Order & Delivery

Shipping and Delivery Policy

At Zynvela, we do our best to process and deliver your order as quickly and carefully as possible.

Processing Time

Orders are typically processed within 1 to 3 business days.

During busy periods, holidays, promotions, or sales, processing may take longer.

Once your order has been shipped, you will receive a shipping confirmation email with the available track-and-trace information.

Delivery Time

The estimated delivery time is generally 5 to 12 business days after the order has been processed.

The stated delivery time is an estimate and not a guaranteed delivery date.

Delays can occur due to, among other things:

busyness at carriers
holidays
weather conditions
checks or customs procedures
incorrect address details
circumstances beyond our control

Shipping Costs

Available shipping methods and any shipping costs will be displayed during checkout.

Shipping costs may depend on:

the destination
the weight or size of the package
the chosen shipping method
ongoing shipping promotions

International Shipping, Import VAT, and Import Costs

Orders can be shipped directly from a country outside the European Union to the customer.

When an order is shipped directly from outside the European Union to the customer, delivery takes place under DAP (Delivered At Place – Incoterms® 2020). This means that Zynvela arranges for the order to be shipped to the delivery address provided by the customer, but the customer, as the consignee/importer, is responsible for the import of the product.

Upon import or delivery, additional costs may be charged by the carrier, postal service, customs, or authorized body. These may include, among others:

import VAT
customs duties
customs clearance fees
administration fees
other import-related costs

These costs are the responsibility of the customer as the consignee/importer and are not included in the product price or shipping costs, unless expressly stated otherwise.

When delivery takes place under DAP, no EU VAT is charged by Zynvela on the sale. Any import VAT and other import-related costs are paid by the customer as the consignee/importer upon import.

Zynvela does not pay, advance, or guarantee import VAT, customs duties, customs clearance fees, or other import-related costs on behalf of the customer.

For orders delivered under DAP, IOSS or a similar scheme where import VAT is remitted in advance by Zynvela or on behalf of Zynvela is not used.

For orders to the United Kingdom with a value up to £135, UK VAT is already collected by Zynvela at checkout and remitted to the British tax authorities. For orders above this amount, or for any other customs or import costs, the conditions described above apply.

Track and Trace

When track and trace data is available, you will receive it by email.

It may take some time after shipment for the carrier to show the first tracking information.

Correct Delivery Address

The customer is responsible for providing a complete and correct delivery address.

Always check before completing your order:

the recipient's name
the street name
the house number and any addition
the postal code
the city
the country
the phone number

Address changes must be communicated as soon as possible after placing the order.

We cannot guarantee that an address can still be adjusted after the order has been processed or shipped.

Uncollected or Refused Packages

If a package is not collected, refused, or cannot be delivered due to incorrect address details, additional shipping, return, customs clearance, or import-related costs may be charged.

Any original shipping costs will not be refunded if they have already been incurred by us, unless otherwise required by law.

If a customer refuses to pay any import VAT, customs duties, customs clearance fees, or other import-related costs, this may affect the delivery of the order. Any delays, returns, or additional costs incurred as a result will be at the customer's expense and risk, to the extent permitted by law.

Package Registered as Delivered

If tracking indicates that a package has been delivered, but you cannot find the package, we ask you to:

check the delivery address
inquire with housemates and neighbors
check around the residence or a safe delivery spot
contact the delivery service

Additionally, please contact us as soon as possible so we can investigate what happened.

Split Delivery

An order with multiple items may be shipped in multiple packages.

This may result in items being delivered on different days.

Damage During Transit

If you receive a damaged package or product, please contact us as soon as possible.

Please include clear photos of:

the outside of the package
the shipping label
the inner packaging
the damaged product

Contact

For questions about shipping or delivery, please contact us via:

Zynvela
Email: info@zynvela.com