The first section shipping policy applies to all simple orders
The second section shipping policy applies to special orders (custom made orders, wholesale orders, B2B orders, etc.)

Simple Order Shipping Policy

Azzaluna Shop is NOT a shipping company The shipper is a third party company between us (Azzaluna, the sender) and you (the buyer/receiver). To deliver your order, Azzaluna relies on the shipping service provided by professional shipping companies such as DHL, EMS, Post-Office, etc.. After we shipped your package, we can only hope that the shipper provides their promised service. That has been simply explained, we believe that you understand that if the shipper fails to provide the service promised (late delivery, damage your item, lose your package, etc.) is not our fault and we will appreciate not to blame Azzaluna shop (like a bad review) for issues caused by other companies.

At the time of delivery: Shipping companies (such  DHL, EMS, public Post-Offices, logistic cargos, etc.) become more alert and strict with their policy, especially (because of many frauds) when dealing with damage-claim-requests. At time of delivery, we highly advise to record a simple but clear video that shows the package (including the shipping label attached to the package) and while unwrapping the item/s, take an accurate inspection to assure there are NOT visible damages caused during the shipping process. A video proof makes it easy and fast to process a damage-claim-request.

– If the item has been damaged/broken, contact your local shipper office (eg. DHL, Post-Offices, etc.) right away. More info in the Refund And Return page.
– If you receive the wrong item, contact us immediately.

Refunds / Returns / Exchanges: You can ask for a return-request within 7 days from the day of delivery, which means, from the day the item/s has been delivered you have 7 days to apply the return-request. We accept returns up to 14 days, which means, from the day of delivery you have 14 days to process the shipping of the item/s. The item/s must arrive/returned to us in 21 days from the day you apply the return-request, which means, after you contact us with the return-request, the item/s must be delivered to us in 21 days. The item/s must be in the same condition as it was sent, unworn, unused and without any damages. Buyer pays the return shipping cost. More info in the Refund And Return page.

The Shipping:
– Standard shipping is available in almost all countries (unfortunately not all) and if the check-out page shows “zero charge”, it means it’s free (included in the purchase price). Standard shipping is provided by public/government institutions such USPS, POS, Poste Italiane, etc.. Depending on the service provided by those institutions, the estimated delivery time varies from 15 days to 30 days. Standard shipping is unfortunately very slow and not very reliable.
– Express shipping costs a few extra bucks but is fast as the estimated delivery time varies from 3 to 10 days worldwide. It’s reliable as they pay more attention to handling their parcels. It’s easy to process a damage-claim-request in case a damage happened during the shipping.

Estimated shipping times:
Canada: 3-7 business days
North America: 4-6 business days
Europe: 4-6 business days
Australia, New Zealand and Oceania: 3-5 business days
Asia Pacific: 3-5 business days
Latin America and the Caribbean: 5-7 business days
North Africa and the Middle East: 5-7 business days

The above list are estimates (not accurate) and doesn’t guarantee the actual delivery time

Customs and import taxes: Depending on where you are located, your government institution may charge you import taxes in addition to what you paid when placing your order with us. We are not able to provide info related to your country’s regulations. The buyer is responsible to pay import taxes and possible custom fees. We are not liable for any possible miss calculation of the import taxes and / or for any (if apply) custom fees. We are not responsible for delays caused by the custom.

Processing time: We are doing our best to process all orders within 24 hours and not later than 5 business days after we received your order (if there are not pertinent potential delays out of our control). After you place the order you will receive an automated notification. Another notification will be sent to you when your order has been shipped. The tracking number may take up to 48 hours to be uploaded due to the delay in the system update.

Changing order: We do our best to process all orders as fast as possible and we often ship orders the same day as received. If your item/s has been shipped, we will not be able to change your order/s. However, if you decide to change the order, please contact us and (if the order hasn’t yet shipped) we do our best to help.

