Shipping policy

This shipping policy applies to all Firmora orders placed through our online store, unless explicitly stated otherwise during checkout or in a specific agreement. By completing an order, you acknowledge that you have read, understood and accepted this policy in addition to our general terms and conditions and our return and refund policy.

This document is intentionally broad and generic. It does not describe every possible situation in detail. Where the law allows different interpretations, we will interpret unclear situations in a way that is reasonable for us as a small business, while still observing your mandatory consumer rights.

We ship Firmora kits only to the destinations that are offered and visible at checkout at the moment you place your order. If your country, region or postal code is not available as a shipping option, we are not able to deliver there under our standard conditions.

The list of available destinations, carriers and options may change without notice based on carrier policies, costs, risk, regulations or our internal decisions. The fact that we may have shipped to a certain country in the past does not guarantee that we will continue to do so in the future.

We reserve the right to cancel and refund any order before shipment if shipping to the address you provided turns out to be impossible, excessively expensive or unreasonable in view of the value of the order and the risks involved (for example due to remote areas or repeated delivery problems).

Orders are generally processed on business days only (excluding weekends and local public holidays in the country of dispatch). As a general indication, most orders are prepared for shipment within a few working days after payment has been confirmed.

Processing time is an internal preparation time, separate from the transport time of the carrier. During busy periods, product launches, promotions or in case of reduced staff, processing may take longer. We are under no obligation to prioritise urgent or last minute orders unless this has been expressly agreed in writing.

Unless we have explicitly guaranteed a specific preparation time in writing, any processing time we communicate is an estimate and not a binding commitment. You are not entitled to compensation solely because your order required more time to prepare than the usual indicative delays, as long as it is processed within a reasonable timeframe.

At checkout, you may see estimated delivery times for the selected carrier and destination. These estimates are provided for information only and come from our experience or from the carrier's standard information. They are not guaranteed delivery dates.

Actual delivery time depends on many factors beyond our control, including but not limited to: work load of the carrier, routing and sorting processes, distance, local delivery practices, weather conditions, strikes, public holidays, customs inspections and any other event affecting transport networks.

Delays that are attributable to the carrier, to customs, to local authorities or to circumstances outside our reasonable control do not give an automatic right to compensation, cancellation of the order or free reshipment, unless such rights are mandatory under the law that applies to your purchase.

When available, we provide a tracking link by email once your parcel has been handed over to the carrier. It is your responsibility to monitor the shipment status, to be available for delivery and to contact the carrier if necessary using the information provided.

Carriers may apply their own internal rules regarding delivery attempts, pickup in parcel shops, storage times and return to sender. We have no control over these rules. If the carrier indicates that a parcel has been delivered or made available for pickup, this is generally considered valid proof of delivery, unless you can provide convincing evidence to the contrary.

We cannot be held responsible for consequences of not collecting a parcel in time, for missed delivery attempts when the carrier came during normal delivery hours, or for parcels that have been left at a safe place, reception desk or neighbour in accordance with the carrier's usual procedures in your region.

Depending on the country of delivery and its applicable regulations, your order may be subject to import duties, customs fees, sales taxes, handling costs or other charges collected by the authorities or by the carrier on their behalf. These amounts are not included in the price of the Firmora kit unless explicitly indicated at checkout.

Unless stated otherwise in a specific offer, you are solely responsible for the payment of any import-related charges in the country of delivery. Refusal to pay such charges may result in delays, the parcel being held in customs, returned to us or destroyed by the authorities. In such situations, we are not obliged to refund shipping costs or any non-recoverable charges, and we may deduct additional costs incurred from any potential refund, to the extent permitted by law.

We are not in a position to give precise guarantees on the amount of customs duties or taxes that may be collected. If you need exact information, it is your responsibility to consult the relevant authorities before placing an order.

Certain remote, hard-to-reach or high-risk locations may be subject to specific conditions, higher shipping charges, longer transit times or limited delivery options. Carriers and logistics partners maintain their own lists of such areas and may modify them without notice.

If your address falls into one of these categories, we may contact you after receiving your order to propose alternative options (for example shipping to a different address or to a pickup point) or to request an additional contribution to shipping costs. If no mutually acceptable solution is found, we reserve the right to cancel your order and refund it, minus any non-recoverable payment or processing fees, where the law allows.

