Returns, Refunds, Shipping & Customs Policy
Last updated: September 2026
We are a Ukrainian-based seller. Our store, production, and order fulfilment operations are based in Ukraine, and all orders are shipped from Ukraine.
This Returns, Refunds, Shipping & Customs Policy applies to purchases made through our website and sets out the conditions under which shipping, returns, refunds, replacements, and other remedies may be available.
We make our products by hand and carefully inspect each item before it is shipped. Due to the nature of handmade products, we ask customers to review the product information carefully before placing an order.
1. Governing Law
Our store is operated from Ukraine, and our business activities are conducted in accordance with the laws of Ukraine.Our relationship with customers and purchases made through our website are governed by the laws of Ukraine, unless mandatory consumer protection laws applicable to a particular customer or transaction provide otherwise.Nothing in this Policy is intended to exclude, restrict, or override any mandatory consumer rights that cannot lawfully be excluded or restricted under the laws applicable to a particular purchase.
2. International Shipping
We offer international shipping to most countries worldwide.All orders are shipped from Ukraine.Standard delivery is made to the recipient’s home address, except for the following countries:
• Czech Republic — AlzaBox
• Moldova — Nova Post parcel locker
• Poland — InPost parcel locker
For deliveries to the Czech Republic, Moldova, or Poland, the customer must provide the address or location of the preferred parcel locker when placing the order.If the selected parcel locker cannot be identified, is unavailable, or is unable to accept the shipment, the carrier may redirect the parcel to the nearest available parcel locker or another available pickup location.Please ensure that all delivery and contact information provided with your order is complete and accurate. We are not responsible for delays or failed delivery resulting from incorrect or incomplete information provided by the customer.
3. Delivery Times and International Delays
Estimated international delivery times may vary depending on the destination country, carrier operations, customs procedures, public holidays, weather conditions, or other circumstances beyond our reasonable control.Customs clearance may occasionally cause additional delays. In some cases, the carrier or customs authorities may contact the recipient and request additional information or documentation.International shipments may be delayed due to:
• customs inspections or clearance procedures;
• requests for additional documentation or information;
• carrier delays;
• incorrect or incomplete recipient information;
• public holidays;
• weather conditions;
• transportation disruptions; or
• other circumstances beyond our reasonable control.
Such delays do not, in themselves, entitle the customer to an automatic refund or replacement.
4. Customs Clearance and Import Requirements
International shipments may be subject to customs clearance procedures and import requirements in the destination country.Depending on the destination country and applicable regulations, the recipient may be required to provide:
• proof of purchase;
• an invoice or payment confirmation;
• identification or contact information; or
• information regarding the contents or value of the shipment.
Failure to provide the requested information may result in delays, return of the parcel, or other consequences determined by the carrier or customs authorities.Customs rules and import charges vary from country to country. Our store does not control customs procedures, taxes, duties, fees, or charges imposed by government authorities or carriers in the destination country.
5. EU Customs Duty
For all orders delivered to countries within the European Union, a €3 EU customs duty is automatically added to the order at checkout(Handling fee).
We collect this €3 charge when the order is placed and pay it in advance as the sender as part of the customs clearance process for the shipment.€3 is the only customs duty that our store adds to the customer’s order at checkout.This charge applies only to orders delivered to EU countries.For orders delivered to other countries — including countries in Asia, North and South America, Africa, Australia, and Oceania — our store does not add any customs duties to the order at checkout.From 1 July 2026, the European Union applies a temporary €3 customs duty to eligible low-value consignments imported into the EU. The duty is calculated according to the applicable tariff classification of the goods.
6. Other Taxes, Customs Charges, and Fees
The €3 EU customs duty described above does not include any other taxes, customs clearance charges, carrier handling fees, processing fees, or other charges that may apply in the destination country.If such additional charges are imposed by the authorities of the destination country, the postal operator, or the shipping carrier, they are separate from the €3 customs duty collected by our store.The amount and application of any such charges depend on the laws and procedures of the destination country and the shipping method used.For deliveries outside the European Union, our store does not add customs duties to the order at checkout. However, the destination country may impose its own import taxes, duties, customs clearance charges, handling fees, or other payments.
7. Destination-Country Requirements
The customer is responsible for providing accurate delivery information and, where applicable, complying with import requirements in the destination country.Before placing an international order, we recommend checking whether the destination country has any specific requirements, restrictions, taxes, or customs procedures applicable to the ordered products.By placing an international order, the customer acknowledges that customs procedures and delivery times may vary depending on the destination country and the shipping service used.
8. Returns Due to Change of Mind
We generally do not accept returns simply because a customer has changed their mind, no longer wants the product, ordered the wrong item, or has otherwise changed their preference, except where the customer has a statutory right to return the product under applicable law.
Where applicable law gives a customer a legal right to cancel a purchase or return an item, that right will apply in accordance with the requirements of the relevant law.Any returned product must be appropriately packaged for transit and, where required by applicable law, kept in a condition that allows its nature, characteristics, and functionality to be inspected.
9. Damaged, Defective, or Incorrect Items
If your order arrives damaged, has a manufacturing defect, or is materially different from what you ordered, please contact us as soon as reasonably possible after receiving the order.Please provide:
• your order number;
• a description of the issue;
• clear photographs of the product; and
• photographs of the packaging if the product was damaged during shipping.
We will review the issue and, depending on the nature of the problem and the requirements of applicable law, may offer a replacement, repair, refund, or another legally applicable remedy.
10. Damage During Shipping
We take care to package our products securely before shipping.If your order has been damaged during transit, please contact us and provide photographs of the product, packaging, and shipping label.We will review the circumstances and, where appropriate, work with the shipping carrier to investigate the shipment and any available claim.
