Shipping Policy

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 shipped, you'll receive a shipping confirmation email with the available tracking information.

Delivery time

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

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

Delays may occur due to, among other things:

• carrier congestion
• holidays
• weather conditions
• inspections or customs procedures
• incorrect address details
• circumstances beyond our control

Shipping costs

The available shipping methods and any shipping costs are displayed at checkout.

Shipping costs may depend on:

• the destination
• the weight or size of the package
• the shipping method chosen
• any current shipping promotions

International shipping, import VAT, and import costs

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

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

Additional costs may be charged upon import or delivery by the carrier, postal service, customs, or relevant authority. These may include, among others:

• import VAT
• customs duties
• clearance costs
• administrative fees
• other import-related costs

These costs are the responsibility of the customer as 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 on the sale by Zynvela. Any import VAT and other import-related costs are paid by the customer, as consignee/importer, upon import.

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

For orders delivered under DAP, no use is made of IOSS or a similar scheme under which import VAT is remitted in advance by or on behalf of Zynvela.

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

Tracking

When tracking information is available, you'll receive it by email.

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

Correct delivery address

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

Before completing your order, always check:

• 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 reported as soon as possible after placing the order.

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

Uncollected or refused packages

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

Any original shipping costs already incurred by us will not be refunded, unless legally required otherwise.

When a customer refuses to pay any import VAT, customs duties, clearance costs, or other import-related costs, this may affect delivery of the order. Any delays, returns, or additional costs resulting from this are at the customer's expense and risk, to the extent permitted by law.

Package marked as delivered

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

• check the delivery address
• check with household members and neighbors
• check around your home or any safe drop-off location
• contact the delivery carrier

Please also contact us as soon as possible so we can investigate what happened.

Split delivery

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

As a result, items may be 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, you can contact us via:

Zynvela
Email: info@zynvela.com