Shipping Policy
Last updated: 11 September 2026
1. Where we deliver
We deliver across the European Union and to selected countries beyond it. The delivery options and costs available to you are shown at checkout once you enter your address. If your country does not appear, we do not currently ship there.
2. Order processing
- Orders placed before 14:00 CET on a business day are normally packed the same day.
- Orders placed after that, or at a weekend or public holiday, are packed the next business day.
- During sale periods packing can take an extra 1 to 2 business days.
- You receive a dispatch email with a tracking number as soon as your parcel leaves us.
3. Delivery times and costs
| Destination | Service | Estimated time |
|---|---|---|
| Domestic | Standard | 2 – 4 business days |
| Domestic | Express | 1 – 2 business days |
| European Union | Standard | 3 – 7 business days |
| Rest of world | International | 7 – 21 business days |
These are estimates from the date of dispatch, not the date of order. The exact charge for your order is calculated at checkout from the delivery address and basket weight, and is shown in full before you pay.
4. Maximum delivery time
Unless we agreed otherwise with you, we deliver within 30 days of your order at the latest. If we cannot, you may cancel and receive a full refund.
5. Tracking your parcel
Track your order at any time under My Account → Orders, or with the link in your dispatch email. Tracking usually updates within 24 hours of dispatch.
6. Split deliveries
If your order contains items from more than one seller or warehouse, it may arrive in separate parcels on different days. You are only charged delivery once. Each parcel has its own tracking number.
7. Customs, duties and taxes
- Within the EU — prices include VAT. There are no further duties.
- Outside the EU — your parcel may attract import duties, taxes and handling fees on arrival. These are set by your own country and are payable by you. We cannot calculate or refund them, and parcels refused because of unpaid duties are refunded less the shipping cost.
8. Wrong address
Please check your delivery address before paying. If a parcel is returned to us because the address was wrong or incomplete, we refund the item price but not the delivery charge, and re-delivery is charged again.
9. Lost or damaged parcels
The goods are at our risk until they are delivered to you. If your parcel:
- has not arrived and tracking has not moved for 7 business days — email us and we will open a claim with the carrier;
- arrives damaged — photograph the packaging and the item before unpacking further and email us within 7 days.
In either case we replace the item or refund you in full.
10. Missed deliveries
If nobody is home, the carrier leaves a card and normally attempts delivery again or holds the parcel at a local collection point. Parcels not collected in time are returned to us and refunded less the delivery charge.
11. Contact
For anything about a delivery, email support@truefind.eu with your order number.