met
- •➤ Reshipment upon payment of shipping cost
- •➤ Store credit minus the first shipping cost.
4. If Tracking Stops Updating
- •If more than 7 days pass without movement, contact us to open an investigation.
- •If the logistics company confirms: Loss, Damage, or Impossibility of delivery → We will offer free reshipment or equivalent store credit.
- •If 40 days pass without updates, the package is considered lost.
❗ If the problem occurs after a customer-requested redirection, compensation does not apply.
5. When Is a Package Considered Lost?
A package is considered lost only if:
- •❗ It does not show as "Delivered", and
- •❗ It has no updates in more than 40 days
🔹 If it shows as "Delivered" but you don't have it
Before contacting us, check:
- •Mailbox, hallway, common areas, garage
- •Doorman, concierge, or security
- •Neighbors and family members
- •Places where packages are usually left (door, garden, stairs, etc.)
- •Call the courier with the number shown in the tracking
Then you must send us:
- •✔ Detailed list of all checks performed
- •✔ Response from the courier or logistics company
If there were address changes after shipping, you cannot request compensation.
6. Customs Controls (EEA Countries Only)
Although we ship exclusively within the European Economic Area, some countries with stricter controls, such as several Scandinavian countries, may apply specific controls to certain packages.
If you receive a customs notification:
❗ Do not confirm that the package is yours.
This transfers responsibility to the recipient.
To process the case, you must send us:
The official seizure letter.
You can choose:
- •➤ Free reshipment with new recipient details
- •➤ Store credit for the full order value
7. Missing Products
You must send:
🎥 Continuous, uncut unboxing video
Once confirmed:
- •➤ Reshipment of missing items
- •➤ Credit equivalent to the missing value
Damaged Products or Deteriorated Packaging
You must send:
- •📸 Photos of the exterior package (with visible labels)
- •📸 Photos of the inside of the package
- •📸 Detailed photos of the damaged products
- •✏️ Brief explanation of what happened
Once confirmed:
- •➤ Free reshipment of damaged products
- •➤ Store credit equivalent to the value