Shipping & Delivery Policy

Thank you for choosing ztae. We want customers to understand how their purchases are prepared, shipped, and delivered before completing an order.

This Shipping & Delivery Policy outlines the destinations we serve, shipping charges, order preparation times, estimated delivery schedules, shipment tracking, and procedures for resolving delivery concerns.

We strive to communicate shipping information clearly and handle delivery-related requests fairly. All shipping arrangements remain subject to applicable consumer protection laws.

1. Countries and Regions We Deliver To

Our standard delivery service is primarily intended for customers in the following European countries:

• Germany

• Austria

• Italy

• Spain

• Portugal

• Poland

• Czech Republic

• Slovakia

• Slovenia

• Croatia

• Greece

• Romania

• Bulgaria

• Estonia

• Latvia

• Lithuania

Delivery eligibility may depend on the product, delivery address, stock location, and available transportation services.

The checkout page will indicate whether delivery is available to your selected location.

If your destination cannot be selected during checkout, please contact our customer support team before submitting an order.

Email: bokilothiadokilitha@gmail.com

2. Delivery Charges and Available Services

We aim to provide straightforward shipping information so customers can understand their delivery costs before purchasing.

Standard Shipping

Free standard shipping may be offered for eligible orders and supported delivery destinations.

Where free standard shipping is displayed during checkout, the standard shipping charge for that order will be 0.00 in the applicable checkout currency.

If a shipping charge applies, the amount will be displayed during checkout before the order is confirmed.

The availability of free shipping may depend on the destination, product, or delivery method.

Shipping arrangements may involve established carriers such as DHL, DPD, UPS, FedEx, or other suitable logistics providers.

The carrier selected for an order may vary depending on operational requirements and the destination.

Customers will not be charged additional shipping fees by the store after checkout without a lawful basis and appropriate agreement.

3. Order Preparation and Handling Time

After an order is placed, the order generally goes through verification, inventory confirmation, packaging, and dispatch preparation.

Estimated processing time: 3–5 business days.

Business days normally refer to Monday through Friday, excluding public holidays.

Orders placed on weekends or public holidays will generally begin processing on the following business day.

Processing may be affected by inventory availability, order verification requirements, peak shopping periods, or unexpected operational disruptions.

If a significant delay occurs, we will make reasonable efforts to provide relevant information to the customer.

4. Estimated Shipping and Delivery Schedule

The overall delivery period includes both preparation time and transportation time.

Delivery stage	Estimated duration
Order handling and preparation	3–5 business days
Transportation after dispatch	5–8 business days
Total estimated delivery	8–13 business days
Standard shipping fee	Free where indicated at checkout

These delivery estimates are based on the shipping arrangements described in this policy and are not a guarantee of delivery on a specific date.

Actual delivery schedules may be influenced by local transportation conditions, destination, public holidays, customs processing, and other operational factors.

Where a delivery date or period is expressly agreed upon during purchase, the applicable agreement and mandatory consumer protection law will govern.

If no delivery time has been agreed, applicable statutory delivery requirements remain in effect.

5. Order Confirmation and Dispatch Updates

After an order is submitted successfully, order-related information may be sent to the email address provided at checkout.

Once the parcel has been handed over for shipment, customers will generally receive a dispatch confirmation.

Depending on the delivery service, this confirmation may contain:

• The order reference number.

• The shipping carrier.

• The package tracking number.

• A link to the carrier's tracking system.

• Information about the shipment's current status.

Please ensure that the email address entered during checkout is accurate.

If you do not receive expected shipping information, contact our support team with your order details.

6. Tracking Your Shipment

Where tracking is supported by the selected carrier, customers can use their tracking number to check available delivery updates.

After shipment confirmation, tracking information may take 24–72 hours to appear or update in the carrier's system.

This can happen when a parcel has not yet completed its first carrier scan or when shipping information is being transferred between logistics systems.

If tracking remains unavailable after this period, please contact:

bokilothiadokilitha@gmail.com

Include your order number and tracking reference, if available.

Our team will review the information and assist with obtaining an update where possible.

7. Unexpected Shipping Delays

Although we make reasonable efforts to follow the published delivery estimates, transportation may occasionally be disrupted.

Potential causes include severe weather, customs inspections, transportation congestion, national holidays, warehouse interruptions, carrier delays, or other events affecting logistics.

If your parcel has not arrived within the estimated period, please contact customer support.

We will review the available tracking details and investigate the circumstances as appropriate.

Where applicable law gives customers rights arising from late delivery, those rights remain fully available.

In particular, where the seller fails to deliver within the legally applicable or agreed period, customers may be entitled to request delivery within an appropriate additional period and, where the legal conditions are met, terminate the contract and receive reimbursement.

8. Correcting Shipping Details

Customers should check their delivery information carefully before completing checkout.

This includes their name, street address, postal code, city, country, telephone number, and any additional delivery instructions.

Before dispatch

If you notice an error, email us promptly with your order number and the corrected information.

We will make reasonable efforts to update the details while the order remains eligible for modification.

After dispatch

Once a parcel has entered the carrier's network, changing the delivery address may no longer be possible.

Depending on the carrier, customers may have access to delivery-management options.

If a delivery fails because of incorrect or incomplete customer-provided information, we will review the circumstances and explain the available options.

Any additional charges will be handled in accordance with applicable law and the information properly communicated to the customer.

9. Customs, VAT, and Import Charges

Taxation and customs arrangements depend on the shipment's origin, destination, and applicable legal requirements.

