SHIPPING AND RETURNS
Date of last update: 26/04/2023
1. Terms and delivery times
Orders containing in stock items are prepared within 48 working hours, then it is handed over to the carrier according to the delivery method and country chosen. Pre-order items will be sent out when they are released or just in advance of their release. Release date will be specified before order. You will receive email updates and can check your order’s progress at any time. The preparation of orders is carried out from Monday to Friday, except for public holidays. Orders placed on Saturday or Sunday are processed and shipped on Monday.
We offer you two methods of secure and fast delivery :
- Itella Smartpost Standard Shipping to Estonia, Latvia, Lithuania and Finland, between 3 and 5 working days from dispatch. Delivery cost is 9 EUR (VAT included)
- Itella Tracked Shipping in Europe*, in 7-10 working days from dispatch. Delivery cost is 20 EUR (VAT included)
* For deliveries in Europe, we serve the following countries:
Belgium, Bulgaria, Luxembourg, Netherlands, Italy, Germany, Spain, Austria, Denmark, Portugal, Poland, Finland, Sweden, Hungary, Estonia, Latvia, Lithuania, Czech Republic, Romania, Slovakia, Slovenia, Croatia and Switzerland.
The selection of your delivery zone will be presented to you after validation of your shopping cart. Please note that any country that is not on this list cannot be delivered.
Please take account that delivery times are for information only and take effect the day following the date of shipment. Shipping and delivery times may be subject to delays in case of holidays, in case of non-availability of products ordered, in case of over orders, in case of strike of carriers or among other cases of force majeure. In case of non-availability of products we will do our best to offer them to you as soon as possible.
2. Shipping areas and costs
The shipping costs are calculated automatically when you place your order according to the selected country and shipping method. Please refer to the last seccion for methods and costs.
IMPORTANT. Local taxes and import customs: Shipping charges do not include customs duties, taxes, and other subsidiary charges that may be required for entry into certain countries outside the European Union. These costs and taxes remain the exclusive responsibility of the customer.
3. Receipt of the order
Itella Smartpost Standard Shipping to Estonia, Latvia, Lithuania and Finland delivers your package to the nearest Itella locker of the address indicated when ordering. A delivery notice will be sent to you via SMS and/or email.
Itella Tracked Shipping in Europe delivers your package to the nearest Post Office of the address indicated when ordering. A delivery notice will be left in your mailbox and/or will be sent to you via SMS and/or email. This notice indicates the post office where you can collect the parcel.
After your package is shipped, a tracking number will be provided to you.
At the time of delivery of the order, you must check the condition and conformity of your order in the presence of the carrier and, if necessary, take note about any apparent defects (missing product, damaged parcel). If the package has visual physical damage, please take a picture and let the delivery company write a note about the damage.
You are welcome to contact our Customer Service within fourteen (14) working days following receipt of the products. Unless there is a justified reason, any claim made after this time will be considered unacceptable.
If you have not received your package for more than 7 days after the estimated delivery time frame, remember to check the status of your package on the carrier’s website. You can also contact us by email email@example.com.
4. Return and refund
You have the right to return the products free of charge*, without any reason, within fourteen (14) working days from the day of receipt. To return an unused, unopened product in its original package that you do not wish to keep, simply follow the following steps:
- Contact our Customer Service by email firstname.lastname@example.org to request a return form to be printed and firmly glued on the package while indicating the reason for your return.
- Only items returned in their original condition will be accepted and refunded. Return your items to us in its original packaging. The refill bottle containing perfume has to be sealed and secured as originally sent to you. The goods can not be opened for testing or use. The products can not be damaged, filled with anything, dropped, painted on, engraved on, cleaned with anything sharp or abrasive or modified in any other way.
* Return shipping costs remain the exclusive responsibility of the customer. Return delivery with tracking number is advisable.
For any other reason for return (damaged or non-compliant product, mistake on the content of the order etc.. ), you are welcome to contact our Customer Service by email at email@example.com. In any case the reason for the return cannot be the statement that you do not like the smell of the perfume.
The customer is responsible for the security of the product until it is delivered back to Tzarḯnah. Depending on where you live, the time it may take the product to reach us, may vary. We cannot guarantee that we will receive your returned item.
Upon receiving your return, we will inspect it and send you an e-mail to notify you of the approval or rejection of your refund.
Your refund will be made to the credit card or Paypal account used for payment by re-crediting it, within 14 days from the date of return receipt of the package. Depending on the processing time of your bank, or due to your payment method, it may take longer. In case of delay, contact directly your bank. You are also welcome to contact our Customer Service by email firstname.lastname@example.org.
IMPORTANT. Shipping costs are non-refundable.
In addition if your order has been sent to a destination outside the EU, any applicable customs duties and/or sales taxes are non-refundable through Tzarḯnah.
If you receive a damaged product, we will send you a replacement product with no additional shipping fees. If your replacement order will be sent to a destination outside the EU, customs duties and taxes for this replacement order will remain the exclusive responsibility of the customer.
No exchanges are accepted in our tzarinah.com e-boutique at this time.