11. Normal Wear and Tear
Our products are intended for everyday use and carrying, and their appearance may naturally change over time.Normal wear and tear is not considered a manufacturing defect.Normal wear and tear may include, but is not limited to:
• scratches, scuffs, and other marks resulting from everyday use;
• wear caused by contact with keys, bags, clothing, surfaces, or other objects;
• gradual deterioration or changes in appearance; and
• fading or other changes resulting from prolonged use or exposure to the environment.
Our products are not intended to retain their original appearance indefinitely with continued use.
12. Accidental Damage and Improper Use
Damage resulting from accidental impact, improper use, or use outside the intended purpose of the product is not considered a manufacturing defect.This may include:
• damage caused by dropping or significant impact;
• bending, breaking, stretching, or other mechanical damage;
• damage caused by exposure to water, chemicals, excessive heat, or other unsuitable conditions;
• damage resulting from using the product for a purpose for which it was not designed; or
• damage caused by unauthorized repairs, modifications, or alterations.
Nothing in this section limits any mandatory consumer rights that cannot lawfully be excluded under applicable law.
13. Manufacturing Defects
If you believe your product has a manufacturing defect, please contact us and provide photographs and a description of the issue.Examples of a potential manufacturing defect may include:
• a manufacturing or assembly fault;
• a component becoming detached due to a manufacturing or assembly issue;
• a material defect that existed when the product was supplied;
• a material discrepancy between the product and its description; or
• another issue indicating that the product did not conform to its stated characteristics when supplied.
Each claim will be reviewed individually.Where applicable law provides a customer with a right to a repair, replacement, price reduction, refund, or another remedy, we will provide the applicable remedy in accordance with the relevant legal requirements.
14. Incorrect Order Information
Customers are responsible for ensuring that all information provided when placing an order is accurate.This includes, but is not limited to:
• shipping address;
• product selection;
• quantity;
• colour or product variant; and
• any other information required to fulfil the order.
Once an order has been handed over to the shipping carrier, we may not be able to change the shipping address or other order details.
If a shipment is returned to us because the customer provided an incorrect or incomplete address, additional shipping costs may apply if the order needs to be reshipped.
15. Lost or Undelivered Shipments
If your order has not arrived within the expected delivery timeframe, please contact us so that we can check the shipment status.If the carrier confirms that a shipment has been lost in transit, we will work with the carrier to determine the appropriate next steps.Where applicable law requires a refund or replacement due to non-delivery, we will comply with the applicable legal requirements.
16. Returned Shipments Due to the Customer’s Actions or Failure to Act
The customer is responsible for providing accurate delivery information and for completing any requirements necessary to receive an international shipment. If a shipment cannot be delivered and is returned to us due to circumstances attributable to the customer, including:
• an incorrect or incomplete delivery address;
• incorrect contact information;
• an incorrect, unavailable, or unspecified pickup location;
• failure to provide the documents or information requested by customs authorities or the carrier;
• failure to comply with customs or carrier requirements;
• failure to pay mandatory customs duties, taxes, or other charges required for receipt of the shipment;
• refusal to accept the shipment; or
• failure to collect the shipment within the applicable storage period;
we will refund the purchase price of the product(s), but the original shipping cost will not be refunded.
The shipping fee paid for the original shipment covers the delivery service already provided and is non-refundable when the shipment is returned for reasons attributable to the customer.If we incur additional costs as a result of the returned shipment, including return shipping costs, additional transportation costs, or other related charges, such costs may be charged to the customer or deducted from any amount otherwise refundable, to the extent permitted by applicable law.If the customer wishes to have the returned shipment sent again, the cost of the new shipment must be paid separately by the customer.Nothing in this section limits any mandatory consumer rights that may apply to a particular order under applicable law.
17. Return Procedure
Please do not send any product back to us without contacting us first.To request a return, refund, replacement, or other resolution, please contact us using the contact details provided on our website.Please include:
• your order number;
• the reason for your request;
• a description of the issue; and
• photographs of the product where relevant.
If a return is approved or required by applicable law, we will provide instructions for the return.
18. Refunds
Where a refund is required by law or has otherwise been approved by us, the refund will generally be issued to the original payment method.The time required for the refund to appear in your account may depend on your bank or payment provider.Where permitted by applicable law, if a returned product has been used beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, any legally permitted reduction in the refund amount may be taken into account.Where a shipment is returned to us due to circumstances attributable to the customer, the product purchase price may be refunded in accordance with Section 16, but the original shipping cost will not be refunded, to the extent permitted by applicable law.
19. Reshipping
If an order needs to be shipped again because the original shipment was returned due to circumstances attributable to the customer, the customer must pay the cost of the new shipment separately.This may include situations where the customer:
• provided an incorrect or incomplete address;
• provided incorrect or incomplete contact information;
• selected an incorrect or unavailable pickup location;
• failed to collect the parcel within the applicable storage period;
• refused delivery;
• failed to provide information or documentation required by the carrier or customs authorities; or
• failed to pay mandatory charges required to receive the shipment.
Nothing in this section limits any mandatory consumer rights that may apply to a particular order under applicable law.
20. Consumer Rights
We aim to handle order-related issues fairly and responsibly.Consumer rights may vary depending on the customer’s country of residence and the circumstances of the transaction.Where mandatory consumer protection laws applicable to a particular purchase provide rights that cannot be excluded or waived by contract, those rights remain unaffected by this Policy.
21. Contact Us
If you experience any issue with your order, please contact us before sending the product back.We will review each situation individually and make reasonable efforts to resolve legitimate order-related issues fairly and in accordance with this Policy and applicable law.