Política de envío

Shipping Policy

Last updated: 9 October 2026

This Shipping Policy explains how orders placed on this website are prepared, shipped and delivered, and what happens if something goes wrong.

1. Order processing

Orders are prepared in approximately 1 to 3 business days after payment is confirmed, before they leave our warehouse. This time must always be added to the delivery times in section 3, as it is part of the total shipping time. Processing time may be longer during busy periods, product launches, promotions, special campaigns, technical incidents or external events. If there is any issue with a product we will let you know and tell you when you can expect your order. If you need your order urgently, please contact us at [SUPPORT EMAIL] before buying to check availability and real delivery times.

2. Shipping date

For legal, contractual and logistical purposes, the shipping date is the date on which the order is accepted, registered, entered into the system or physically collected by the assigned carrier, starting the logistics process. This applies regardless of when the tracking number is generated, the initial tracking status (for example "label created" or "shipment information received") or whether movements are immediately visible. A lack of initial tracking updates does not mean the order has not been shipped.

3. Delivery times (estimates, not guaranteed)

Delivery times shown on the website, in our communications or in this policy are estimates and are not a guaranteed delivery date. For most destinations, delivery usually takes 5 to 12 business days after shipping; some destinations and remote areas can take longer. Customs, government inspections, public holidays, strikes, weather and other factors outside our control may significantly affect delivery times. Estimated times do not by themselves give a right to cancellation, return or refund.

4. Shipping costs

Shipping costs are calculated at checkout based on the destination and the products in your order. Free shipping applies only to the offers and packs where it is shown on the product page or at checkout. International orders may be subject to customs duties, import taxes or other charges in the destination country. These charges are always paid by the customer and are not included in the product price or the shipping cost shown on the website. For some territories, the carrier may ask you for a tax identification number to complete customs clearance and delivery.

5. Order tracking

Once your order has shipped you will receive a tracking number by email. Tracking may take several hours or days to be activated by the carrier. You can follow your order using the tracking link in your shipping confirmation email.

6. Order marked as delivered but not received

If tracking shows your order as delivered but you have not received it, please first check with neighbours and other people at your address, around your property (porch, behind bins, side door), and for any carrier notice or app notification indicating a safe place or delivery to a neighbour. If it still does not appear, contact us within 7 days of the recorded delivery date and we will raise the incident with the carrier. If a parcel is not collected or redelivered within the carrier's holding period it may be returned to our warehouse; in that case, contact us to agree a solution.

7. Delays outside our control

We are not directly responsible for delays caused by external factors, including customs or government inspections, local or international holidays, strikes or labour disputes, external logistics incidents, high demand or special campaigns, and adverse weather. In these cases you may ask us to open an investigation with the carrier.

8. Maximum delivery time

We aim to deliver every order within 30 calendar days from the shipping date defined in section 2. If your order has not arrived after that time, it will not be automatically considered lost: we will review the shipment status and may need a reasonable additional period to investigate with the carrier before offering a final solution (reshipment or refund). This does not affect any statutory rights you may have under the mandatory consumer law of your country.

9. Logistics validation and exceptional cancellation

Even if an order is initially shown as available for shipping, all orders are subject to a subsequent logistics check. We may cancel an order and refund it in full if, after that check, the real shipping cost is unviable or clearly disproportionate to the order value, the estimated delivery time exceeds 30 calendar days from the shipping date, or the destination turns out to be unavailable or restricted. We will contact the affected customer to explain and arrange the refund.

10. Incidents and valid channels

Shipping and delivery incidents must be reported by email to [SUPPORT EMAIL]. Messages sent through social media do not count as opening an incident, although we may reply informally. A valid incident is one related to the shipping or delivery of the order that can be verified with information from the carrier.

11. Excluded destinations

We do not ship to countries or regions where delivery times exceed 30 calendar days, shipping costs are excessive or not viable, or shipping is restricted by law. Final availability is always confirmed after the logistics check of the order.

12. Changes

We may modify or remove rates, delivery times, promotions and shipping conditions at any time. Only the conditions visible and accepted by the customer during checkout apply to each order.

13. Precedence

This Shipping Policy prevails over any non-contractual information published on social media, promotional campaigns, emails or informational communications.