For orders shipped outside the European Union:

• Buyers are solely responsible for paying any customs-related fees that may be assessed by their country's customs authority upon arrival.

• These charges are not included in the product price or shipping cost, and they vary depending on the destination country’s regulations and the value of the shipment.

• We cannot predict or influence the amount of these charges, as they are determined and collected by the local customs authorities.
   

   Delays Due to Customs

• Customs inspections can occasionally cause delays in delivery, particularly during peak seasons or in countries with stricter import controls.

• We are not responsible for any delays caused by customs clearance processes.
   

   Declaration of Goods

• We always accurately declare the value and contents of your order on the customs documentation, in accordance with international shipping laws and regulations.

• Under no circumstances can we mark orders as “gift” or undervalue the contents to avoid customs fees, as this would be illegal.

Important Tip: Before placing your order, we recommend checking with your local customs office to understand any applicable import costs or restrictions.

Packaging
All items are carefully packaged to protect them during transit. Pillow inserts may be vacuum-sealed or gently compressed for shipping efficiency.
Upon unpacking, allow the items to rest and reshape, especially foam-filled pieces and pillow inserts.
 
Delivery Issues
We do our best to ensure your order arrives safely and on time. In our experience, lost packages happen very rarely. However, delivery delays can occur due to various factors beyond our control, such as postal service disruptions, customs clearance, or seasonal demand. If you experience any problems with delivery, please follow the steps below to help us resolve the issue as quickly as possible.
   

   Delayed Packages (sometimes happens)
• If your package has not arrived within the estimated delivery timeframe provided, please wait an additional 3–5 business days to allow for any postal or customs delays.
• If your package still hasn’t arrived after this grace period, please contact us with your order number and the tracking information (if available). We will investigate the status with the carrier on your behalf.
   

   Lost Packages (extremely rarely!)
• If your package has not arrived within the estimated delivery timeframe plus an additional 3–5 business days, please first check with your local post office and neighbors to see if the package was left there and available for pick up or received by your neighbors.
• If the local post office is unable to locate the shipment, please inform us within 7 days of the expected delivery date.
• Upon notification, we will contact our postal company to initiate an official investigation. Please note that this process can take 1 to 8 weeks before we receive a response.
• We appreciate your patience during this time and will keep you updated on the progress. Based on the investigation outcome, we will work with you on next steps, which may include a replacement or refund.
   

   Damaged Packages (extremely rarely!)
• We do our best to ensure all items are carefully and securely packaged to protect them during transit, therefore, damaged packages occur extremely rarely.
• If your package is clearly damaged on arrival, please take photos of the damage to the packaging immediately before unpacking. This helps document the shipment’s condition upon delivery.
• After unpacking, if the product itself is damaged or affected, please also take clear photos showing the damage.
• Keep all original packaging materials, including boxes, plastic wrap, and any protective inserts, as these may be required for claims with the carrier.
• Contact us within 12 hours of delivery with your order number and the photos of the damaged packaging and/or product. This allows us to act quickly to file claims and arrange a resolution.
• We will assess the issue and work with you to resolve it promptly.
   

   Important Notes
• Always retain all packaging materials and damaged products until the issue is resolved, as the carrier may require them for claims.
• Reporting delays, losses, or damages promptly helps us provide a quicker and smoother resolution.
 
Address Accuracy
Please double-check your shipping address during checkout. We are not responsible for packages lost or delayed due to incorrect or incomplete addresses provided by the customer.

 Questions?
If you have questions about shipping options, timeframes, or your order status, please feel free to contact us.