We want to make sure you have a smooth delivery experience, so we recommend checking your order details and tracking your shipments regularly. This way, you can stay up-to-date on the status of your shipments and take action if needed.
Tracking Your Shipments
It's important to note that it is the buyer's responsibility to track their shipments and coordinate with the shipping company if necessary. Sellers will typically dispatch shipments within 7 business days.
You can easily track your shipments within your account's "Orders" section. Simply open the order details page, and click on the "Sellers & shipments" subheader. From there, you'll see the "Tracking available" links for each shipment; simply click on the links to reveal the tracking information.
Sometimes, the shipping company may need to reach out to you directly, so it's important to double-check the contact information when placing your order. In case of any issues with reaching you, the shipping company may ask you to contact them through the shipment tracking page, which is why we recommend regularly checking the tracking of your shipments.
The Customs Process
When setting your shopping preferences and ordering goods from us, you have the option to choose products from different regions or countries. If you choose to import goods, it's important to keep in mind that you will be responsible for clearing your shipments through customs and paying any relevant costs and fees.
To ensure a smooth delivery process and avoid any delays or extra fees, we recommend working closely with the customs authorities to clear your goods as soon as possible.
While we do our best to ensure that your order arrives to you timely, we are not responsible for any part of the customs clearance process. If, for any reason, you do not clear your goods through customs, please be aware that each shipment may incur storage charges or be returned to the seller—incurring extra return costs and admin fees up to €500 per shipment, for which our buyers are responsible.
In such cases, we suggest you reach out to the customs authorities and resolve the issue, as we will not provide any refunds for shipments that return to the sender where we are not at fault.
After you place your order, it's important to keep an eye on the delivery status of your goods. We recommend regularly tracking your shipments to make sure you're available to receive them on the expected delivery date.
If you decide to purchase insurance during checkout, our responsibility ends after the first delivery attempt. However, if you don't purchase insurance, our responsibility ends as soon as your goods are handed over to the courier.
Please note that couriers often reach out to confirm availability or delivery details before delivery. If the courier contacts you and doesn't receive a response, we consider that an attempted delivery.
To avoid any missed deliveries, we suggest double-checking your contact information when placing your order and keeping an eye on any updates from the courier. Keep in mind that we do not provide any refunds for missed deliveries.
Receiving More or Fewer Goods
If you receive more goods than you've been invoiced for, please contact email@example.com so that we can look into this for you.
If you receive fewer goods than ordered, we typically refund you automatically when issuing your final invoice; however, if you receive fewer goods than those listed on your final invoice, please submit a claim. For more information, please read our articles about our claims process.
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