Shipping & Delivery

Everything you need to know about how we get your order to you, anywhere in the world.

Shipping Options

Processing time before dispatch: 2-4 Business Days

• Standard (€4.99): Estimated 5-9 business days. Free on orders over €80. Reliable, economical. Window starts after dispatch.
• Priority (€8.99-€15): Estimated 3-7 business days. Varies by destination. Priority handling and expedited processing.

1. Order Processing

• Processing time: Orders are checked, packed, and prepared for dispatch within 2-4 business days, excluding weekends and public holidays.
• Peak periods: Processing may take longer during holidays, major promotions, product launches, or unexpected demand.
• Out-of-stock items: If an item becomes unavailable after purchase, we will notify you by email and offer a replacement, partial fulfillment, or cancellation.
• Split shipments: We may ship items separately. If so, you may receive multiple dispatch confirmations and tracking numbers.

2. Estimated Shipping Times

• Estimates are not guaranteed and may vary based on destination, carrier operations, weather, local disruptions, and customs processing.
• Europe, USA, Canada, Australia: Orders typically arrive within the windows listed above.
• Rest of World: Allow an additional 5-7 business days beyond the timeframes above.
• Most customers receive their orders sooner than estimated.

3. Tracking & Delivery Events

• Tracking: A tracking link will be emailed once your order is dispatched, where available depending on method and destination.
• Carrier practices: Delivery may occur via mailbox, mailroom, reception, parcel locker, collection point, neighbour, or a safe place near your address.
• Delivery evidence: Carriers may record GPS scans, timestamps, signatures, or delivery photos. We may use this to help investigate any issues.

4. Delivery Address & Order Changes

• Address accuracy: Ensure your delivery address is complete and accurate, including apartment or unit numbers. You are responsible for the information provided at checkout.
• Corrections: Contact us immediately at help@distopion.com with your order number. Changes cannot be guaranteed once fulfillment has started or the order is with the carrier.

5. Delivery Issues & Claims

• Damaged items: Contact us at help@distopion.com within 48 hours of delivery with photos of the item, packaging, and shipping label.
• Lost in transit: Notify us within 14 days of the last tracking update, or within 21 days of dispatch if no tracking is available.
• Marked "Delivered" but not received: Check neighbours, reception, mailroom, and collection points first. Then contact the carrier, and email us within 48 hours of the delivery scan.
• Documentation: We may request a signed non-receipt statement or police report where appropriate.
• Resolution: Confirmed losses or damages may be resolved by replacement, store credit, or refund, subject to stock availability.

6. Safe Place & Dispute Protection

• Safe place deliveries: Delivery to an instructed location may be treated as successful delivery, to the extent permitted by applicable law.
• Theft after delivery: We may be unable to offer a replacement or refund if a parcel is stolen after confirmed delivery. We recommend using a secure address.
• Disputes and chargebacks: Where delivery evidence confirms delivery, we may share relevant documentation with the carrier or payment processor, while honoring mandatory consumer rights.

7. Customs, Duties & Taxes

• European Union: We cover all duties & taxes on EU orders. Please note that some countries may require you to provide additional customs information to our carriers in order to receive your order.
• USA & Canada: We cover all duties & taxes on US and Canadian orders. Please note that carriers may require you to provide additional customs information in order to receive your order.
• United Kingdom: Prices advertised on UK orders are inclusive of UK VAT at the relevant rate applicable. Additional UK duties and UK taxes do not apply.
• Other International: For orders outside of the territories listed above, duties and taxes may apply and are the responsibility of the recipient. Some countries may require you to provide additional customs information to our carriers to receive your order. If you believe you have been incorrectly charged for duties and taxes, please contact us.

8. Undeliverable & Returned Packages

• Returned to sender: Packages returned due to incorrect address, refusal, or failure to collect may be re-shipped at our discretion once received back.
• Re-shipping fees: A re-shipping fee may apply. Original shipping costs are non-refundable unless required by law.
• Refund handling: Refunds for returned packages may exclude shipping and are subject to handling deductions where permitted by law.

9. Delays & Force Majeure

• We are not responsible for delays caused by events outside our control, including carrier disruptions, severe weather, natural disasters, strikes, public health events, or customs delays.
• We may use an alternative carrier when necessary, without intentionally reducing the shipping tier purchased.

10. Your Legal Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws. Where local law provides specific rights or remedies, those rights will apply in full.

Questions?

Include your order number and we'll respond promptly.
help@distopion.com