DELIVERY CONDITIONS
International Delivery Terms
We deliver to over 210 countries worldwide, striving to ensure the broadest possible international coverage in order to reach all our customers regardless of their location. However, due to various logistical, regulatory, and customs restrictions, there are certain countries and regions where delivery is not possible. Such limitations may arise from either the country of dispatch or the recipient country, and are often beyond our control. In addition, some products are subject to special export restrictions outside the European Union, especially those containing natural ingredients, essential oils, alcohols, or other substances governed by specific regulatory regimes. In these cases, the possibility of delivery depends on the specific legal requirements of the respective country. Therefore, we strongly recommend that all customers, particularly those located outside the EU, contact us in advance to verify whether delivery to their destination is possible. Our team is available to provide up-to-date information, clarify any potential restrictions, and suggest alternative solutions if necessary. We aim for transparency and clear communication prior to the placement of an order to avoid potential delays, failed deliveries, or additional costs. We work in close partnership with international logistics companies to ensure reliability, security, and flexibility in every shipment. Nonetheless, in isolated cases, courier companies may refuse to ship due to force majeure events, trade sanctions, natural disasters, or other exceptional circumstances. We thank you for your understanding and encourage you to regularly check the latest delivery information for your country and contact us with any questions related to our international delivery terms.
Delivery Method
Our delivery method is designed to provide customers with maximum convenience, security, and flexibility when receiving their orders, offering two main options through the international courier service FedEx. The first option is express delivery, suitable for customers who require short delivery times — it ensures arrival within 3 to 5 business days and is ideal for urgent needs. The second option is economy delivery, where the order is delivered within 7 to 10 business days. This is a more affordable solution, suitable for customers who are not in a hurry and wish to optimize their shipping costs. Once the preferred method is selected, the customer receives an automatic calculation of the expected delivery time, transportation costs, and final price, ensuring complete transparency and clarity before the order is finalized. It is important to note that deliveries are not made on weekends or official holidays, so it is advisable to consider possible delays when planning receipt of the order. If you wish to use a courier service other than FedEx, please contact us in advance to discuss alternative options and related conditions. Our partnership with FedEx enables us to deliver to over 210 countries while guaranteeing reliability, traceability, and prompt service. To ensure smooth and accurate order processing, we kindly ask customers to enter their complete and correct international shipping information at the time of placing the order. We will take care of every step with precision to ensure your product arrives as quickly as possible according to the selected method. If you have any questions or require further information about deliveries, you can contact us at any time via email — our team is available to assist you with accurate and timely support.
International Delivery Policy
For international deliveries, it is essential that customers provide accurate and complete information, especially when specific data such as a valid VAT number or EORI number is required. If the absence or incorrect entry of such data prevents the successful fulfillment of the delivery, we will refund the order amount minus all transportation costs incurred. This approach allows us to maintain fairness and transparency in our customer relationships while accounting for the expenses incurred during the process. It is important to note that delivery delays do not constitute grounds for a refund, as such delays often result from factors beyond our control, including international logistics conditions, customs procedures, or external regulatory delays. In cases where an order cannot be delivered due to administrative reasons, our team will respond with care and professionalism, taking all necessary steps to resolve the issue quickly and effectively. Regardless of the complexity of the situation, we always aim to find a solution that satisfies the customer and restores the possibility of delivery. Please be aware that in other types of cases — such as lost shipments, delayed deliveries, or refusal to accept the parcel — we do not provide refunds, as these situations fall outside the scope of our refund policy. We encourage all customers to carefully review the information they enter before confirming their order and to contact us in a timely manner if they have any doubts or questions, so we can ensure a smooth delivery process and avoid potential complications.