Some orders may be subject to VAT, customs duties, import processing charges, or other legally imposed fees.

Where relevant, customers will be informed of applicable charges during checkout or through other legally required pre-purchase disclosures.

If import-related charges are payable separately, responsibility for those amounts must be consistent with the information provided before the order was placed and applicable law.

Customers may need to provide accurate delivery or identification details where legitimately required for customs clearance.

Customs processing may also affect the delivery timeframe.

10. Parcels Arriving with Damage

If your parcel arrives visibly damaged, we recommend documenting the condition of the package and the goods.

You may take photographs of the outer packaging, shipping label, and affected product.

Please email bokilothiadokilitha@gmail.com with your order number and a description of the problem.

Where possible, include photographs that help identify the damage.

We will review the information and determine the appropriate next steps.

If the goods are damaged or fail to conform to the purchase contract, your statutory rights to appropriate remedies remain unaffected.

Providing photographs can assist with handling the request but does not remove mandatory consumer protections.

11. Missing or Incorrect Items

If the package contains the wrong product, an incorrect quantity, or fewer items than expected, please contact us.

Include your order number, the affected product details, and a description of the discrepancy.

If the order was dispatched in separate packages, some items may still be in transit.

We will review the order and shipment records to identify the appropriate resolution.

Where an item has not been supplied as agreed, we will address the issue in accordance with applicable consumer protection law.

12. Lost or Untraceable Parcels

If a parcel appears to be lost or shipping updates indicate an unresolved delivery problem, please notify our support team.

We may contact the relevant carrier and examine available dispatch records, tracking updates, and delivery documentation.

Where goods have not been delivered and responsibility remains with the seller, we will provide the remedies required by applicable law.

For consumer purchases, the risk of loss or damage generally remains with the seller until the customer or a designated third party takes physical possession of the goods, subject to applicable statutory exceptions.

A parcel being marked as dispatched does not, by itself, transfer delivery risk to the customer.

13. Tracking Indicates Delivered, but the Parcel Is Missing

If the carrier's tracking system displays a delivery confirmation but you cannot locate the parcel, we recommend checking the delivery location, any available collection-point notices, and whether a household member or authorized recipient accepted the delivery.

If the package remains missing, contact our team with your order details.

We will assess the available delivery information and, where appropriate, request clarification from the carrier.

A tracking status alone does not override the consumer's mandatory rights concerning delivery and transfer of risk.

14. Failed Delivery Attempts

A delivery attempt may be unsuccessful because the address is incomplete, the destination is inaccessible, a delivery appointment is missed, or the recipient cannot accept the parcel.

Depending on the carrier, an additional attempt may be arranged, a parcel may be held at a collection point, or the shipment may be returned.

Where a delivery cannot be completed, we will assess the available information and communicate the options.

Any additional costs will be considered according to the cause of the failed delivery, pre-purchase disclosures, and applicable law.

This section does not remove any statutory cancellation, withdrawal, refund, or delivery rights.

15. Orders Delivered in Multiple Packages

Certain purchases may be divided into more than one parcel because of inventory distribution, warehouse arrangements, or packaging requirements.

If your order is shipped in separate packages, different tracking numbers and delivery dates may apply.

Where possible, we will communicate the relevant shipment information.

Receiving only part of an order does not automatically mean that the remaining products have been lost.

Please review the shipment details or contact customer support if an expected parcel does not arrive.

16. Circumstances Beyond Normal Logistics Control

Occasionally, delivery services may be affected by major disruptions beyond ordinary operational control.

Examples include natural disasters, widespread transportation interruptions, government restrictions, severe weather, international logistics disruptions, and major infrastructure failures.

We will make reasonable efforts to address the situation and communicate material delivery issues.

Any contractual or statutory rights available to consumers will continue to apply.

17. Returns, Refunds, and Order Cancellation

If you wish to cancel an order, return a product, or request a refund, please refer to our separate Return & Refund Policy.

That policy explains the applicable withdrawal period, product return conditions, responsibility for return shipping charges, refund methods, and handling of faulty or incorrect goods.

Customers may also contact our support email for information about their specific order.

Nothing in this Shipping & Delivery Policy is intended to restrict any mandatory right to withdraw from an eligible purchase or obtain a legally required remedy.

18. Consumer Protection and Policy Consistency

Our shipping terms are intended to give customers a clear understanding of the delivery process before making a purchase.

Product pages, checkout information, order confirmations, and the terms applicable to a particular purchase should provide consistent information about shipping availability, delivery charges, and expected arrival times.

Where a mandatory legal provision gives the customer greater protection than a statement in this policy, the relevant legal provision takes precedence.

19. Contact Information

For questions concerning delivery availability, shipping charges, order preparation, tracking updates, damaged parcels, missing shipments, or address corrections, please contact us.

Brand: ztae

Registered Company: J.E.R.INVEST ApS

Company Registration Number (CVR): 71377911

Registered Business Address:

C/O Jørgen Rosbøg
Gjelstensåsen 4
3650 Ølstykke
Denmark

Customer Support Email: bokilothiadokilitha@gmail.com

To help us investigate your inquiry, please include your order number, the email address used for the purchase, and any available tracking information.

We will review the details and provide assistance based on the circumstances and applicable consumer protection requirements.

Thank you for shopping with ztae. We appreciate your trust and aim to make the delivery process clear, dependable, and transparent.