Shipping policy

Shipping Policy

Order Processing

Orders are prepared and dispatched within 7 calendar days after the order is placed. This processing time does not include the carrier’s delivery time.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information, where available.

Delivery Times

Delivery times displayed at checkout or provided by the carrier are estimates unless we expressly agree to a guaranteed delivery date.

Delivery may be affected by customs clearance, carrier disruptions, severe weather, public holidays, strikes, or other circumstances outside our reasonable control. We are not responsible for delays caused by these circumstances, but we will provide available tracking information and assist with reasonable carrier enquiries.

Nothing in this policy limits any rights you may have under applicable consumer law.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address. Please contact us as soon as possible if you notice an error.

We cannot guarantee that an address can be changed after an order has been placed. Where permitted by law, any additional shipping costs caused by an incorrect or incomplete address may be deducted from the customer’s refund.

International Taxes, Duties and Customs Surcharges

All shipments sent to destinations outside the European Union are shipped DDU (Delivery Duty Unpaid).

This means that import duties, taxes, customs charges, formal-entry brokerage fees, and other destination-country charges are not included in the product price or shipping fee unless expressly stated otherwise at checkout.

The destination country’s customs authority or our express courier, such as DHL, may contact the customer directly to request payment of these charges or any documentation required to clear the shipment before delivery.

The customer is responsible for:

Paying all applicable import duties, taxes, brokerage fees, and customs charges
Providing complete and accurate import or customs documentation
Complying with the destination country’s import requirements
Responding promptly to requests from customs authorities or the courier

We do not control or determine these charges and cannot predict their amount. Customers should contact their local customs authority before ordering if they require further information.

Refused Shipments Outside the European Union

If a customer refuses a shipment because of unexpected customs charges, fails to accept delivery, fails to pay the required import charges, or does not provide the documentation required for customs clearance, the package may enter the courier’s Return to Sender process.

The customer will not receive a full refund in these circumstances.

Where permitted by applicable law, the following documented costs charged to us will be deducted from the final product refund:

Original outbound shipping costs
Return or reverse-freight shipping costs
Unrecoverable customs or brokerage charges
Customs-administration or abandonment fees
DHL or other courier storage charges
Any other direct costs resulting from the refusal or failure to complete customs clearance

A refund will not be processed until the shipment has been returned to and inspected by us, or the courier has confirmed its final disposition.

If the applicable charges equal or exceed the refundable product amount, no refund will be issued.

If the courier abandons, disposes of, or destroys the package because the customer refused delivery, failed to pay the required charges, failed to provide the required documentation, or otherwise did not comply with the import process, no refund will be issued, to the extent permitted by applicable law.

This provision does not apply when delivery is refused because we sent an incorrect item or the shipment is visibly damaged. It does not limit any mandatory rights available under applicable consumer law.

Lost, Damaged or Incorrect Shipments

If your order arrives damaged, contains an incorrect item, or appears to be lost, please contact us promptly at secondphasearchiveofficial@gmail.com.

Include your order number, a description of the issue, and any relevant photographs. We will review the matter and contact the carrier where appropriate.