Reshipment Policy

Please read carefully before placing an order

Reshipment Policy

By placing an order, you confirm that you have read and accept the terms of our Reshipment Policy.

Important notes

•The reshipment policy does not apply if the customer fails to meet the conditions required for order processing.
•If at least one of the required delivery conditions is not met, the company reserves the right to refuse both free reshipment and refund.
•We can only perform one free reshipment. If something happens again with the order, we unfortunately cannot cover the full cost of another reshipment.
•We cannot accept returned packages. If you choose to reject a delivery and return it for a refund or compensation, please note that returns are not accepted once the package has been delivered.
•We reserve the right to choose the most suitable shipping method according to constantly changing regulations, logistical conditions, and delivery circumstances. This cannot be considered grounds for a refund or free reshipment.

Conditions for successful delivery

These conditions must be met for the order to be delivered correctly. If any are not met, no refund or free reshipment can be offered.

Use your full, real name

If the name is incorrect or incomplete, the courier may not be able to locate you and the package may be returned.

Provide a complete and correct address

It must be accurate, error-free, and correspond to your actual place of residence.

Use a real phone number with the correct country code

The courier must be able to contact you if they need to confirm details. If they cannot reach you, the delivery may be delayed or returned.

You must be available

If you are not present to receive the package (e.g., due to vacation), this does not qualify for a refund or free reshipment.

Track your package

Check the tracking number regularly. If a problem arises, act while the package is still in your country. If it is returned due to inaction, a new shipping fee will be required.

Always record the package opening

This is the only valid proof in case of missing or damaged products.

The address cannot be changed after shipping

If you contact the courier to redirect the package, this is done at your own risk. No refund or free reshipment will be offered if the package is lost.

Situations & Solutions

Package returned to sender

If the package was returned and all delivery conditions were met, contact us — we will send a free reshipment or add full credit to your account.

If any condition was not met, we can:

•Reship your order after paying the shipping cost.
•Add store credit minus the original shipping cost.

Tracking has stopped updating

If tracking has not changed for more than a week, contact us to initiate a logistics investigation.

If the package is confirmed lost or undeliverable, we will provide free reshipment or credit equivalent to the order value.

If after the investigation there is no response and 40 days have passed, the package may be considered lost — and we will also offer reshipment or credit.

If the issue occurred after redirecting the address, the responsibility lies with the customer. In this case, we do not offer compensation.

Package considered lost

A package is only considered lost under specific criteria.

A package is only considered lost if:

•Tracking does not show "Delivered".
•There are no updates for more than 40 days.

If tracking shows "Delivered" but you have not received it, it is not automatically considered lost.

Before contacting support, please:

•Check mailbox, entrance, and usual delivery spots.
•Ask the doorman or building management.
•Ask neighbours or family members.
•Check common areas (porch, stairs, behind plants, etc.).
•Contact the courier service directly.

Then send us:

•The list of steps taken.
•The official response from the courier.

If the address was changed after shipping, we cannot offer reshipment or compensation.

Package seized by customs

Do not confirm that the package is yours. If you do not confirm, the responsibility falls on us. If you provide an official customs letter, you can choose:

Available options:

•Free reshipment (new name, address, and phone number required).
•Credit for the full order value.

Missing products

You must send a video of the initial package opening. It must be continuous and clear.

Without a video, we cannot offer reshipment or refund.

Damaged products

Please send the following documentation:

•Photos of the outer packaging with labels.
•Photos of the complete contents.
•Detailed photos of the damaged products.
•Description of the issue.

If damage is confirmed, we offer free reshipment or equivalent credit.

Customer support

Contact Support