We also reserve the right to refuse or cancel orders that, in our reasonable opinion, present an abnormal risk of fraud, loss, repeated delivery issues or disproportionate logistical effort compared with the value of the goods.

During checkout, you are responsible for providing accurate, complete and up-to-date shipping information, including name, street, building, apartment number, postal code, city, country and a valid phone number or email address when required by the carrier.

If you notice an error after placing your order, you must contact us as quickly as possible. As long as the parcel has not been prepared or handed over to the carrier, we will do our best to update the address, without guaranteeing that the change will be possible in time. Once the parcel is in the hands of the carrier, address changes may be impossible or subject to additional fees and delays.

Parcels that cannot be delivered because of an incorrect or incomplete address, repeated absence of the recipient, refusal of the parcel or failure to collect it at a pickup point within the specified time may be returned to us or destroyed according to the carrier's policy. In case of return, we may, at our discretion and to the extent permitted by law, either reship the order after payment of new shipping costs or refund the price of the products minus the initial shipping costs and any non-recoverable charges (such as return fees, customs, taxes or storage costs).

We pack Firmora kits with care to reduce the risk of damage during transport. However, parcels are handled by independent carriers over whom we have no operational control. The risk of loss or damage normally passes to you when the carrier confirms successful delivery at the address you provided, subject to mandatory legal provisions that may impose a different allocation of risk.

If your parcel arrives visibly damaged, we recommend that you ask the carrier to record the damage when possible and, in any case, that you document the condition of the parcel and contents with photos as soon as you open it. If items are missing or damaged, you must contact us without undue delay with your order number, a description of the issue and clear pictures of the parcel and products.

Within reasonable limits and in line with our internal procedures and the carrier's rules, we may propose a suitable solution, such as replacement of missing items, partial refund or discount on a future order. We are not obliged to offer a solution that is more favourable than what we recover from the carrier or our insurance, except where consumer law specifically requires it.

We are not liable for delays, failures or impossibility to ship or deliver an order when these are due to events or circumstances beyond our reasonable control, such as but not limited to: natural disasters, extreme weather, fires, floods, epidemics or pandemics, wars, acts of terrorism, riots, strikes, lockouts, major disruptions of transport or energy networks, decisions of public authorities, changes in law, technical failures affecting carriers or platforms, or any similar situation.

In such cases, we may suspend processing or shipping of orders for the duration of the event or, if performance has become impossible or clearly unreasonable, cancel the affected orders and refund the price of the goods that have not been shipped, without obligation to compensate additional damage except where mandatory law requires otherwise.

This shipping policy deals with the transport and delivery of your order. It does not describe in detail your rights of withdrawal, cooling-off periods or our rules on returns and refunds. These aspects are covered separately in our return and refund policy and/or in our general terms, which you should read carefully before ordering.

In particular, please note that some Firmora products or services may be personalised or made to order based on the photos and choices you provide. For such items, legal withdrawal rights may be limited or excluded under applicable consumer law. Where the law allows, we will interpret these limitations in a way that protects us against unreasonable or abusive return requests.

This shipping policy is drafted to be as clear and protective as possible for us as the seller, while recognising that your mandatory rights as a consumer always prevail where the law does not allow contractual limitations. Nothing in this document is intended to exclude or limit rights that cannot be waived under the law that applies to your purchase.

To the extent that a clause or an interpretation of this policy would be considered invalid, illegal or unenforceable by a competent authority, that part will be adjusted or disregarded only to the minimum necessary extent, and the rest of the policy will remain in effect. In such cases, we will favour the interpretation that remains valid and that best reflects our intention to limit our exposure to unreasonable obligations, within the boundaries of applicable law.

If you have questions about how your specific order will be shipped, or if you need clarification about a situation not clearly covered here, you can contact us using the details indicated on our website or in your order confirmation email.

We will provide general information and, where appropriate, individual guidance. However, any information given by our customer support team remains subject to the present policy, to our general terms and to mandatory legal rules that may apply. No verbal or informal communication can be understood as a waiver of our rights or as a commitment that goes beyond what is written in our official policies, unless we confirm it explicitly in writing.