Reship & Delivery Protection Policy

We support our customers in case of delivery issues. However, reshipment and refund eligibility strictly depend on compliance with all mandatory delivery conditions outlined below.

Policy Limitations

Reshipment policy does not apply if order fulfillment conditions are not met.
If even one mandatory requirement is violated, we reserve the right to deny free reshipment and refund.
Only one free reshipment per order is available.
Returned parcels are not accepted under any circumstances.
If you refuse delivery, refund or compensation cannot be provided.

Mandatory Conditions for Successful Delivery

These requirements are essential. Failure to comply with any of them voids eligibility for free reshipment or refund.

Full Legal Name

Name must be complete and real. Incorrect or incomplete names may result in parcel return.

Accurate Residential Address

Address must be correct, complete and without spelling mistakes.

Valid Phone Number

Must include correct country code and match delivery country.

Be Available for Delivery

If you miss delivery (vacation, absence, etc.), free reshipment does not apply.

Track Your Parcel

Monitor tracking regularly. If parcel is returned due to inaction, shipping must be paid again.

Opening Video Required

Continuous first-opening video is mandatory for missing or damaged item claims.

No Address Changes After Dispatch

Redirection increases risk and voids free reship/refund eligibility.

Situations & Solutions

Package Returned to Sender

If all conditions were met → one free reship OR full store credit.
If any condition was violated → reship after new shipping payment OR credit minus original shipping cost.

Tracking Has Stopped Updating

No update for 7+ days → logistics investigation requested.
If confirmed lost/damaged → free reship OR store credit.
No carrier response + 20 business dayswithout updates → parcel considered lost.

If tracking stopped after address redirection, responsibility lies entirely with the customer.

Lost Package

A parcel is considered lost only if:

Status does not show “Delivered”.
No tracking updates for 20+ business days.

If tracking shows “Delivered” but parcel not received, you must:

Check mailbox and building entrance
Ask neighbors or household members
Contact concierge/building management
Contact courier directly

Only after completing these steps, provide courier’s official response and summary of actions taken.

Customs Seizure

Do not confirm ownership of parcel.
Provide official customs seizure letter.

After confirmation, choose:

One free reship (new name, address, phone), or
Full store credit.

Missing Items

Continuous first-opening video required.

Confirmed missing → free reship OR store credit.

Damaged Parcel or Products

Please provide:

Photos of outer packaging (labels visible)
Photos of all items
Close-up photos of damage
Short description of issue

If confirmed unusable → free reship OR store credit.

Support Hours

Monday – Friday | 09:00 – 18:00 (EET / EEST)