Re-Shipping Policy
Important Notice: We have a 98-99% delivery success rate within the EU. However, if your package is seized by customs or lost in transit, we offer a free one-time re-shipping under the strict conditions listed below.
Damaged Shipments
If your order arrives damaged, we will resend it at no extra cost. Requirements:
- Clear photos of the package showing the recipient details immediately after delivery.
- Clear photos of the damaged items and the packaging.
Undelivered or Lost Shipments
If your order has not arrived within 45 days from the dispatch date (date of the first tracking information line) please write to our Customer Support and we will start an investigation with the carrier to confirm a seizure or loss and reship your package.
Held or Seized Order
If your package is held by customs or the FDA, we will resend it at no extra cost, provided you send:
- A photo (minimum 120 dpi) of the customs/FDA envelope or notice showing the recipient’s name.
- A photo of the seizure notice showing the recipient details.
- A new delivery address and the recipient name (required for reshipment).
Only the originally ordered products will be resent, and no changes to the order will be accepted.
Unclaimed Shipments & Wrong data
You will not be eligible for a free reshipment if:
- you provided incorrect information (address, house number, ZIP code, name)
- you did not pick up your package on time
High risk Countries Re-shipping
We extend a reshipment guarantee to nearly all countries except those identified as high-risk regions: Switzerland, Sweden, Norway, Denmark, Finland, Canary islands, Kosovo, Albania.