Shipping Policy

1. Order Processing

We offer free shipping for orders over €100.

Orders are processed within 1–5 business days after payment confirmation, unless otherwise stated on the product page.

During peak periods, holidays, or force majeure events, processing times may be extended.

Once the order has been dispatched, the customer will receive a shipping confirmation and tracking number, if provided by the carrier.

2. Delivery Times

Delivery times are estimates only and depend on:

  • destination country

  • selected shipping carrier

  • postal or courier service operations

  • customs procedures

  • seasonal carrier workload.

We do not guarantee exact delivery dates and are not responsible for delays caused by third parties, including postal services, courier companies, or customs authorities.

3. Transfer of Responsibility

Once the order has been handed over to the postal or courier service, responsibility for transportation and delivery time passes to the carrier.

We cannot influence the delivery process after the parcel has been transferred to the carrier.

In case of delivery delays, the customer should contact the carrier using the tracking number provided.

4. Incorrect Delivery Address

The customer is responsible for providing an accurate delivery address.

If the address is incorrect or incomplete:

  • delivery may be delayed

  • the parcel may be returned to the sender

  • reshipment may be required at the customer’s expense.

We are not responsible for delivery failures caused by incorrect address information.

5. Customs Duties and Import Taxes

For international orders, the shipment may be subject to:

  • customs duties

  • import taxes

  • customs clearance fees.

These charges are not included in the product or shipping price.

The recipient of the order is considered the importer of record and is fully responsible for paying:

  • customs duties

  • import taxes

  • any additional fees imposed by the destination country.

We cannot predict the amount of such charges and are not responsible for their payment.

6. Refusal of Delivery

If the customer:

  • refuses to pay customs duties

  • refuses to accept the parcel

  • fails to collect the parcel from the pickup point

  • provides an incorrect delivery address

and the parcel is returned to the sender, the following costs may be deducted from the refund:

  • original shipping cost

  • return shipping cost

  • customs charges or other costs incurred during the return.

7. Lost Parcels

If a parcel is lost during transit, the customer must contact us.

We will initiate an investigation with the carrier.

Compensation decisions will be made only after official confirmation of loss from the shipping carrier.

8. Damage During Shipping

If a product is damaged during transport, the customer must:

  • notify us within 48 hours of receiving the order

  • provide photographs of:

    • the damaged product

    • the packaging

    • the shipping label.

Claims may be rejected if sufficient evidence is not provided.

9. Fragile Goods

Some products, including gel candles in glass, are fragile items.

Despite careful packaging, there is a risk of damage during transportation.

We take reasonable measures to package items securely; however, we cannot completely eliminate the risk of damage during shipping.

10. Force Majeure

We are not responsible for delays or inability to deliver caused by circumstances beyond our control, including:

  • natural disasters

  • strikes

  • transportation restrictions

  • customs delays

  • military conflicts

  • epidemics or government restrictions.

By placing an order, the customer confirms their agreement with the shipping terms and conditions.