Order Processing
All orders placed through our online store are processed within 1 to 3 business days after payment confirmation, and customers are required to report any irregularities within 24 hours of payment confirmation. This processing time may vary depending on the availability of selected products, the number of items in the order, and the current workload at our warehouse. In cases of official holidays or non-working days, processing begins on the first business day thereafter, as we always strive to provide fast and organized service to every customer. During seasonal campaigns, promotional periods, or temporary peak loads, minor delays may occur, but in such cases, customers will be promptly notified by email. Once the order has been successfully processed and dispatched, you will receive a confirmation email containing a tracking number, allowing you to monitor the shipment's progress in real time via the courier company’s platform, such as FedEx. The email will also include a direct tracking link to make shipment tracking as convenient as possible. For international orders, it is important to note that the stated delivery time begins only after the order has been processed, not from the time the order was placed. Therefore, we strongly recommend double-checking all shipping information — including the complete address, phone number, and other mandatory details — as these are crucial for the timely fulfillment of your order. If you need additional information or assistance regarding the processing of your order, our team is at your disposal and ready to answer all your questions to ensure a smooth and secure shopping experience.
Refusal of Delivery
Every customer has the right to refuse acceptance of the shipment at the time of delivery if there are justified reasons to do so. Such reasons include a visible discrepancy between the ordered and delivered product, obvious defects, damage, or compromised packaging that raises concerns about the condition of the contents. The customer must notify the courier and contact us within 24 hours of the refusal in order to initiate the replacement or refund procedure. In such cases, it is essential that the customer informs the courier immediately, which will trigger the appropriate return or exchange process. The customer may choose between a full refund of the amount paid or a replacement with an identical or alternative product from our assortment. All costs related to the return or re-shipment, when the reason for refusal is justified, will be fully covered by us, as our primary goal is to ensure safety, trust, and satisfaction with every purchase. For us, it is not only important to deliver the ordered item but also to ensure that it arrives in flawless condition and fully meets the customer's expectations. To speed up the processing of a refusal and offer the fastest possible resolution, we recommend that customers, if able, take a photo of the damaged shipment and send it to our email along with a brief description of the issue. This allows us to respond more effectively and propose an appropriate solution as quickly as possible. If the customer encounters difficulties or needs further information about the refusal procedure, our support team is available with full assistance and readiness to provide clear guidance through each step of the process. Our commitment to quality and customer satisfaction is at the core of everything we do, and in the event of any discrepancy or delivery issue, we aim to offer the fairest and most convenient resolution for the customer.
Shipment Tracking
Once your order has been successfully processed and handed over to the courier company, you will automatically receive an email notification containing a shipping confirmation, a tracking link, and a unique tracking number provided by our logistics partner. With this number, you can easily monitor the movement of your shipment in real time via the official website of the courier — from the moment it leaves our warehouse to its final delivery at your address. This ensures you are fully informed at every step of the shipping process. In rare cases — especially with international deliveries or during periods of high system load at the courier company — activation of the tracking information may be delayed by up to 24 hours. If you do not receive an email with a tracking link or number within that timeframe, we recommend checking your "Spam" or "Promotions" folders in your email account first. If the message is not found or if you encounter any issues, feel free to contact our team — we will assist you immediately. For added convenience and security, we recommend taking advantage of the automatic notification service offered through the courier’s mobile app or website, if available. This will allow you to receive timely updates regarding any status changes to your shipment, including unsuccessful delivery attempts. To ensure smooth tracking and timely receipt of your order, please make sure all contact details and delivery address are entered correctly when completing your purchase. Our team remains available at all times to provide assistance, additional information, and support regarding the tracking and receipt of your shipment.
Policy on Unclaimed Shipments
This policy outlines the actions and responsibilities of both the customer and the supplier in cases where a shipment is not received or is refused by the customer without a justified or pre-agreed reason. This includes refusal to accept the shipment upon delivery attempt as well as failure to take any action to collect the parcel within the timeframe specified by the courier or postal service. Such cases result in additional transportation and administrative costs and disrupt the regular service flow; therefore, they are considered failed deliveries due to the recipient’s fault. In these situations, the customer is responsible for all incurred expenses, including the initial delivery cost, return of the parcel to the warehouse, and any additional fees charged by our logistics partners. If necessary, the customer may request a redelivery for an additional fee. If no contact is established within 7 calendar days, the order will be automatically cancelled, and all incurred costs will remain at the customer’s expense.
Our team will attempt to contact the customer using the provided contact information to clarify the reason for non-receipt and discuss possible next steps. We are committed to fairness and transparency and aim to resolve any issue through open communication. To avoid such situations, we recommend that customers closely monitor their orders, provide complete and up-to-date contact information, and respond promptly to courier notifications. Active communication and customer engagement are essential for a successful and timely delivery.
