Shipping & Delivery Policy

1. Who ships your order

Each product is shipped by the seller who listed it. If your order contains items from more than one seller, each seller ships separately, so parcels may arrive at different times and are tracked individually.

2. Processing time

Sellers prepare orders within the handling time stated on the product page, normally one to three business days. Orders placed on weekends or public holidays are prepared on the next business day. Wholesale orders may require additional preparation time, which the seller confirms in the order.

3. Shipping costs

Shipping costs are calculated from the delivery address, the seller's rates and the weight or size of the parcel, and are always displayed at checkout before you pay. Some sellers offer free shipping, or free shipping above a value shown on the product page or at checkout.

4. Delivery times

Estimated delivery times are shown at checkout and depend on the destination and the carrier. Domestic deliveries typically take two to five business days after dispatch; cross-border deliveries usually take three to ten business days. Estimates are not guaranteed, as delays can occur in the carrier network, at customs or because of events outside our control.

5. Tracking

When a seller dispatches your order, the tracking number and carrier appear in the order details and on the Track Order page, together with the delivery events recorded by the carrier. Tracking information may take a few hours to become available after dispatch.

6. Delivery and receipt

• Make sure the delivery address and phone number on the order are correct; sellers cannot change an address after dispatch.
• Check the parcel for visible damage before signing, and note any damage with the carrier where possible.
• If nobody is available, the carrier may leave the parcel with a neighbour, at a pickup point or attempt delivery again, depending on the carrier and the destination.
• Parcels that cannot be delivered and are returned to the seller may be refunded minus the shipping costs incurred.

7. International orders and customs

For deliveries outside the customs union of the seller, import duties, taxes and customs clearance fees may be charged by the destination country. These charges are the buyer's responsibility unless the seller states otherwise on the product page, and they are not included in the order total. Customs processing can extend the delivery time.

8. Lost, delayed or damaged parcels

If tracking has not moved for several days, if the parcel is delivered damaged, or if it does not arrive at all, report it from the order in My Orders. The seller will open a claim with the carrier, send a replacement where available or refund you. Report a missing parcel as soon as you notice the issue, and within 30 days of the expected delivery date, so the carrier claim can still be made.

You can reach us through the app (Profile → Legal & Policies), through the Messages section of your account, or by replying to any order email you receive from Pinsada.