Pravilnik o pošiljkah

1. Processing Times

We prepare and dispatch orders Monday to Friday (excluding public holidays).

• Standard orders: Processed within 1–3 working days.

• Express processing: Orders with express processing selected are prioritised to be processed the same day or next working day.

Note: Processing time is separate from courier delivery time.
Once the parcel leaves our warehouse, delivery time depends entirely on the courier.

2. Delivery Times (Estimated)

Below are estimated transit times once your order has been dispatched:

These are estimates only. Delays may occur due to:

• Customs inspections (outside EU)

• Weather conditions

• Courier overload (e.g. Black Friday, Christmas)

• Strikes, technical issues or road disruptions

• Incomplete or incorrect delivery information

We cannot guarantee delivery within a specific timeframe.

3. Shipping Fees

Shipping fees are displayed at checkout and depend on:

• Delivery address

• Parcel weight and size

• Chosen shipping option

• Subscription conditions (renewals may include free standard shipping)

We may offer free shipping above a certain order value.

4. Tracking

Once your order is shipped, you will receive a shipping confirmation email containing your tracking link.
Tracking information is provided by the courier and may take up to 24–48 hours to update.

5. Incorrect or Incomplete Address

Customers are responsible for providing accurate delivery information.

If a parcel cannot be delivered due to:

• Incorrect or incomplete address

• Wrong house/flat number

• Missing name on mailbox

• Refusal to accept delivery

• Failure to pick up the parcel from a collection point

➡️ The parcel will return to us or may be destroyed by the courier.

In such cases:

• Shipping fees are not refunded.

• Resending the parcel may incur new shipping costs.

• Refunds, if applicable, will be made minus all courier return fees.

6. Lost Parcels

A parcel is considered “lost” only after official confirmation by the courier.

6.1 With Parcel Insurance

If parcel insurance was purchased:

• You will receive a replacement shipment free of charge.

• If items are out of stock, you will receive a refund.
  Photos or additional documentation may be required.

6.2 Without Parcel Insurance

If insurance was not selected:

• We will open an investigation with the courier.

• A refund or replacement is only issued if the courier confirms the parcel as lost.

• Investigations may take up to 30 days, depending on the courier.

7. Damaged Parcels

If you receive damaged goods, notify us within 48 hours of delivery at sales@feelawsm.com

and include:

• Photos of the outer packaging

• Photos of the damaged products

• Order number

Depending on insurance status and damage severity, we may issue a replacement or partial refund.

8. Customs, Duties & Import Taxes

For deliveries outside the EU:

• Local customs charges, VAT, duties and fees are the customer’s responsibility.

• If a parcel is returned because customs charges were unpaid, shipping fees are non-refundable.

9. Delays Beyond Our Control

FeelAwsm is not liable for delays caused by circumstances outside our control, such as:

• Force majeure events

• Courier errors

• Customs processing

• War, strikes, epidemics, natural disasters

• Seasonal delivery congestion

• Incorrect delivery information provided by customer

We always support customers, but cannot guarantee reimbursement for courier-caused delays.

10. Order Not Received (But Marked as Delivered)

If the courier marks a parcel as delivered, but you did not receive it:

• First check neighbours, household members, mailbox, parcel room, parcel locker, building manager.

• Then contact the courier directly for GPS proof of delivery.

• If unresolved, contact us and we will initiate an investigation.

Important:
If the courier provides GPS proof of delivery and considers the parcel delivered, we may not be able to offer a refund unless parcel insurance was purchased.

11. Refused Deliveries / Non-Pickup

If a customer refuses delivery or does not pick up a parcel from a pickup point within the courier’s timeframe, the parcel will return or be destroyed.

In such cases:

• Shipping costs are non-refundable.

• Return fees charged by the courier will be deducted from any refund.

• Free shipping promotions become void.

12. Subscription Shipments

For subscription renewals:

• Shipping is free on subsequent subscription orders (unless stated otherwise).

• It is the customer’s responsibility to:

  • Update address before the next billing date

  • Ensure payment method is valid

  • Prevent delivery issues by maintaining accurate information

We cannot refund subscription parcels delivered to an old or incorrect address if the customer did not update their details in time.

13. Shipping Restrictions

We do not ship to:

• PO Boxes (unless supported by courier)

• Temporary addresses

• Locations with known customs restrictions for supplements

If your order cannot be delivered due to legal/ customs restrictions, we will contact you.

14. Contact

For all shipping questions or issues:
📩 sales@feelawsm.com