Customs Duties, Local Taxes, and VAT
For all international deliveries, the customer is responsible for paying any applicable customs duties, local taxes, VAT, customs clearance fees, and any other related charges that may be imposed by the customs authorities of the respective country. These additional fees are not included in the final amount calculated and displayed at checkout in our online store and are typically collected separately by the courier company or local customs office upon receipt of the goods. It is important to note that we have no control over the amount, type, or method of assessment of these charges, as they are entirely determined by the regulations and policies of the destination country. Furthermore, we are not liable for any delivery delays that may occur as a result of customs inspections or administrative procedures. Therefore, we strongly advise customers placing orders from abroad to familiarize themselves in advance with the applicable customs requirements in their country by contacting the relevant customs authority. This will help avoid unpleasant surprises, unexpected costs, or delays in receiving the shipment. We also remind customers that some courier companies may charge additional administrative fees if they handle customs formalities on your behalf, and these fees must be paid separately by the customer. To ensure a smooth and uninterrupted delivery process, it is essential that the customer provides accurate, complete, and up-to-date information when entering the shipping address and contact details. Additionally, it is advisable to monitor communication with the courier during the customs clearance process and respond promptly if further action is required. Our goal is for every international delivery to reach the recipient in a timely and hassle-free manner, and customer awareness is a key factor in achieving that.
Shipment Insurance
To ensure maximum protection, security, and peace of mind for all our customers, every shipment dispatched through our online store is automatically insured in full and at its actual insurable value until it is received by the customer. This means that in the event of an insurable incident — such as loss of the shipment, physical damage during transportation, theft, compromised packaging, or damage to the contents — the customer has the full right to file a claim and receive compensation in accordance with the applicable insurance terms. Insurance coverage is included in our standard delivery conditions and is provided at no additional cost to the customer, unless extended or specific coverage is requested. In such cases, additional insurance can be arranged before completing the order or by direct communication with our team. If any issue regarding the condition of the shipment is identified, the customer should notify us as soon as possible, providing photographic evidence, a description of the damage, and, if necessary, documentation confirming receipt. Upon receiving the report, our team will respond immediately, provide full support in processing the claim, and coordinate all further actions in cooperation with the respective courier or insurance provider. Our top priority is not only to deliver the ordered products on time but also to guarantee their integrity, value, and compliance up to the moment they are handed over to the customer. Shipment insurance is an integral part of our commitment to professional and reliable service. If additional information is needed regarding the scope, coverage, or procedures, customers are welcome to contact us via email or through the contact form — we are available and ready to assist in any situation.
Payment for Delivery and Insurance
All delivery and insurance costs related to the order are covered by the customer and are automatically added to the final amount at checkout. This includes shipping fees based on the selected delivery method (economy or express), as well as standard insurance that provides full coverage of the shipment's value until it is received. We ensure complete transparency and provide advance information regarding all additional costs prior to order confirmation, allowing the customer to make an informed decision.
Our system supports flexible payment methods tailored to the country of delivery, currency, and customer preferences. Depending on the location, payment options may include cash on delivery, direct online payment with a debit or credit card, bank transfer, and secure online platforms such as Google Pay, PayPal, Apple Pay, credit/debit cards, bank account transfers, and others. For international orders, some methods may be unavailable due to restrictions from courier or financial partners. During the checkout process, the system will automatically display only the payment methods that are valid and available for the specific destination, ensuring accuracy and convenience when making a choice.
It is important for the customer to understand that delivery and insurance fees are not paid separately later but are included in the total amount at the time of order confirmation. This helps avoid unexpected costs upon receipt of the shipment and ensures full transparency throughout the purchasing process. For additional questions, specific cases, or consultation regarding available payment options and applicable fees, customers are welcome to contact our customer service team at any time — we are available to assist and provide the most accurate information tailored to the individual case.