Late delivery or no delivery: Once again, we would like to remind you that we are not the shipping company. Therefore, we cannot be responsible and we will not be liable for any issues or delays caused by the shipper or by the custom. If your package is late on the delivery or if you think there is a missing delivery (package got lost), please contact the shipper company local office (eg. DHL, post office, etc.) right away. If there are still problems, contact us and we will look into it and do our best to resolve the issue.

Shipping to P.O.Boxes: Because some carriers have limitations around shipping to P.O.Boxes, we are not able to ship your order without providing a physical address. More info in the Refund And Return page.

Special Order Shipping Policy
This Policy is for special orders such custom made orders, wholesale orders, B2B orders

At the time of delivery: This paragraph mentioned in the above “Simple Order” policy, it also applies to any type of order as it helps both parties (us, the sender and you, the receiver) to assure that the shipping company provided the promised service and delivered your order without making any damages. The shipping companies become more alert and strict with their policy, especially (because of many frauds) when dealing with damage-claim-requests. At time of delivery, we highly advise to record a simple but clear video that shows the package / box / frame (including the shipping label attached to it) and while unwrapping the item/s and take an accurate inspection to assure there are NOT visible damages caused during the shipping process. A video proof makes it easy and fast to process a damage-claim-request.

Refunds / Returns / Exchanges:  We value your business and for special orders (custom made orders, wholesale orders, B2B orders, etc.) we would like to offer a more flexible refunds and returns policy.  Upon discued your order, we can stipulate a customized refund / return policy before finalizing an order.

The Shipping:
– Sea Freight: To ship big items or big orders, sea freight has been the best option to ship all over the World. The time to deliver varies by the destination and it usually takes up to 15 and 30 days
– Air Freight: It’s expensive but not impossible. The estimated delivery time varies by the destination and it usually takes up to 3 and 10 days.

Shipping Insurance: Is a must on special orders and if not included with the shipping carrier charge, it must be added to the shipping cost.

Customs and import taxes: Special orders always require documentation that list accurate info about the goods being shipped. On certain orders and in certain countries, we will calculate the import taxes that will be added on your order’s final cost (your merchandise, shipping, insurance and tax). When there it is not possible for us to calculate and add the import taxes on your order, you will be responsible to pay custom and import taxes of your ordered / imported merchandise. If you are not comfortable with tax calculation, we advise you to use the service of a broker which will help you to calculate the import tax and withdraw your goods from the custom. Your broker can always contact us if you need more info. The buyer is responsible to pay import taxes and possible custom fees. We are not liable for any possible miss calculation of the import taxes and / or for any (if apply) custom fees. We are not responsible for delays caused by the custom.

Processing time: Time varies from order to order and by the merchandise that has been ordered (type and quantity).
Eg.1. An order of 3, 4 boxes with mixed merchandise, if all products / quantities are available in stock, the order can be ready in just a few days. The shipping via Air Freight (unfortunately a bit expensive) may take only a week to reach the destination. The waiting time for such an order can only take a couple of weeks.
Eg.2. A custom made bathtub may take up to 15 and 30 days to be hand crafted. The shipping via Sea Freight may take up to 15 and 30 days to reach the destination. The waiting time for certain orders can take from 1 to 2 months.

Changing order: If it is possible, we will do our best as possible to accomplish your request. We will follow up your order from A to Z and assure that before we ship your merchandise / item, everything has been prepared as per your wish. However, we will not be able to do any changes on an order that has been finalized, already packed and ready to be shipped.

Late delivery or no delivery: We will do our best to arrange the shipping of your merchandise (whatever is only one box or an entire container).  However, as it has also been mentioned in the above “Simple Order” policy, we would like to remind you that we are not the shipping company. Therefore, we cannot be responsible and we will not be liable for any issues or delays caused by the shipper or by the custom. If your merchandise is late on the delivery, please contact the shipper company local office to get more info. If there are still problems, contact us and we will look into it and do our best to resolve the issue.