Shipping Pricing
The pricing for deliveries in our online store is based on a transparent and predictable system that takes into account key factors such as the recipient's country, the total weight and volume of the products, as well as the selected delivery method — standard or express. For customer convenience, the final shipping cost is automatically calculated in real-time when finalizing the order and is clearly displayed before payment confirmation. This allows each customer to make an informed choice, seeing the full order value, including all transportation fees. Depending on the location and specifics of the delivery, different options may be offered — faster methods at a higher cost, or more economical options with a longer delivery time. During promotional campaigns or deliveries to specific destinations, a reduced rate or free shipping may be activated when the minimum order value is reached — all such conditions are announced in advance and clearly visible on the website.
It is important to note that for international deliveries, additional costs may arise in the form of customs duties, local taxes, or other administrative fees, which are not included in the final order price. These charges are determined by the customs authorities in the recipient's country and are entirely the responsibility of the customer. Since we have no control over their assessment, we strongly recommend that customers consult local customs authorities in advance to avoid surprises upon receipt of the shipment. If you need additional information, personalized advice, or assistance in choosing the most suitable option, our customer service team is always available and will provide you with up-to-date and accurate information on all available options and conditions.
Customer Responsibilities
The customer plays a crucial role in the successful, timely, and seamless execution of each order, and as such, is responsible for providing accurate, complete, and up-to-date information when finalizing the order. This includes correctly written names, the accurate delivery address (including street, number, entrance, floor, apartment, and postal code), a valid phone number, and an active email address. All of this information is critical for proper logistical planning, issuing accompanying documents (such as invoices, waybills, etc.), and ensuring timely communication in case of any clarifications or changes. The customer should actively monitor notifications sent by our team or the courier company, especially in situations related to delivery status, shipment tracking, confirmation of the delivery date, or in case of logistical difficulties. It is the customer's responsibility to ensure someone is present at the address during the agreed delivery time window or to inform us promptly of any changes.
If the provided information is incomplete, incorrect, misleading, or intentionally false, leading to delays, failed delivery, return of the shipment, or the need for re-shipping, all associated costs — including courier services, administrative processing, and logistics fees — will be entirely at the customer's expense. The online store is not liable for any damages, inconveniences, or delays resulting from incorrectly provided customer data. Furthermore, the customer is required to accept the delivered shipment within a reasonable time after the first delivery attempt and to notify us promptly in case of refusal, damage, or any other reason for not accepting the shipment. Mutual respect and accurate communication are the foundation for the proper fulfillment of every order. Responsible behavior from the customer at every step of the process — from the order to the delivery — guarantees high-quality service and satisfaction with the purchase.
Order Request
The order process in our online store is designed to be intuitive, quick, and convenient for every customer — from product selection to final confirmation. When you select an item, you can use the "Add to Cart" or "Buy Now" buttons located just below the price. After the product is added, by clicking on the "Cart" button, you will be automatically directed to the "View Cart" menu, where you can review the contents of your order — including all selected products, their quantities, and the total cost. This is the first step toward successfully completing your delivery request. The next part of the process proceeds through several clear and sequential steps:
Step 1 – Entering order details, where you provide your name, phone number, and email address;
Step 2 – Filling out billing information (optional);
Step 3 – Entering the exact delivery address, including city, postal code, street, and number;
Step 4 – Selecting your preferred delivery method from the available options;
Step 5 – Choosing your payment method — fast, secure, and tailored to your preferences;
Step 6 – Final confirmation of the order, after which it will be sent for processing.
If you have already created a customer profile in our online store, all the necessary information will be automatically populated, and you will have the option to select from previously entered addresses and billing details through a convenient drop-down menu. This significantly simplifies and speeds up the ordering process. Our goal is to provide a seamless and enjoyable shopping experience, culminating in the successful delivery of products — exactly where you expect them.
Force Majeure
In the event of force majeure circumstances, such as natural disasters, pandemics, military conflicts, government restrictions, or other extraordinary and unforeseeable events beyond our control, we are not liable for delays or the inability to fulfill our obligations. Such events may hinder our normal operations and lead to a temporary interruption or limitation of services, regardless of our will and efforts. In such situations, we will take all reasonable and possible actions to minimize the negative impact on processes and will promptly inform our customers of any delays, changes, or difficulties related to the fulfillment of placed orders or contractual obligations. Our goal, even in the presence of force majeure, is to maintain transparent communication and seek appropriate solutions tailored to the specific circumstances.